IT Support Specialist

Application Instructions APPLICATION INSTRUCTIONS: CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday. CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday. If you are NOT a current employee or student, please click “Apply” and complete the application process for external applicants. Approval of remote and hybrid work is not guaranteed regardless of work location. For additional information on remote work at Penn State, see Notice to Out of State Applicants. Position Specifics The Deskside Support team within Service Enablement and Applications, a division of Penn State IT, is seeking a customer service focused, self-driven and highly motivated IT Support Specialist to be part of a team that supports roughly 8,000 unique endpoint devices and 28 non-IT business units. This position will work as a distributed staff member acting as the point of contact for designated business units and deskside support. Location and Schedule Evening or weekend work may be required at times based on the needs of the units supported. This position participates in a rotating on-call service. The primary location for this position is onsite at the University Park campus in State College, PA, with the opportunity for a hybrid work schedule following completion of a 90 day training period. Once training is completed, the role requires regular onsite presence each week and typically will allow for up to one remote work day per week based on business needs. Responsibilities Provide exceptional customer service and technical support to end users for hardware and software. Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting. Computers Systems and Peripherals. Provide Advanced high-level troubleshooting/diagnostics. Life cycle and setup new equipment. Provide and implement innovative solutions. Assist in streamlining department processes for efficiency. Foster relationships between IT and faculty/staff. Qualifications Experience diagnosing and resolving IT problems in response to customer reported incidents is required. Experience training end users in the use of equipment and software is desired. Experience troubleshooting issues with user devices and peripheral equipment is necessary. Technical knowledge of Active Directory. Experience with Microsoft Configuration Manager. Experience supporting and administering Jamf Pro. Proficiency with the Microsoft 365 suite. Experience supporting Windows, macOS, Android, and iOS devices. Knowledge of point-of-sale (POS) systems and related hardware/software support. Ability to adjust to an ever-changing work environment. Ability to work independently as well as in a team environment and with sensitivity to varied personalities. Education & Certifications Associate Degree. 4+ years of relevant experience; or an equivalent combination of education and experience accepted. Required Certifications: None. Salary & Benefits The salary range for this position, including all possible grades, is $51,000.00 - $74,000.00. Salary Structure - Information on Penn State's salary structure. Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children. EEO Statement Penn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact . Penn State is committed to and accountable for advancing equity, respect, and belonging. We embrace individual uniqueness, as well as a culture of belonging that supports equity initiatives, leverages the educational and institutional benefits of inclusion in society, and provides opportunities for engagement intended to help all members of the community thrive. We value belonging as a core strength and an essential element of the university’s teaching, research, and service mission. #J-18808-Ljbffr