IT Support Specialist, Wellness 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, Wellness Support

Job Profile Title

Information Technology Support Specialist B

Job Description Summary

HireIT provides high-quality IT support services to ensure the reliable availability of computing resources for members of the University community. In addition to supporting HireIT clients, the IT Support Specialist will provide dedicated IT support to Penn Wellness, including coverage during Saturday operating hours and regular on-site support for clinical and administrative offices. This role requires the ability to work effectively in a clinical environment, maintain strict confidentiality, and adapt to the needs of a fast-paced office.

Job Description

Job Responsibilities:

• •Provide support coverage and endpoint management for Saturday hours. Participate on the HireIT Wellness support team during weekday hours.
• •Work a hybrid schedule on an alternate Tuesday-through-Saturday schedule. Occasional evening and additional weekend work may be required to meet operational and client support needs.
• •Analyze client requirements, provide technical guidance, and coordinate resources to support diverse business needs and objectives.
• •Diagnose and resolve complex technical issues involving computing hardware, software, and network services.
• •Review and interpret technical documentation to develop a comprehensive understanding of Penn’s diverse computing environment and supported technologies.
• •Develop and maintain technical documentation to communicate changes, introduce new concepts, and document policies, procedures, and best practices.
• •Maintain current knowledge of emerging technologies and advancements relevant to supported systems and services.
• •Participate in University-wide project teams, task forces, and user group meetings to support collaboration and continuous improvement.
• •Other duties and responsibilities as assigned

Qualifications:

• •Bachelor of Science and 1 to 2 years of experience or equivalent combination of education and experience is required.
• •Experience providing technical support for current macOS and Windows operating systems and productivity applications, preferably in an academic computing or professional services environment.
• •Ability to work independently, manage competing priorities, and take initiative in resolving technical issues.
• •Ability to thrive in a client-focused, technically driven environment while delivering responsive, high-quality support.
• •Flexibility and adaptability in responding to changing priorities and varied work environments.
• •Excellent interpersonal, verbal, and written communication skills, including the ability to explain technical concepts clearly.
• •Demonstrated ability to build effective working relationships with a diverse range of clients and colleagues while providing exemplary technical support.
• •Commitment to maintaining the confidentiality and security of sensitive information.
• •Experience imaging, deploying, and supporting end-user systems in a highly managed IT environment.
• •Experience supporting virtual desktop infrastructure and related technologies, such as Azure Virtual Desktop, IGEL, and Imprivata.
• •Experience supporting electronic medical record (EMR) systems, particularly Epic.
• •Ability to lead technical initiatives while collaborating effectively with others to achieve shared goals.
• •Experience with audio-visual technologies and/or endpoint management is a plus.

Job Location - City, State

Philadelphia, Pennsylvania 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

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 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 al