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 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-Support-Specialist--Executive-Support_JR00129606-2
je-8d7b622140db42dca59d19ae075db4e5
