Information Technology Support Specialist - ISC Client Services

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Information Technology Support Specialist - ISC Client Services


University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Employers By State in 2021.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title
Information Technology Support Specialist - ISC Client Services

Job Profile Title
Information Technology Support Specialist A

Job Description Summary
ISC's HireIT Services team provides best-in-class IT service delivery in a matrix environment to more than 1000 clients across a diverse collection of campus organizations. The position will interact daily with clients who have varying levels of technical expertise and provide them with top-tier support and consulting. The ultimate goal of our IT specialists is to form trusting professional relationships with our clientele. The IT Support Specialist will analyze functional requirements and advise clients; contribute to IT projects and coordinate resources in support of clients' diverse business goals; quickly study and absorb documentation of all types in order to fully understand Penn's diverse computing environment; generate documentation in order to support changes, teach new concepts, and document policies and procedures. The IT Support Specialist will utilize the resources provided by ISC to stay on the cutting edge of the technologies we support, and will engage in offered professional development opportunities; the position is also expected to participate in campus-wide project teams, task forces, and user group meetings.

Job Description

Primary Responsibilities



  • Interact daily with clients who have varying levels of technical expertise and provide them with top-tier support and consulting through support on HireIT intake (phone, email, ticket management system)
  • Assume ongoing responsibility for specific services, and complete other project work as assigned.
  • Provide deskside support to clients in various campus locations.
  • Participate on campus-wide project teams, task forces, and user groups.
  • Establish and foster ongoing relationships with clients. Maintain working knowledge of client office functions and needs. Make recommendations for IT solutions for improving work
  • Perform additional duties as assigned




  • Bachelor's Degree with 0-1 year of related experience or equivalent combination of education and experience is required
  • Experience providing technical support for contemporary client operating systems (Macintosh and Windows) and productivity applications, preferably in an academic computing or professional services environment.
  • Experience configuring, deploying and supporting client systems in a highly managed environment.
  • Demonstrate curiosity for technology, possess aptitude and eagerness for learning; openness and ability to quickly absorb information of all types to fully understand Penn's diverse computing environment
  • Excellent interpersonal, oral and written communication skills with the ability to present technical materials clearly.
  • Team-oriented with willingness and ability to work with a wide variety of clients and colleagues, delivering exemplary technical support.
  • Ability to both lead, and work in support of others to produce best outcomes.
  • Proven sound independent judgment, professional demeanor, superior technical ability, and a solid work ethic.
  • Ability to thrive in a client-centric, technically-focused environment, an excellent track record of providing customer service.
  • Ability to adapt to a changing and variable work experience.
  • Ability and commitment to maintaining the confidentiality of sensitive materials.
  • Skills and experience in multimedia, audio-visual, or information security a plus.


Working Conditions
Office, Library, Computer Room

Physical Effort
Typically sitting at a desk or table; Occasional lifting 25 lb. or less

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Information Systems and Computing

Pay Range
$36,401.00 - $91,232.00

Affirmative Action Statement
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits



  • Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
  • Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
  • Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
  • Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.
  • Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
  • Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
  • Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
  • University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement—and you and your family can enjoy many of these activities for free.
  • Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
  • Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
  • Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
  • Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

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