Senior IT Support Specialist

$51,824 - $75,000/Yr

Hospital Of The University Of Pennsylvania - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

Hospitals

About the position

The Senior IT Support Specialist (ITSS Sr.) at the University of Pennsylvania will be a key member of the Client Care team within Information Systems & Computing (ISC). This role is primarily focused on providing exceptional computing support and related services to university clients. The ITSS Sr. will work on the service desk, acting as an advocate and facilitator for all clients of ISC, ensuring that their needs are met efficiently and effectively. The position requires a strong commitment to customer service, as the ITSS Sr. will be responsible for managing incoming requests and incident reports, providing expert-level consultation, and resolving complex technical issues related to computing hardware, software, and network services. In addition to service desk responsibilities, the ITSS Sr. will participate as a member or lead of Client Care's Subject Matter Expert (SME) teams. This involves providing first and second-level support for client-facing services, acting as a single point of contact for clients, and managing internal escalations, vendor management, and customer communications. The ITSS Sr. will also collaborate with other units within ISC and local support providers to implement and support computing standards, ensuring that the university's technology infrastructure operates smoothly. The role includes participation in ISC's Desktop Engineering team, where the ITSS Sr. will support existing offerings and assist in developing future initiatives. The ITSS Sr. will also document supported products, communicate with clients regarding computing standards, and maintain expert knowledge of Penn's supported computing technologies. Continuous professional development is encouraged, with opportunities to attend conferences and training programs to enhance project management, interpersonal, and technical skills. Overall, the ITSS Sr. will play a vital role in advancing the mission of the University by providing high-quality, reliable IT support to the campus community.

Responsibilities

• Act as a member of the Client Care team working on the service desk to provide computing support and related services to university clients.
• Perform as a lead and/or member of Client Care's service teams whose goal is to provide first and second level support of client-facing services.
• Act as single point of contact to clients for requests and incidents, manage internal escalation, vendor management and customer communications.
• Provide expert level consultation and support to the campus community.
• Diagnose and resolve complex technical problems with computing hardware, software, and network services.
• Participate on ISC's Desktop Engineering team, providing support to campus for existing Desktop Engineering offerings and assist with developing future Desktop Engineering initiatives.
• Participate on various project and campus technology teams, and occasionally lead projects and groups.
• Act as project support and manage client communications on major cross-organizational projects.
• Work with other units in ISC and with local support providers to implement and support computing standards.
• Document supported products and communicate with clients regarding computing standards, policies, and support practices.
• Maintain expert knowledge of Penn's supported computing technologies.
• Attend conferences and seminars, and complete internal and external training programs to develop and improve project management, interpersonal, and technical skills.
• Perform additional duties as assigned.

Requirements

• Bachelor of Science with a preferred focus on Computer Science or Information Systems and 2 to 3 years of experience or equivalent combination of education and experience is required.
• 2 to 3 years of experience supporting a variety of client and network systems, software, and devices. Experience in an academic computing environment with a diverse population of customers and colleagues is preferred.
• Experience supporting Windows, Mac, and mobile platforms is required. Experience with information security and/or endpoint management services is preferred. Specific experience with Jamf is desirable.
• Strong customer service skills and excellent interpersonal and communication skills, both written and oral. An ability to present technical materials clearly to both technical and non-technical audiences is also required.
• Self-motivated and able to work both independently and as part of a team. The ability to learn, adopt, and support new technologies efficiently and effectively is required. Candidates are also required to maintain confidentiality of sensitive materials.

Nice-to-haves

• Experience in an academic computing environment.
• Experience with information security services - CrowdStrike experience desirable.
• Experience with endpoint management services - Jamf experience desirable.
• Experience with API scripting is beneficial.

Benefits

• Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits.
• Tuition assistance for employees, spouses, and dependent children.
• Generous retirement plans including Basic, Matching, and Supplemental retirement plans.
• Substantial time away from work for personal needs.
• Long-term care insurance for faculty and staff and eligible family members.
• Wellness and work-life resources to support health and balance.
• Professional and personal development resources.
• Access to a wide range of University resources and cultural activities.
• Discounts and special services for faculty and staff.
• Flexible work options to promote work-life balance.
• Forgivable loan for eligible employees interested in buying a home in West Philadelphia.
• Adoption assistance for qualified expenses related to legal adoption.