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IT SUPPORT SPECIALIST / SENIOR

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Posting Details

Posting Details

Reference Number 07-27205
Posted Job Title IT SUPPORT SPECIALIST / SENIOR
School Name Wharton School
Org Wharton Computing and Instructional Technology (WCIT)
Posted to the Web 10/24/2017
Posted Job/Salary Grade B/C
Employment Type Exempt
Hours N/A
Position Type Full Time
Position Schedule 7am - 3pm Tuesday to Friday; 8am -4pm on Saturday
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 World’s First Business School

JOSEPH WHARTON, FOUNDER
In 1881, American entrepreneur and industrialist Joseph Wharton established the world’s first collegiate school of business at the University of Pennsylvania.

Wharton’s pioneering vision was to produce graduates who would become ‘pillars of the state, whether in private or in public life.’ The Wharton School maintains a long tradition of educating visionary business leaders in academia, business, government, and not-for-profit organizations.

Today, Wharton has expanded the scope of this vision to become the most comprehensive source of business knowledge in the world – with over 225 faculty members, 95,000 alumni, 5,000 students across 10 academic departments, 20 research centers, and more than 9,000 executive education participants annually. https://www.wharton.upenn.edu/

Duties

Under the general supervision of the IT Director of the Classroom Support group within the department of Client Technology Services, the successful candidate will manage customer relations and provide front line support for a fast-paced customer service technology group at the Wharton School.
IT Support Specialist position’s responsibilities:
The IT support Specialist serves as a primary technical resource to ensure that faculty, staff and guests are able to successfully utilize installed and portable audio-visual equipment during classes, conferences, and special events. This position will provide front line support if there is equipment failure, or when an end user needs assistance. Responsibility with completing room checks on a daily basis, answering emergency calls, completing scheduled jobs which include starting in room class recordings, assisting Faculty, Staff and Guest with logging onto the system and setting up the room technology to their preference, setting up microphones and speakers, respond to emails via our ticketing system, facilitating training sessions, initiating and supporting ATC and VTC sessions, troubleshooting problem equipment, which include assisting members of the System and Process group with replacing failed equipment, testing new equipment and technology solutions, assign staff members to scheduled events, attend planning sessions to answer questions and provide guidance on the technology services that we provide and can support. Expected schedule is 7am to 3pm, Tuesday through Fridays, 8am-4pm Saturdays.
Senior IT Support Specialist position’s responsibilities (in addition to above duties):
The Senior IT Support Specialist will function as an escalation point for more complex issues and provide a higher level of technical aptitude. Identify issues as high impact or ongoing problems and lead the effort to assess, manage, and develop resolutions. Will be responsible for overseeing the management of Ticketing, Scheduling, and VCMS to ensure that client needs are met in a timely man

Qualifications

A Bachelor’s Degree and 1 year of experience or equivalent combination of education and experience is required.
- Perferred Bachelor’s degree and a minimum of 1 years experience in a large scale academic or administrative computing environment; demonstrated experience with systems analysis, support, and administration.
- Experience with audio-visual systems, sound reinforcement, video recording, and data projection and audio-visual setup is desired.
- Ability to work independently as well as on project teams, excellent interpersonal skills and strong customer service orientation for a wide variety of customers and colleagues, strong written and verbal communication skills, self-motivated and well-organized, ability to present technical materials clearly, ability to multi-task and work effectively within tight turnaround schedules, able to manage multiples projects/deadlines concurrently and to work effectively under pressure.
- Early shift, Occasional weekend and evening shifts; due to academic schedule, vacation may not be taken from mid-August thru September.

Senior IT Support Specialist, in addition to above skills:
- Bachelor’s degree and a minimum of 2 years experience in a large scale academic or administrative computing environment; demonstrated experience with systems analysis, support, and administration.
- Demonstrated advanced technical troubleshooting ability.
- Experience with using and troubleshooting integrated Audio Visual equipment such as Crestron, Extron, etc.
- Experience with VCMS and LMS platforms.

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/32356

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

Applicant Documents

Required Documents
  1. Resume
Optional Documents
  1. Cover Letter