IT Support Specialist, Executive Support

Job Description Summary

Information Systems & Computing (ISC) is the University of Pennsylvania's central IT organization. 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. 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. This position is hybrid eligible and occasional evening or weekend hours are required.

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.