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 Employers By State in 2021.
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.
COVID-19 vaccination is a requirement for all positions at the University of Pennsylvania. New hires are expected to be fully vaccinated before beginning work at the University. For more information about Penn's vaccine requirements, visit the Penn COVID-19 Response website for the latest information.
Posted Job Title
IT Support Specialist B- ISC Client Care and Provider Services (Hybrid Eligible)
Job Profile Title
Information Technology Support Specialist B
Job Description Summary
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 270-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.
ISC's focus on customer service and the high-quality, cost-effective, reliable implementation of modern IT solutions advances the mission of the University, as well as that of each individual School and Center. At Penn, technological freedom and departmental autonomy represent dearly held core values. ISC supports those ideas by providing foundational services and cogent counsel, empowering individuals and departments to employ their distinct strengths in support of their goals. Learn more about us by visiting
https://www.isc.upenn.edu/about or www.linkedin.com/company/penn-information-systems-computing/
ISC Client Care is currently looking for two IT Support Specialist to join our staff of experienced IT professionals who make every effort to resolve an issue or answer a question upon first contact.
As a member of the Client Care team, the IT Support Specialist will work on the service desk doing intake to provide computing support and related services to university clients. Complete regular shifts that focus on processing incident and service request tickets. Act as single point of contact to clients for requests and incidents, managing internal escalation and customer communications. Work regular shifts at the Tech Center providing direct end user support to Penn's students and other Library patrons. Produce and ensure technical support documentation is kept up to date. Develop and deliver instructional programs to student workers. Prepare technical resources for students. Perform as a member on a variety of Client Care Tier 1 service teams whose goal is to provide first and second-level support of client-facing services. Work as an advocate and facilitator on behalf of all ISC clients, both with other areas of ISC and vendors as necessary. Diagnose and resolve complex technical problems with computing hardware, software, and network services.
Job Description
Job Responsibilities
Perform service desk intake providing computing support and related services to university clients.
Complete regular shifts that focus on processing incident and service request tickets.
Act as single point of contact to clients for requests and incidents, managing internal escalation and customer communications.
Work regular shifts at the Tech Center providing direct end user support to Penn's students and other Library patrons.
Produce and ensure technical support documentation is kept up to date.
Develop and deliver instructional programs to student workers.
Prepare technical resources used by students.
Perform as a member on a variety of Client Care Tier 1 service teams whose goal is to provide first and second level support of client-facing services.
Work as an advocate and facilitator on behalf of all ISC clients, both with other areas of ISC and vendors as necessary.
Diagnose and resolve complex technical problems with computing hardware, software, and network services.
Qualifications
Bachelor of Science and 1 to 2 years of experience or equivalent combination of education and experience is required.
Experience providing desktop and networking support to a variety of end users and supporting a wide range of technologies and platforms (Windows/Mac laptops and various mobile devices including iOS and Android).
Ability to maintain confidentiality of sensitive materials.
Ability to deliver strong customer service and excellent interpersonal and communications skills, both oral and written.
Ability to prepare and present technical materials and documentation clearly to both technical and non-technical audiences highly desirable.
Experience working on a Help Desk preferred.
Experience working in a higher education setting preferred.
.
Targeted Pay Range: $43,919 - $65,000
This Targeted Pay Range is only applicable to this job posting.
All 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.
Job Location - City, State
Philadelphia, Pennsylvania
Hybrid Eligible - This position is eligible for a hybrid work schedule with a work week divided between working onsite and working remotely.
Department / School
Information Systems and Computing
Pay Range
$43,919.00 - $90,263.00
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