IT Support Specialist 3

JOB DESCRIPTION AND POSITION REQUIREMENTS:

The Information Technology Department of Donald P. Bellisario of Communications at The Pennsylvania State University is seeking a skilled IT Support Specialist to provide second and third line computing support to end users, serve as a subject matter expert who will work closely with other members on the team on advanced diagnostics and troubleshooting of intermediate and high level support issues, provide guidance and support regarding policy and to IT support staff and end users. Supported devices include computers with Windows, Mac, and Linux operating systems (a variety of versions and distributions), Android and iOS mobile devices, and miscellaneous printers, peripherals, and web-conference technologies. 

Responsibilities include:

• Provide high level computing support for users with computer hardware, peripherals, computer configurations and software; analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff

• Remediate workstation vulnerabilities through system/software updates and patching

• Perform hardware/software evaluation and report recommendations to management

• Track, analyze, forecast, and provide regular updates on Software/Hardware throughout its lifecycle to management

• Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures

• Research and provide recommendations for both internal IT and Bellisario users

• Assist in creation/maintenance of process and performance improvement efforts

• Train and evaluate new service desk staff, wage, and student employees

• Provide intermediate to advanced desktop support and vulnerability remediation

• Coordinate or lead projects

Required skills and experience include:

• Use, support, and administration of networked Windows and Apple systems

• Diagnosis and repair of computer systems

• Diagnosing issues with network configurations from the endpoint

• Prior customer service in a service-related role

• The ability to excel both independently and in a team environment to ensure highest level of availability and performance of the job responsibilities

• A good comfort level working with underserved and/or underrepresented populations. 

• Commitment and ability to successfully advocate for diversity, equity, inclusion and belonging.

• Excellent communication, organizational, problem-solving, and interpersonal skills

• The ability to be flexible with rapidly changing priorities

• The ability to multi-task effectively

• Keen attention to detail and time-management

• Strong work ethic

Preferred skills and experience include:

• End-user application support (Microsoft Office, Adobe, and other common office or engineering apps)

• Disk/file/email encryption support

• Skills in troubleshooting and maintaining A/V equipment in high traffic environments (Crestron, Extron, AMX, or similar) are desired

• Intermediate knowledge of most or all of the following technologies; backup and disaster recovery technologies; multi-function printer/fax/copier integrated systems; digital signage systems; and software deployment methods and systems (JAMF, Munki, BigFix)

This position will work Monday - Friday 8am - 5:00pm. The schedule could change or require additional hours to support special events outside of typical work schedule and could occur on Saturday, or Sunday. This position requires that you operate a motor vehicle as a part of your job duties. A valid driver's license. Must be able to lift 50 pounds with or without accommodation.

The Pennsylvania State University is committed to and accountable for advancing diversity, equity, and inclusion in all of its forms. We embrace individual uniqueness, foster a culture of inclusion that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity, and engage all individuals to help them thrive. We value inclusion as a core strength and an essential element of our public service mission.

CURRENT EMPLOYEES OR STUDENTS:

If you are a current employee (faculty, staff, technical service, or student) at Penn State, please login to Workday to complete the internal application process. If you are a current student at Penn State and seeking employment with Penn State, please login to Workday to complete the student application process.