What are the responsibilities and job description for the Information Technology Support Specialist, Wharton Computing and Instructional Technology position at The University of Pennsylvania?

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

Information Technology Support Specialist, Wharton Computing and Instructional Technology

Job Profile Title

Information Technology Support Specialist B

Job Description Summary

Founded in 1881 as the world's first collegiate business school, the Wharton School of the University of Pennsylvania is shaping the future of business by incubating ideas, driving insights, and creating leaders who change the world. With campuses in Philadelphia and San Francisco, Wharton has over 850 staff, a faculty population of more than 235 renowned professors, and 5,000 undergraduate, MBA, executive MBA, and doctoral students. Each year, 13,000 professionals worldwide advance their careers through Wharton Executive Education's individual, company-customized, and online programs. More than 104,000 Wharton alumni form a powerful global network of leaders who transform business every day. Wharton is home to a diverse staff population representing a rich array of backgrounds, expertise, and cultures. To learn more, visit www.wharton.upenn.edu.

The Client Support Services (CSS) team at The Wharton School delivers high-level, user-centric technical support to faculty, staff, and students. As the Single Point of Contact (SPOC) for Wharton's Technology Services, we efficiently manage incidents, service requests, and technical issues. Our approach emphasizes prompt triage, thorough assessment, research, and resolution to minimize disruptions to Wharton's operations. We are committed to continually enhancing our support and technical guidance for the community, events, and initiatives we serve.

Job Description

Key Responsibilities Include :

Service Desk Operations / Technical Support :

Serve as the primary point of contact for clients, providing IT support via multiple channels, including email, phone, chat, in-person deskside or walk-in assistance, and remote support.
Respond to, diagnose and resolve technical issues with computing hardware, software, mobile devices, and network services, ensuring prompt resolution and customer satisfaction.
Document support interactions, asset changes, and resolutions in the ticketing and asset management systems to maintain accurate records and enable efficient operations.
Deploy and configure computing devices and peripherals for faculty and staff, ensuring proper setup, functionality, and user readiness.
Manage inventory and asset tracking for all technology equipment, maintain accurate records, and ensure timely updates for deployed, returned, or decommissioned devices.
Ensure support incidents and requests are prioritized and managed in alignment with service level agreements (SLAs) to minimize disruptions to operations.

Customer Service Excellence :

Create a positive support experience by understanding client needs, ensuring timely communication, and handling all interactions with professionalism, tact, and confidentiality.

Cross Departmental Collaboration :

Work closely with Client Support Services and other teams within Wharton Computing to ensure seamless support for all technology related issues.

Participate in cross departmental teams / projects to evaluate, establish, and deploy new technologies and processes.

Technology Evaluation & Implementation :

Recommend, implement, and provide ongoing support for enterprise level software and endpoint deployment platforms.

Actively participate in developing, deploying, and maintaining endpoint systems, ensuring robust and reliable technology solutions across the organization.

Additional Duties :

Perform other tasks as assigned, including supporting IT related fiscal operations and contributing to projects that enhance service delivery.

Occasional weekend and off-hours support, including on-call rotations, may be required to address urgent, high priority, or escalated service issues and outages. This commitment includes potential evening and weekend hours.

Qualifications

Bachelor's degree and at least 1 year of experience in computer / user support or an equivalent combination of education and experience.

Strong technical troubleshooting skills, familiarity with desktop (Windows and Mac OS) and mobile operating systems, and experience with software applications like Microsoft Office and antivirus systems.

Excellent interpersonal and customer service skills, with the ability to exercise judgment, confidentiality, and diplomacy.

ITIL / ITSM experience is a plus.

Working Conditions :

This position may require lifting equipment (up to 25 lbs.) and working occasional evening or weekend hours, especially during critical events. An on-call rotation for emergency support is also expected.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Wharton School

Pay Range

43,919.00 - $68,000.00 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, as well as internal and market factors and grade profile.

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

Salary : $43,919 - $68,000

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