IT Support Specialist

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• CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.

• If you are NOT a current employee or student, please click "Apply" and complete the application process for external applicants.

JOB DESCRIPTION AND POSITION REQUIREMENTS:

The Information Technology Department of Donald P. Bellisario of Communications at Penn State University is seeking a skilled IT Support Specialist to provide computing support to end users, serve as a subject matter expert who will work closely with other members on the team on advanced diagnostics and troubleshooting of intermediate and difficult support issues, provide guidance and support regarding policy and to IT support staff and end users. Supported devices include computers with Windows, Mac, and Linux operating systems (a variety of versions and distributions), Android and iOS mobile devices, and miscellaneous printers, peripherals, and web-conference technologies. Works under minimum supervision on varied and sometimes difficult work assignments, conferring with supervisor or subject matter experts on unusual matters.

This is a limited-term appointment, funded for 1 year from the hire date with the possibility of renewal.

Responsibilities include:

• Provide high level computing support for users with computer hardware, peripherals, computer configurations and software; analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff.
• Remediate workstation vulnerabilities through system/software updates and patching.
• Perform hardware/software evaluation and report recommendations to management.
• Tack, analyze, forecast, and provide regular updates on Software/Hardware throughout its lifecycle to management.
• Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures.
• Research and provide recommendations for both internal IT and Bellisario users.
• Assist in creation/maintenance of process and performance improvement efforts.
• Train and evaluate new service desk staff, wage, and student employees.
• Provide intermediate to advanced desktop support and vulnerability remediation.
• Coordinate or lead projects.

Required skills and experience include:

• Use, support, and administration of networked Windows and Apple systems
• Diagnosis and repair of computer systems
• Diagnosing issues with network configurations from the endpoint
• Prior customer service in a service-related role
• The ability to excel both independently and in a team environment to ensure highest level of availability and performance of the job responsibilities
• A good comfort level working with underserved and/or underrepresented populations.
• Commitment and ability to successfully advocate for diversity, equity, inclusion and belonging.
• Excellent communication, organizational, problem-solving, and interpersonal skills
• The ability to be flexible with rapidly changing priorities
• The ability to multi-task effectively
• Keen attention to detail and time-management
• Strong work ethic

Preferred skills and experience include:

• End-user application support (Microsoft Office, Adobe, and other common office or multi-media apps)
• Skills in troubleshooting and maintaining A/V equipment in high traffic environments (Crestron, Extron, AMX, or similar) are desired.
• Intermediate knowledge of most or all the following technologies: backup and disaster recovery technologies; multi-function printer/fax/copier integrated systems; digital signage systems; and software deployment methods and systems (JAMF, Munki, BigFix).

Education and Experience: This position at the minimum requires an Associate's degree and 4+ Years of relevant experience or an equivalent combination of education and experience.

Work Arrangement: The IT Support Specialist will work onsite with the typical hours of Monday through Friday from 8:00 a.m. to 5:00 p.m. ET. However, this position may infrequently (about once a month, on average) require an adjustment in that schedule (i.e., shifting hours or working additional hours, including on weekends) to support special events outside of the typical workday.

Background Check: This position requires that you operate a motor vehicle as a part of your job duties. A valid driver's license and successful completion of a motor vehicle records check will be required in addition to standard background checks. Must be able to lift 50 pounds with or without accommodation.

The Pennsylvania State University is committed to and accountable for advancing diversity, equity, and inclusion in all its forms. We embrace individual uniqueness, foster a culture of inclusive excellence that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity, and engage all individuals to help them thrive. We value inclusive excellence as a core strength and an essential element of our public service mission.

Penn State offers competitive benefits to full-time employees, including medical, dental, vision, and retirement plans, in addition to tuition discounts (75% discount for spouse and children), and paid holidays. Please visit https://hr.psu.edu/current-employee/benefits for more detailed information.

The salary range for this position, including all possible grades is:

Salary Structure - additional information on Penn State's job and salary structure.

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