IT Support Specialist, Executive Support

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

IT Support Specialist, Executive Support

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 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/.

ISC’s HireIT Services team provides best-in-class IT service delivery in a matrix environment to more than 1200 clients across a diverse collection of campus organizations, including members of Penn’s executive offices. The HireIT team works to form trusting professional relationships with our clients by partnering to meet local needs.

Through HireIT intake services, the IT Support Specialist will provide top-tier end-user support and technical consulting through daily interaction with high-profile clients and staff who have varying levels of technical expertise. This position joins a team which focuses on executive IT support for the University of Pennsylvania central administration including the offices of the President and Provost. Due to the nature of this role, high availability and flexibility are expected. Additional work will consist of supporting IT projects for clients and HireIT IT initiatives.

This position is hybrid eligible and occasional evening or weekend hours are required.

Job Description

Job Responsibilities

• •Leadership Support: Interact daily with university leadership and staff to provide IT support both remotely and on-site while maintaining confidentiality of sensitive information. Establish and foster ongoing relationships with leadership clients. Maintain working knowledge of client office functions and needs. Make recommendations for IT solutions for improving work.
• •Client Support Intake: Engage daily with clients of different technical backgrounds, offering high-quality support and consultation via HireIT intake channels (phone, email, ticket management system) and through desk-side support at multiple campus locations.
• •Relationship Management: Establish and maintain relationships with clients, including client relationship management and communication to inform them of changes and updates. Keep clients informed about Penn computing policies, standards, and recommended practices. Maintain an understanding of client office functions and needs. Engage and manage relationships with ISC service providers and partners in Penn's schools and centers.
• •Project Participation and Management: Assume ongoing responsibility for designated services and complete additional project work as assigned. Keeps inventory and deployment logs, project status milestones, and accurate configuration files uploaded in relevant systems.
• •Client Support: 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 the knowledge base, documentation, and client communications. May include occasional coverage for evenings, weekends, and recognized University holidays.
• •AV Support: Provide support for high-level meetings, including interacting with University leaders and supporting the Board of Trustees. Maintain confidentiality of sensitive materials.
• •Education and Training: Engage in ongoing learning about new technology, business processes, and professional development.
• •Other duties and responsibilities as assigned

Qualifications

• •Bachelor's degree and 1 to 2 years of experience or equivalent combination of education and experience is required.
• •Demonstrated experience providing IT support for executive-level employees, preferably in a higher ed environment.
• •Experience providing technical support for contemporary client operating systems (Macintosh and Windows) and productivity applications, preferably in an academic computing or professional services environment.
• •Strong customer service and problem-solving skills.
• •Ability to thrive in a client-centric, technically-focused environment, with an excellent track record of providing exemplary technical support and customer service, particularly with people at higher levels of the organization.
• •Experience configuring, deploying, and supporting client desktop systems in a managed environment.
• •Skills and experience in database development, web development, multimedia, audio-visual, or information security are a plus.
• •Excellent interpersonal, oral, and written communication skills with the ability to present technical materials clearly to varied audiences.
• •Sound independent judgment, a professional demeanor, & a commitment to maintaining confidentiality of sensitive materials.
• •Ability to both lead, and work in support of others to produce best outcomes; must be team-oriented, with a demonstrated aptitude and eagerness for learning and collaboration.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Information Systems and Computing

Pay Range

$62,067.00 - $70,000.00 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, 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