Edtech.com's Summary

University of Pennsylvania is hiring an IT Support Specialist, Wellness Support to provide dedicated technical support to Penn Wellness through HireIT, the university's IT support service. The specialist covers Saturday operating hours and offers regular on-site help to clinical and administrative offices, working in a confidential, fast-paced clinical environment. When not covering Wellness, the role supports other HireIT clients across the university community.

Highlights

Provide Saturday support coverage and endpoint management for Penn Wellness, and join the HireIT Wellness support team during weekday hours.
Work a hybrid schedule that alternates Tuesday through Saturday, with occasional evening and additional weekend work as client needs require.
Diagnose and resolve complex problems with computing hardware, software, and network services, and provide technical guidance based on client requirements.
Write and maintain technical documentation covering changes, new concepts, policies, procedures, and best practices.
Take part in university-wide project teams, task forces, and user group meetings, and keep up with emerging technologies relevant to supported systems.
Bachelor of Science and 1 to 2 years of experience, or an equivalent combination of education and experience.
Experience providing technical support for macOS and Windows and productivity applications, preferably in an academic computing or professional services environment.
Experience imaging, deploying, and supporting end-user systems in a highly managed IT environment, and supporting virtual desktop tools such as Azure Virtual Desktop, IGEL, and Imprivata.
Experience supporting electronic medical record systems, particularly Epic, and a commitment to protecting confidential and sensitive information.
Salary range of $62,067 to $70,000.

IT Support Specialist, Wellness Support Full Description

Job Description Summary

HireIT provides high-quality IT support services to ensure the reliable availability of computing resources for members of the University community. In addition to supporting HireIT clients, the IT Support Specialist will provide dedicated IT support to Penn Wellness, including coverage during Saturday operating hours and regular on-site support for clinical and administrative offices. This role requires the ability to work effectively in a clinical environment, maintain strict confidentiality, and adapt to the needs of a fast-paced office.

Job Responsibilities:

Provide support coverage and endpoint management for Saturday hours. Participate on the HireIT Wellness support team during weekday hours.
Work a hybrid schedule on an alternate Tuesday-through-Saturday schedule. Occasional evening and additional weekend work may be required to meet operational and client support needs.
Analyze client requirements, provide technical guidance, and coordinate resources to support diverse business needs and objectives.
Diagnose and resolve complex technical issues involving computing hardware, software, and network services.
Review and interpret technical documentation to develop a comprehensive understanding of Penn’s diverse computing environment and supported technologies.
Develop and maintain technical documentation to communicate changes, introduce new concepts, and document policies, procedures, and best practices.
Maintain current knowledge of emerging technologies and advancements relevant to supported systems and services.
Participate in University-wide project teams, task forces, and user group meetings to support collaboration and continuous improvement.
Other duties and responsibilities as assigned

Qualifications:

Bachelor of Science and 1 to 2 years of experience or equivalent combination of education and experience is required.
Experience providing technical support for current macOS and Windows operating systems and productivity applications, preferably in an academic computing or professional services environment.
Ability to work independently, manage competing priorities, and take initiative in resolving technical issues.
Ability to thrive in a client-focused, technically driven environment while delivering responsive, high-quality support.
Flexibility and adaptability in responding to changing priorities and varied work environments.
Excellent interpersonal, verbal, and written communication skills, including the ability to explain technical concepts clearly.
Demonstrated ability to build effective working relationships with a diverse range of clients and colleagues while providing exemplary technical support.
Commitment to maintaining the confidentiality and security of sensitive information.
Experience imaging, deploying, and supporting end-user systems in a highly managed IT environment.
Experience supporting virtual desktop infrastructure and related technologies, such as Azure Virtual Desktop, IGEL, and Imprivata.
Experience supporting electronic medical record (EMR) systems, particularly Epic.
Ability to lead technical initiatives while collaborating effectively with others to achieve shared goals.
Experience with audio-visual technologies and/or endpoint management is a plus.

Job Location - City, State

Philadelphia, Pennsylvania

About Information Systems & Computing:

Information Systems & Computing (ISC) is the University of Pennsylvania’s central IT organization, providing the core network, data, voice, video, and enterprise application infrastructure and services upon which Penn’s numerous Schools and Centers build their unique tools and capabilities.

ISC’s 300-plus employees work closely with the University’s IT organizations in order to create, deliver and support products and services that help Schools and Centers operate efficiently and effectively. We strive to be easy to work with, and to serve as a trusted advisor to Penn’s IT community, faculty, staff and students in support of an environment of discovery and progress.

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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