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. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.
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.
Posted Job Title
Technical Support Specialist, Information Technology, Penn GSE
Job Profile Title
Information Technology Support Specialist B
Job Description Summary
The Technical Support Specialist provides exceptional customer service in response to desktop and classroom technical support inquiries. This includes proactive and responsive onsite support, triaging incoming help requests to appropriate teams, and resolving or escalating Level 1 tickets. The Specialist writes and updates internal and external help documentation, manages the printer fleet, and assists in managing school-wide asset inventory records.
Job Description
Responsibilities
Triage help requests, write problem documentation, provide onsite troubleshooting and Level 1 resolution for client desktop, printers, and classroom AV issues.

• Log all calls, email, and in-person requests in FreshService ticketing system.
• Route, triage, and resolve Level 1 issues or escalate tickets as needed.
• Respond immediately to urgent onsite requests; schedule non-urgent support visits.
• Document pertinent facts on the customer and troubleshooting steps that have been attempted to solve issues in support tickets, particularly for tickets that need to be transferred to higher support tiers.
• Use and maintain the knowledgebase as a primary resource for identifying problems, finding solutions, and promoting customer self-support.
• Provide operational responsibility for GSE's printer fleet.

Support classrooms, labs, and events.

• Provide dedicated technology support for events such as speaking engagements, performances, etc.
• Perform troubleshooting, maintenance and basic repairs of computer labs, classroom instructor workstations, printers, A/V equipment in classrooms and large venue areas.
• Provide technical support for classroom printers, printer servers, and pay-for-print system.
• Monitor and support operation of video/audio web conferencing systems.
• Assist faculty, staff, and students over the phone, via the ticketing system, and in person with classroom technology.

Provide outstanding service delivery.

• Develop technical knowledge and skill level to troubleshoot and resolve customer issues; recommend system and/or process improvements.
• Monitor system activity/performance/usage for use GSE-IT supported SAAS products to proactively adjust or communicate with clients
• Possess a fundamental understanding of critical events when they happen (ie. System interruptions, security breaches, failed backups), what to do, and with whom to make contact.

Create documentation and training materials for internal and external audiences.

• Document internal policies and procedures.
• Create documentation to support upcoming changes or to teach new concepts related to GSE hardware, software, or procedures.
• Communicate effectively with team members utilizing ticket notes and Microsoft Teams messaging.
• Maintain and update equipment inventory records, spreadsheets, and documentation.

Demonstrate commitment to continuous professional growth and team development.

• Make presentations in staff meetings and Penn IT Convention
• Maintain awareness of current technology trends; recommend pilots or experiments to assess feasibility or new opportunities; research new tools, methods, and technologies.
• Actively contribute to the team effort; be accountable for individual workload and deliver against agreed-upon goals/targets; collaborate and share knowledge with team members.

Perform additional duties as assigned.
Qualifications

• A Bachelor's degree and 1-2 years of experience are required, or an equivalent combination of education and experience.
• Experience with Windows & Mac operating systems required.
• Experience with Microsoft 365 Suite preferred.
• Three or more years of professional work experience preferred.
• Excellent writing and interpersonal communication skills preferred.
• Ability to manage multiple projects while maintaining attention to detail preferred.
• Experience with one or more of the following preferred: Technical troubleshooting, AV, and/or information security.

*All applicants must include a cover letter.*
Penn GSE actively seeks and welcomes people of color, women, the LGBTQIA community, persons with disabilities, and people at intersections of these identities, to apply.
Job Location - City, State
Philadelphia, Pennsylvania
Department / School
Graduate School of Education
Pay Range
$43,919.00 - $60,000.00 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, as well as internal and market factors and grade profile.
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.
University Benefits

• Health, Life, and Flexible Spending Accounts : Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
• Tuition : Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
• Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family-whatever your personal needs may be.
• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
• Wellness and Work-life Resources : Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement-and you and your family can enjoy many of these activities for free.
• Discounts and Special Services : From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay