Senior IT Support Specialist

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.

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Job Description Summary

Job Description

Job Responsibilities:

• Facilitate the Wellness support efforts, ensuring high levels of availability and rapid response for any technology issues that may arise.

• Lead initiatives on behalf of clients and represent the clients in larger enterprise initiatives by providing planning and strategic direction, collecting and representing client requirements, and developing communications plans to ensure successful completion. Identify, track, and communicate issues, updates, and risks to clients and other stakeholders.

• Build and maintain relationships across ISC, the University, clients, and Penn Medicine.

• Participate in educational opportunities for continual learning on new technology, business processes, and professional development.

• Interact daily with clients who have varying levels of technical expertise and provide them with top-tier support and consulting through support on HireIT intake (phone, email, ticket management system).

• Manage the Wellness ticket queue, act as primary point of contact for Wellness escalations ensuring all work is assigned and meeting the SLA.

• Provide hands-on technical support and assistance to clients in various campus locations.

• Diagnose and resolve technical problems with computing hardware, software, and network services.

• Maintain support level knowledge of client hardware and applications. Contribute to knowledge base, documentation, and client communications.

• May include occasional coverage for evenings, weekends, and recognized University holidays.

• Establish and foster ongoing relationships with clients including client relationship management and communication with clients to keep them apprised of changes and updates.

• Keep clients apprised of Penn computing policies, standards, and recommended practice. Maintain working knowledge of client office functions and needs.

• Consult with clients and colleagues on diverse business needs.

• Recommend and review IT solutions for improving work, based on analysis and understanding of business and operational requirements.

• Plan, develop, implement, and manage projects/solutions involving clients, vendors, and other IT entities at the University.

• Serve as subject matter expert resource for HireIT, leading initiatives and managing projects, coordinating resources in support of a variety of division-wide and client-specific business goals. 

• Serve as a resource for colleagues and a mentor to junior staff.

• Create and maintain technical documentation, knowledge base articles, procedures, and client communications related to Wellness services.

• Occasional coverage for evenings, weekends, and recognized University holidays may be required.

• Other duties and responsibilities as assigned.

Qualifications:

• Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience is required.

• Experience providing technical support for contemporary client operating systems (Macintosh and Windows) and productivity applications, preferably in an academic computing or professional services environment.

• Experience in supporting virtual desktop systems (Azure Virtual Desktop, IGEL, Imprivata).

• Experience with supporting electronic medical record systems (Epic).

• Ability to thrive in a client-centric, technically-focused environment. 

• Ability to adapt to a changing and variable work experience.

• Excellent interpersonal, oral and written communication skills with the ability to present technical materials clearly. 

• Organizational skills: the ability to create and keep deadlines, goal setting, and time management. 

• Ability to work with a wide variety of clients and colleagues, delivering exemplary technical support and mentor ship.

• Ability and commitment to maintaining the confidentiality of sensitive materials. 

• Experience with HIPAA compliance preferred.

• Experience configuring, deploying and supporting client systems in a highly managed environment. 

• Ability to both lead and work in support of others to produce best outcomes.

Job Location - City, State

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.

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/.

Department / School

Pay Range

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.

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.

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