IT Support Specialist

APPLICATION INSTRUCTIONS:

• CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday.
• CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.
• If you are NOT a current employee or student, please click "Apply" and complete the application process for external applicants.

Approval of remote and hybrid work is not guaranteed regardless of work location. For additional information on remote work at Penn State, see Notice to Out of State Applicants.

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POSITION SPECIFICS​

The IT Support Specialist provides technical expertise, end‑user support, administration, and continuous improvement of Microsoft 365 services across the organization. This role ensures reliable operations of core productivity tools—including Exchange Online, Teams, SharePoint, OneDrive, Intune, and Azure Active Directory—while delivering excellent customer service and empowering users through training and documentation.

Key Responsibilities

End‑User Support & Troubleshooting

• Provide Tier 2/3 support for issues related to Office 365 applications (Teams, Teams Phone, Outlook, OneDrive, SharePoint, etc.).
• Respond to phone calls, chat support and service desk tickets to ensure each customer always received outstanding service while addressing and resolving questions.
• Diagnose and resolve email, authentication, device sync, and collaboration tool problems.
• Assist with Teams meetings, calling features, and device connectivity issues.
• Develop technical documentation and instructions for end users. 
• Support mobile and desktop clients, including Windows, macOS, Android, and iOS.

Administration & Configuration

• Manage users, groups, licensing, and roles within Microsoft 365 Admin Center and Azure AD.
• Manage Teams telephony.
• Maintain SharePoint Online site permissions and OneDrive governance.

Service Health & Monitoring

• Monitor Microsoft 365 service health and communicate incidents or outages to stakeholders.
• Perform proactive checks to ensure system performance, capacity, and security.
• Collaborate with IT teams to escalate or resolve system‑wide issues.

QUALIFICATIONS

• Experience providing Tier 2/3 technical support in an enterprise environment, preferably within higher education.
• Working knowledge of Microsoft 365 Admin Center and Azure Active Directory (user, group, role, and license management).
• Proficiency with SharePoint Online permissions, site administration, and OneDrive governance best practices.
• Experience supporting Teams meetings, telephony, calling features, and related devices.
• Proficiency supporting Windows and macOS desktops, as well as iOS and Android mobile devices.
• Experience creating and maintaining clear technical documentation and end-user instructions.

MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONS

General Equivalency Diploma (GED) or High School (HS)2+ years of relevant experience; or an equivalent combination of education and experience acceptedRequired Certifications:None

BACKGROUND CHECKS/CLEARANCES

Employment with the University will require successful completion of background check(s) in accordance with University policies.

Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.

SALARY & BENEFITS

The salary range for this position, including all possible grades, is $46,400.00 - $67,300.00.

Salary Structure - Information on Penn State's salary structure

Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children. For more detailed information, please visit our Benefits Page.

CAMPUS SECURITY CRIME STATISTICS

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here.

EEO IS THE LAW

Penn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.

Penn State is committed to and accountable for advancing equity, respect, and belonging. We embrace individual uniqueness, as well as a culture of belonging that supports equity initiatives, leverages the educational and institutional benefits of inclusion in society, and provides opportunities for engagement intended to help all members of the community thrive. We value belonging as a core strength and an essential element of the university's teaching, research, and service mission.

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