IT Support Specialist- Executive Support Team

Penn State University • Ferguson Township, PA

78d • $51,000 - $74,000

About The Position

The Executive Support Team (EST) is currently looking for an IT Support Specialist. The EST provides high-level, focused support for the Board of Trustees, top university executives, and their staff. This role requires rapid response and 24/7 support in a dynamic environment, meeting the technological needs of executives and collaborating with strategic partners and vendors. The Executive Support Team goes beyond typical IT support, establishing customer relationships built on trust, competence, business understanding, training, and immediate attention to IT needs.

Requirements

• Strong technical support and problem-solving skills.
• Professional presence and ability to provide personal attention to executives.
• Solid background in training small and large groups.
• Knowledge of Office 365 technologies and other business-related platforms.
• Excellent relationship-building, teaching, verbal, and written communication skills.
• Ability to work in a team setting.

Responsibilities

• Provide customer service and technical support for hardware and software.
• Diagnose, research, and resolve end-user issues; escalate as necessary.
• Communicate technical information to non-technical users; maintain incident communication through resolution.
• Train end-users on new devices and technologies.
• Install, configure, and test hardware and software on new or existing devices.
• Set up and maintain workstations; provide access to applications, systems, and data.
• Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.
• Document incidents, internal processes, procedures, and training manuals.
• Assist and interact with hardware and software vendors.
• Support applications, mobile devices, and servers; implement security policies and protocols.
• Replace equipment at the end of its warranty or lifecycle.
• Track and maintain hardware and software inventory.
• Supervise staff members, including hiring, development, and performance management.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Robust retirement plans.
• Substantial paid time off including holidays, vacation, and sick time.
• 75% tuition discount available to employees and eligible spouses and children.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree