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 Desktop/AV Support Specialist
Job Profile Title
Information Technology Support Specialist Senior
Job Description Summary
The Senior IT/AV Support Specialist is responsible for providing
advanced technical support and consultation for all HireIT clients.
The role combines expertise in supporting and deploying
audio/visual systems across HireIT-supported environments.
This role serves as a primary point of contact for understanding
client needs, analyzing functional requirements, and advising
customers on the planning, selection, implementation, and use of
audio/video solutions that support business requirements. The
position requires specialized expertise in selecting, testing, and
evaluating new audio/visual technology, as well as managing and
maintaining supported spaces. It is also client-facing and includes
support for high-profile events in HireIT AV spaces, including
Perry World House, the Kleinman Center for Energy Policy, and the
President's Meeting and Guest House.
In addition, this role supports the broader HireIT team by
providing general IT assistance to clients across campus locations.
Responsibilities include hands-on technical support,
troubleshooting issues with computing hardware, software, and
network services, maintaining working knowledge of client hardware
and applications, and contributing to the knowledge base,
documentation, and client communications. The position may also
require occasional coverage during evenings, weekends, and
recognized University holidays.
The position plays a key role in maintaining A/V service
continuity, improving client support, and advancing HireIT's
ability to effectively manage a growing A/V and IT
environment.
Job Description
Job Responsibilities
- Consultation and Recommendations: Analyzes functional
requirements and advises users in the planning, selection,
implementation, and use of audio/video solutions to address
business requirements and provides leadership in selection,
testing, and evaluation of new audio/visual technologies
A/V Client Support: Provides remote and on-site
troubleshooting of audio/visual systems, including digital signage
hardware. Manage software and firmware updates of existing
audio/visual systems
A/V Event Support: Provide technical support for
audio/visual (AV) equipment, special events, and meetings in
person, virtually, or in a hybrid setup. Offer one-on-one and
timely training on AV systems operation.
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 A/V
integrators and vendors.
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 knowledge base,
documentation, and client communications. May include occasional
coverage for evenings, weekends, and recognized University
holidays.
Education and Training: Engage in ongoing learning about
new technology, business processes, and professional
development.
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.
- Excellent interpersonal and communication skills, both oral and
written; ability to present technical materials.
- Strong customer service orientation and has worked with various
customers and colleagues, delivering exemplary technical
support.
- Ability to work independently and as part of a team.
- Proficiency in compiling a Bill of Materials, Scope of Work,
and compiling Requests for Proposals.
- Technical knowledge and experience operating in software and/or
web UI pages (QSYS Designer, Dante Controller, Logitech Sync,
Mersive Solstice).
- Core understanding of audio signal flow, gain structure, and
EQ.
- Experience with configuration of QSC control systems.
- Q-SYS Designer Level 1 Certification (Q-SYS Level 2
Preferred)
- Dante Level 1 Certification (Dante Level 2 preferred)
- Experience with Windows/Mac Support
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
$71,733.00 - $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, 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.
To learn more, please visit:
https://www.hr.upenn.edu/PennHR/benefits-pay
Equal Employment 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.
To apply, visit https://wd1.myworkdaysite.com/en-US/recruiting/upenn/careers-at-penn/job/3401-Walnut-Street-BC-Wing---2nd-Floor/IT-Desktop-AV-Support-Specialist_JR00129595-1
je-1d8ea11a7c7b47018fcb1da5560b2264
