Edtech.com's Summary

University of Pennsylvania is hiring an IT Support Specialist, Executive Support. The role provides end-user support and technical consulting through HireIT, the university's central IT service team, to high-profile clients including Penn's central administration and the offices of the President and Provost. The specialist works with clients of varying technical experience and also supports IT projects and HireIT initiatives.

Highlights

Provide IT support, remotely and on site, to university leadership and staff while maintaining confidentiality, and recommend IT solutions that improve their work.
Handle client requests arriving by phone, email, and ticketing system, and provide desk-side support at multiple campus locations.
Diagnose and resolve computing hardware, software, and network problems, and contribute to the knowledge base and client documentation.
Support high-level meetings, including supporting the Board of Trustees, while protecting sensitive materials.
Keep clients informed about Penn computing policies and recommended practices, and manage relationships with ISC service providers and partners in Penn's schools and centers.
Maintain inventory and deployment logs, project milestones, and configuration files while owning designated services and supporting additional IT projects.
Bachelor's degree and 1 to 2 years of experience, or an equivalent combination of education and experience.
Demonstrated experience providing IT support for executive-level employees, preferably in higher education, along with experience supporting Macintosh and Windows systems and managed desktop deployments.
High availability and flexibility are expected, with occasional evening or weekend hours; the position is hybrid eligible.
Pay range of $62,067 to $70,000 per year.

IT Support Specialist, Executive Support Full Description

Posted Job Title

IT Support Specialist, Executive Support

Job Profile Title

Information Technology Support Specialist B

Job Description Summary

ISC’s HireIT Services team provides best-in-class IT service delivery in a matrix environment to more than 1200 clients across a diverse collection of campus organizations, including members of Penn’s executive offices. The HireIT team works to form trusting professional relationships with our clients by partnering to meet local needs.

Through HireIT intake services, the IT Support Specialist will provide top-tier end-user support and technical consulting through daily interaction with high-profile clients and staff who have varying levels of technical expertise. This position joins a team which focuses on executive IT support for the University of Pennsylvania central administration including the offices of the President and Provost. Due to the nature of this role, high availability and flexibility are expected. Additional work will consist of supporting IT projects for clients and HireIT IT initiatives.

This position is hybrid eligible and occasional evening or weekend hours are required.

Job Responsibilities

Leadership Support: Interact daily with university leadership and staff to provide IT support both remotely and on-site while maintaining confidentiality of sensitive information. Establish and foster ongoing relationships with leadership clients. Maintain working knowledge of client office functions and needs. Make recommendations for IT solutions for improving work.
Client Support Intake: Engage daily with clients of different technical backgrounds, offering high-quality support and consultation via HireIT intake channels (phone, email, ticket management system) and through desk-side support at multiple campus locations.
Relationship Management: Establish and maintain relationships with clients, including client relationship management and communication to inform them of changes and updates. Keep clients informed about Penn computing policies, standards, and recommended practices. Maintain an understanding of client office functions and needs. Engage and manage relationships with ISC service providers and partners in Penn’s schools and centers.
Project Participation and Management: Assume ongoing responsibility for designated services and complete additional project work as assigned. Keeps inventory and deployment logs, project status milestones, and accurate configuration files uploaded in relevant systems.
Client Support: Provide hands-on technical support and assistance to clients in various campus locations. Diagnose and resolve technical problems with computing hardware, software, and network services. Maintain support level knowledge of client hardware and applications. Contribute to the knowledge base, documentation, and client communications. May include occasional coverage for evenings, weekends, and recognized University holidays.
AV Support: Provide support for high-level meetings, including interacting with University leaders and supporting the Board of Trustees. Maintain confidentiality of sensitive materials.
Education and Training: Engage in ongoing learning about new technology, business processes, and professional development.
Other duties and responsibilities as assigned

Qualifications

Bachelor’s degree and 1 to 2 years of experience or equivalent combination of education and experience is required.
Demonstrated experience providing IT support for executive-level employees, preferably in a higher ed environment.
Experience providing technical support for contemporary client operating systems (Macintosh and Windows) and productivity applications, preferably in an academic computing or professional services environment.
Strong customer service and problem-solving skills.
Ability to thrive in a client-centric, technically-focused environment, with an excellent track record of providing exemplary technical support and customer service, particularly with people at higher levels of the organization.
Experience configuring, deploying, and supporting client desktop systems in a managed environment.
Skills and experience in database development, web development, multimedia, audio-visual, or information security are a plus.
Excellent interpersonal, oral, and written communication skills with the ability to present technical materials clearly to varied audiences.
Sound independent judgment, a professional demeanor, & a commitment to maintaining confidentiality of sensitive materials.
Ability to both lead, and work in support of others to produce best outcomes; must be team-oriented, with a demonstrated aptitude and eagerness for learning and collaboration.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Information Systems and Computing

Pay Range

$62,067.00 - $70,000.00 Annual Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.

Equal Opportunity Statement

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law.

Special Requirements

Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

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