IT Support Specialist

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 Penn State IT at the Pennsylvania State University, is seeking self-driven and highly motivated applicants who have a desire to help individuals solve IT issues to join our team. This is a team of 20 specialists that support the day-to-day IT needs of all areas within Finance and Business, Provost Offices, Senior VP for Research Offices, Office of the President and Penn State IT. The Deskside Support team supports roughly 5,000+ individuals and 3,000+ unique endpoint devices. ABOUT THE ROLE This position is part of the Endpoint Management group and is involved primarily with computer hardware from quote through purchasing, receiving, inventorying, imaging, deploying and lifecycling. In addition, this position plays a role in our daily efforts to remediate vulnerabilities on endpoint computing devices. The role also provides direct IT support services with customers and users regarding all technology needs/issues, including but not limited to hardware and software break/fix, basic network and server troubleshooting all the way up to new and innovative solution planning and implementation. This position participates in supporting the varied and complex software needs for the business verticals within the units supported as well as participates in a daily drive to evaluate the immediate and long-term needs of our customers and users so that they can most effectively and efficiently serve their customers. QALIFICATIONS Qualified candidates will demonstrate skills, understanding, experience and familiarity in several of the following areas: Strong written and verbal communications, attention to detail, and a desire to learn. Excellent customer service skills supported by analytical thinking, critical thinking, and problem-solving abilities. Demonstrated ability to manage multiple simple to complex requests at one time Collaboration and team building/improvement focused. Ability and desire to work in a constantly evolving environment and grow and strengthen knowledge management. Knowledge and understanding centralized incident and request systems. Experience working with Windows and Mac Operating Systems Proficiency with Office 365 Understanding the importance of timely updates to reduce endpoint threat vectors. Familiarity with endpoint management platforms such as BigFix and MECM Experience with Mac OS and iOS is desired. MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONS General Equivalency Diploma (GED) or High School (HS) 2+ years of relevant experience; or an equivalent combination of education and experience accepted Required Certifications: CLEAN Certification - Pennsylvania State Police Certification is not required for this position. LOCATION 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 workday per week based on business needs. BACKGROUND CHECKS/CLEARANCES Employment with the University will require successful completion of background check(s) in accordance with University policies. Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S. SALARY & BENEFITS The salary range for this position, including all possible grades, is $46,400.00 - $67,300.00. 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. For more detailed information, please visit our Benefits Page. CAMPUS SECURITY CRIME STATISTICS Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here. EEO IS THE LAW 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. Federal Contractors Labor Law Poster PA State Labor Law Poster Penn State Policies Copyright Information Hotlines There’s a reason Penn State consistently ranks among the top one percent of the world’s universities. Across 24 campuses, our 100,000 students and 40,000 faculty and staff know the real measure of success goes beyond the classroom – it’s the positive impact made on communities across the world. Our ideals stem from our origins as Pennsylvania’s sole land-grant institution, which allow us to continue to bring positive impact to humanity through our teaching, research, and engagement mission. And across the world is a community of Penn Staters – more than half a million strong – driven by that same spirit to serve our local and global communities. At Penn State, passion is met with collaboration in an environment that is rooted in shared pride for the accomplishments of our fellow students, faculty, staff, and alumni. Penn Staters cheer each other on to build a culture committed to service and engagement. Our University values represent our core ethical aspirations for all our daily activities and actions as students, faculty, staff, and volunteers at Penn State. Our values are as follows; Integrity, Respect, Responsibility, Discovery, Excellence, and Community. We Are Penn State. One Community. Impacting Many.