IT SUPPORT SPECIALIST SR

Posting Details

Posting Details

Reference Number 96-26647
Posted Job Title IT SUPPORT SPECIALIST SR
School Name Facilities and Real Estate Services
Org FRES Information Technology Services
Posted to the Web 08/19/2017
Posted Job/Salary Grade C
Employment Type Exempt
Hours 40.00
Position Type Full Time
Position Schedule Varies
Months 12
Position Length Ongoing
Position End Date
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.

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.

School/Center Overview

The Division of Facilities and Real Estate Services (FRES) provides the expertise, business process, policies and standards required to plan, design, construct, operate, maintain and renew the physical assets of the University, excluding the health system. In addition, the Division, comprised of approximately five Departments, is responsible for the strategic planning, management and operation of non-academic University property, and collaborating with the neighborhood to create a safe, diverse and economically vibrant destination. With close to 12M square feet of space, FRES maintains 186 buildings on a campus of 276 acres, completes over 60,000 maintenance requests per year, and starts approximately 250 projects a year. FRES is comprised of the following Departments: Administration, Office of the University Architect, Design and Construction, Real Estate, Operations and Maintenance.

The University of Pennsylvania is implementing a campus transformation entitled Penn Connects (http://www.pennconnects.upenn.edu). This comprehensive, award winning effort is expanding the campus over the next 20 years, including the construction of new academic research and recreational facilities. In addition, the University has secured $300M in Century Bond funding and continues to upgrade existing facilities over the coming years. https://www.facilities.upenn.edu/

Duties

Under limited supervision, provide primary desktop support for a 200+ system client site in a Windows environment ensuring expert problem resolution and excellent customer service to all users. Responsible for the deployment of new systems, hardware and software, upgrades and maintenance for PCs, laptops, printers, smartphones and mobile devices running a variety of Operating Systems including Windows, iOS and Android. Support the printing infrastructure which encompasses Managed Print services, user authentication, mobile printing, a combination of 28 printers and MFPs in a distributed environment. Provide first and second level technical Help Desk support and assist Network Administrator in coordinating support when external vendor support is required. Assume primary responsibility for training new users in office automation software. Advise and assist in the selection and use of computing hardware and software. Execute cyclic replacement programs for computers and smartphones according to divisional standards. Maintain accurate and timely inventory of hardware, software and licenses. Purchase software and hardware. Work with staff to test software releases and provide assistance with the daily operation of departmental database, application, file/print, and web servers. Participate in internal and interdepartmental teams and initiatives as required.

Cell phone use required. Non-traditional hours sometimes required.

Qualifications

Bachelor’s Degree and at least 2 years of end-user support experience, or equivalent combination of education and experience are required.

Experience in supporting a variety of computing systems and software, preferably within an academic computing environment. At least 5 years of end-user support experience preferred.

Strong customer service skills. Ability to provide advice, assistance and training to staff in the use of computing hardware and software, including PCS, laptops, Macs, Blackberries. Demonstrated support level skills with Windows based networking and application software including MS Office suite, Netscape, IE, Access, Outlook, Eudora. Knowledge and experience with Macintosh systems strongly preferred. Familiarity with database management reporting tools and experience in database management and report development or strong interest in developing these skills desirable.

Demonstrated planning and organizational skills and excellent verbal, written and communication skills a must. Ability to maintain confidentiality of sensitive materials. Ability to present technical materials clearly. Ability to work independently and as part of a team. Experience in information security a plus.

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.
Quick Link http://jobs.hr.upenn.edu/postings/30748

Posting Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How did you hear about this employment opportunity?
    • Jobs@Penn
    • Contacted by a Penn Recruiter
    • Referred by a Penn Employee
    • Referred by a friend or family member
    • Higher Education Recruitment Consortium (HERC)
    • Inside Higher Ed
    • Indeed.com
    • Other Internet Advertisement
    • Linkedin
    • Twitter
    • Other Social Media Site
    • Professional Affiliation/Trade Website
    • Diversity Association/Publication Website
    • Heard about it at a conference or career fair
    • Apple One
    • Recruitment and/or staffing agency
  2. * What is your highest level of education completed?
    • Less than high school education
    • High School Diploma or GED
    • Vocational or Technical School
    • Associate's Degree or Two Year College
    • Bachelor's Degree
    • Master's Degree
    • PHD/MD/JD or equivalent doctoral degree
  3. * How many years of experience do you have related to this position?
    • 0 to 1 Year
    • 1 to 2 Years
    • 2 to 3 Years
    • 3 to 5 Years
    • 5 to 7 Years
    • 7 to 10 Years
    • Over 10 Years
  4. * Do you have at least 5 years of end-user support experience?
    • Yes
    • No
  5. * Do you have training and experience deploying desktops, laptops and smartphones?
    • Yes
    • No
  6. * Do you have previous experience providing levels 1 and 2 technical desktop support?
    • Yes
    • No
  7. * Do you have experience supporting Windows, iOS and Android Operating systems?
    • Yes
    • No
  8. * Have you had experience training users in office automation software?
    • Yes
    • No

Applicant Documents

Required Documents
  1. Resume
Optional Documents
  1. Cover Letter