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Senior IT Support Specialist, Information Technology Services
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Position Number: 5568836
Location: Philadelphia, PA
Position Type: Computer and Information Technology

Senior IT Support Specialist, Information Technology Services

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
Senior IT Support Specialist, Information Technology Services

Job Profile Title
Information Technology Support Specialist Senior

Job Description Summary
Join our team of talented IT professionals working together in a collegial, collaborative environment with great facilities and resources. Consult with and provide technical expertise, support and training for faculty, staff, and students with a focus on leading staff and departmental support. Diagnose and resolve complex technical problems with computing hardware, software, and network services. Manage the hardware lifecycle of all departmental assets including laptops, monitors, conferencing accessories, and peripherals. Provide instructional, research, desktop, and application support. Manage staff onboarding and offboarding as well as develop and lead training and documentation. Serve as a lead/liaison in academic and departmental technology projects and initiatives as well as ITS or campus initiatives/working groups. Identify, evaluate, and test new technologies, workflows, and services to enhance and support the Law School's mission. 40 hour/week schedule. This position may require occasional evening or weekend hours. Vacation may not be taken in September.

Job Description

Responsibilities Include:

Consult with and provide technical expertise, support and training for the Penn Carey Law community with a focus on leading staff and departmental support. Support various solutions including Office 365, OneDrive, Teams, SharePoint, Canvas, Box, Panopto, Qualtrics, Adobe, and Zoom. The Law School uses many advanced features, including collaboration, automation, custom workflows, and remote configuration/troubleshooting.
Provide expert level support and troubleshooting for both Windows and MacOS systems, printers, scanners, AV equipment, and other devices. Diagnose and resolve complex technical problems with computing hardware and network services.
Manage the onboarding and offboarding of staff/faculty, including coordinating accounts, aliases, hardware/software, resources, orientation, training, and follow-up. Manage the hardware lifecycle of all departmental assets including laptops, monitors, conferencing accessories, and peripherals.
Identify, evaluate, and test new technologies, workflows, and services to enhance and support the Law School's mission. Serve as a lead/liaison in academic and departmental technology projects and initiatives as well as ITS or campus initiatives/working groups.
Provide leadership for user training and documentation efforts. Develop and provide individual/group and online self-paced training programs. Manage internal and user-facing documentation.
Other duties and responsibilities as assigned.

Qualifications:

A Bachelor's Degree in a technical area or technical training equivalent and 2-3 years of advanced-level technical support experience.
Expertise in supporting Windows and MacOS computers, printers, scanners, and AV equipment and resolving complex technical problems. This position requires detailed expert-level knowledge of all parts of these operating systems and cloud management tools, as well as the ability to make tools/scripts to manage them at scale.
Expertise with a wide variety of software applications required including Microsoft 365, Canvas LMS, Adobe Creative Cloud, Zoom, and Qualtrics.
Excellent customer service and problem-solving skills required; ability to work and communicate with users of varying levels of expertise required; organizational skills and the ability to work on multiple tasks and projects; responsiveness and initiative.
Skills and experience in IT Service Management and Asset Management.
Skills in automation, log collection, and programming, including PowerShell, Log Analytics, Azure Functions, and Azure Monitor Agent.
Skills in EDR/XDR and SIEM tools for security incident management, such as Microsoft Defender and Sentinel, are a plus.

A Cover Letter and Resume/CV are required to be considered for this position. Please upload your Cover Letter where it asks you to upload your Resume/CV; multiple documents are allowed.

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Law School

Pay Range
$51,824.00 - $85,000.00 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

To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/Law-School/Senior-IT-Support-Specialist--Information-Technology-Services_JR00092039