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Inside Higher Ed · 2 weeks ago

Senior IT Support Specialist, Client Services, Wharton School

Philadelphia, PA

Full-time

Onsite

Mid, Senior Level

$44K/yr - $73K/yr

3+ years exp

The University of Pennsylvania is a prestigious Ivy League institution known for its leadership in education and research. The Senior IT Support Specialist will provide high-level technical support to Wharton administrative departments, ensuring a positive customer experience while resolving technical issues.

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Responsibilities

Diagnose and resolve technical problems with computing hardware, software, and network services, and complete project work as assigned

Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution, communicating promptly on progress, and handling clients with a client-focused professional attitude

Ensure the end-to-end customer experience is as positive and pleasant for those we work with and for and provide a single point-of-contact for the client

Function as an escalation-point for more complex issues as well as provide a higher level of technical capability and curiosity

Identify issues as high impact or ongoing problems and be responsible for assessing, handling, and developing resolutions

Assist the Solutions Development and Implementation team with the deployment, administration, and maintenance of servers and shared services for the administrative staff of the Wharton School

Participate in cross-department and cross-university teams to evaluate, establish, and/or deploy new technologies and processes for the school, such as participating in evaluation teams, the Super User Group, special interest groups, service teams, and more

Occasional weekend and off-hours support for special events, including alumni weekend, and graduation may be required

On-call contact may be required during non-business hours as well, to respond to urgent, high priority, and escalated service issues or outages

Qualification

Technical troubleshootingDesktop operating systemsCustomer serviceITIL/ITSM experienceSelf-directionInterpersonal skillsProblem-solvingTeamwork

Required

Bachelor's degree and a minimum of 1 year of experience in a computer / user support environment or the equivalent combination of education and experience

Demonstrated technical troubleshooting ability

Ability to work both independently and as a member of a team

Proven advanced technical troubleshooting ability

Bachelor's degree and a minimum of 3 years of experience in a computer / user support environment or the equivalent combination of education and experience

Demonstrated advanced technical troubleshooting ability

Ability to work both independently and as a member of a team as well as taking a leadership role when required

Experience with a variety of desktop operating systems, including Windows and Mac OS; mobile operating systems, and a wide variety of software applications, including Microsoft Office, anti-virus, and software utilities

Effective interpersonal skills, excellent social skills, independent problem-solving and decision-making, self-direction, and ability to handle a complex workload all while keeping integrity at the forefront

Excellent customer service with the ability to exercise excellent judgment, tact, confidentiality and diplomacy in all interactions with the Wharton community

Preferred

ITIL/ITSM experience a plus

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.