Information Technology Support Specialist, Business Services Division (BSD)

Information Technology Support Specialist, Business Services Division (BSD)

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.

COVID-19 vaccination is a requirement for all positions at the University of Pennsylvania. New hires are expected to be fully vaccinated before beginning work at the University. For more information about Penn's vaccine requirements and the use of Penn Open Pass, visit the Penn COVID-19 Response website for the latest information.

Posted Job Title
Information Technology Support Specialist, Business Services Division (BSD)

Job Profile Title
Information Technology Support Specialist A

Job Description Summary
Reporting to the Helpdesk and Desktop Team Operations Manager, the IT Support Specialist supports the Business Services Division in managing desktop hardware and software infrastructure and support services for approximately 20 different departments falling under the auspices of Business Services. Maintain computer life cycles, current software applications, wired and wireless Networking inventory and tasks, computer upgrades (hardware and software). Assist with configuration, implementation, and troubleshooting and resolving technical problems for desktop computers, laptops, mobile technology, internet of things devices, and peripherals and support departmental/business specific proprietary systems. Support and address the helpdesk queue and respond to client calls. Support current work from home support model as defined in Business Services. Participate in special IT projects supporting initiatives such as Digital Signage, Intelligent Mail Lockers, Deep Freeze, and any Internet of Things projects when needed. As part of the division's BSD IT team, evaluate and recommend new technology; develop solutions to technical problems.

Document BSD supported products and adhere to and communicate with the division's end-user community regarding computing standards, policies, and support practices. Train staff to use systems and software as appropriate. Maintain expert knowledge of Penn's supported information systems and computing technologies. Participate in campus project teams, task forces, and user groups. Complete internal and external training programs to develop and improve professional and technical skills.

Job Description

  • Assist with configuration, implementation, troubleshooting, and resolving complex technical problems for desktops, laptops, mobile technology, internet of things devices, and peripherals. Install & configure hardware & software; understand end-user requirements to evaluate and make recommendations for supported technologies and products that align with business needs; assist with implementing and maintaining technology. Develop and maintain BSD desktop image using Microsoft's deployment Toolkit.
  • Provide remote and hands-on technical support and assistance to the end-users suite of office productivity applications and network applications (Microsoft 365, Conferencing tools (Teams & Zoom) as well as Remote Assistance Toolset. Develop an understanding to support departmental/business specific proprietary systems.

    Adhere to established best practices for securing desktops and printers.
  • Maintain hardware and software inventory and perform monthly audits; update records in KACE and Software tracking spreadsheet. Develop and document necessary procedures, how-to documentation, training, and support materials; and maintain/refresh the Knowledgebase system of best practices and processes in the helpdesk system.
  • Participate in the day to day operations of the division active directory domain controller -such as account creation, AD group creation and management.
  • Apply the standards of the office for customer service in the performance of all duties. Keep abreast of current technology; and maintains expert knowledge of Penn's such as VOIP Phones (PennFlex), Wireless Network (AirPennNet) and BSD s supported hardware and software.
  • Other duties and responsibilities as assigned.

  • An Associate's degree with 3 to 5 years of experience, or equivalent combination of education and experience, is required.
  • Experience supporting Windows 10, Mac OS, MS Office 365 suite, and standard networking and utility applications needed.
  • Knowledge of macOS desktop system administration preferred; knowledge of KACE Systems Management preferred; familiarity with desktop hardware support and maintenance required; User Account Administration in ManageEngine a plus.
  • Hands-on experience in developing images using Microsoft's Deployment Toolkit; excellent interpersonal skills are essential.
  • Spoken/written communication skills required; ability to work and communicate with users of varying levels of expertise needed.
  • Strong organizational skills and the ability to work on multiple tasks and projects and adapt to frequent change required.
  • Ability to work independently with limited direct supervision in a self-motivated and self-directed manner required.
  • Ability to work as a member of a team required.
  • A candidate needs a State issued Driver's license and ability & willingness to travel to all departmental sites, including the Morris Arboretum.
  • Position requires the person to be on/call and carry a cell phone and work some evenings & weekends, especially during peak work periods (e.g., student move-in/move-out).

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Business Services

Pay Range
$37,220.00 - $73,228.00

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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