IT Support Specialist

Edtech.com's Summary

The Pennsylvania State University is hiring an IT Support Specialist to join the Deskside Support team within Service Enablement and Applications, a division of Penn State IT. This role involves providing technical support and exceptional customer service for hardware and software while troubleshooting complex IT issues and managing lifecycle and setup of new equipment for approximately 8,000 devices and 28 non-IT business units.

Highlights

Provide technical support and customer service for end users' hardware and software.
Analyze and troubleshoot complex end-user issues and escalations.
Manage the lifecycle and setup of new equipment.
Support approximately 8,000 unique endpoint devices and 28 non-IT business units.
Technical skills required include proficiency with Active Directory, Microsoft Configuration Manager, Jamf Pro administration, Microsoft 365 suite, and knowledge of Windows, macOS, Android, and iOS devices.
Experience with troubleshooting user devices, peripheral equipment, and point-of-sale (POS) systems is necessary.
Participate in rotating on-call service and may require evening or weekend work.
Minimum qualifications include an Associate Degree and 4+ years relevant experience or equivalent combination; no certifications required.
Salary ranges from $51,000 to $74,000, with competitive benefits including medical, dental, vision, retirement plans, paid time off, and a 75% tuition discount.
Job requires a valid driver's license and successful motor vehicle record check due to job duties involving driving.

IT Support Specialist Full Description

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.

POSITION SPECIFICSâ

The Deskside Support team within Service Enablement and Applications, a division of Penn State IT, is seeking a customer service focused, self-driven and highly motivated IT Support Specialist to be part of a team that supports roughly 8,000 unique endpoint devices and 28 non-IT business units. This position will work as a distributed staff member acting as the point of contact for designated business units and deskside support.

LOCATION

Evening or weekend work may be required at times based on the needs of the units supported.
This position participates in a rotating on-call service.
The primary location for this position is onsite at the University Park campus in State College, PA, with the opportunity for a hybrid work schedule following completion of a 90 day training period. Once training is completed, the role requires regular onsite presence each week and typically will allow for up to one remote work day per week based on business needs.

RESPONSIBILITIES

Provide exceptional customer service and technical support to end users for hardware and software.
Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting.
Computers Systems and Peripherals.
Provide Advanced high-level troubleshooting/diagnostics.
Life cycle and setup new equipment.
Provide and implement innovative solutions.
Assist in streamlining department processes for efficiency.
Foster relationships between IT and faculty/staff.

QUALIFICATIONS

Qualified candidates will demonstrate skills, experience and familiarity in several of the following areas:

Experience diagnosing and resolving IT problems in response to customer reported incidents is required.
Experience training end users in the use of equipment and software is desired.
Experience troubleshooting issues with user devices and peripheral equipment is necessary.
Technical knowledge of Active Directory.
Experience with Microsoft Configuration Manager.
Experience supporting and administering Jamf Pro.
Proficiency with the Microsoft 365 suite.
Experience supporting Windows, macOS, Android, and iOS devices.
Knowledge of point-of-sale (POS) systems and related hardware/software support.
Ability to adjust to an ever-changing work environment.
Ability to work independently as well as in a team environment and with sensitivity to varied personalities.

MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONS

Associate Degree4+ years of relevant experience; or an equivalent combination of education and experience acceptedRequired Certifications:None

APPLICATION MATERIALS
Candidates should upload a cover letter, and resume at the time of application for full consideration.

BACKGROUND CHECKS/CLEARANCES

Employment with the University will require successful completion of background check(s) in accordance with University policies. This position requires that you operate a motor vehicle as a part of your job duties. A valid driver's license and successful completion of a motor vehicle records check will be required in addition to standard background checks.

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 $51,000.00 - $74,000.00.

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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Original Job Description