IT Support Specialist, Wellness Support
Penn Medicine, University of Pennsylvania Health System
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.
Requirements
- 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.
Benefits
- Medical, Dental & Vision
- Prescription Benefits
- Behavioral Health
- Life Insurance
- Flexible Spending Accounts
- Tuition Benefits
- Retirement Plans
- Long-Term Care Insurance
- Professional Development
- Wellness Programs
- Adoption Assistance
- Home Ownership Services
Company overview
Penn Medicine, University of Pennsylvania Health System is one of the world's leading academic medical centers, representing a comprehensive healthcare system that combines the University of Pennsylvania Health System with the Perelman School of Medicine. Founded in 1765 as the nation's first medical school, Penn Medicine has a distinguished history of medical innovation, including pioneering Nobel Prize-winning mRNA vaccine technology and developing CAR T cell therapy for cancer treatment. The organization operates seven major hospitals across Pennsylvania and New Jersey, including the Hospital of the University of Pennsylvania, Penn Presbyterian Medical Center, Pennsylvania Hospital, Chester County Hospital, Lancaster General Health, Penn Medicine Princeton Health, and Doylestown Health. With nearly 49,000 team members and an $11.9 billion enterprise, Penn Medicine delivers exceptional patient care while advancing biomedical research and medical education. The system consistently ranks among the top recipients of NIH funding, receiving $580 million in the 2023 fiscal year, and maintains a strong commitment to community service, health equity, and sustainability initiatives throughout the Delaware Valley region.