IT Support Specialist, Wellness Support
About The Position
HireIT provides high-quality IT support services to ensure reliable computing resources for the University community. The IT Support Specialist supports HireIT clients and provides dedicated IT support to Penn Wellness, including Saturday coverage and regular on-site support for clinical and administrative offices. The role requires working effectively in a clinical environment, protecting confidential information, and adapting to a fast-paced office. The position follows a hybrid, alternate Tuesday-through-Saturday schedule. Occasional evening and additional weekend work may be required to meet operational and client-support needs. The specialist participates on the HireIT Wellness support team during weekdays and provides Saturday support coverage and endpoint management.
Requirements
- Bachelor of Science and 1 to 2 years of experience, or an equivalent combination of education and experience.
- Experience providing technical support for current macOS and Windows operating systems and productivity applications.
- Ability to work independently, manage competing priorities, and take initiative in resolving technical issues.
- Ability to thrive in a client-focused, technically driven environment while providing responsive, high-quality support.
- Flexibility and adaptability in responding to changing priorities and varied work environments.
- Excellent interpersonal, verbal, and written communication skills, including the ability to explain technical concepts clearly.
- Ability to build effective working relationships with diverse clients and colleagues while providing exemplary technical support.
- Commitment to maintaining the confidentiality and security of sensitive information.
- Experience imaging, deploying, and supporting end-user systems in a highly managed IT environment.
- Experience supporting virtual desktop infrastructure and related technologies, such as Azure Virtual Desktop, IGEL, and Imprivata.
- Experience supporting electronic medical record systems, particularly Epic.
- Ability to lead technical initiatives while collaborating effectively with others.
Nice To Haves
- Experience providing support in an academic computing or professional services environment is preferred.
- Experience with audio-visual technologies and/or endpoint management is a plus.
Responsibilities
- Provide support coverage and endpoint management during Saturday hours.
- Participate on the HireIT Wellness support team during weekday hours.
- Analyze client requirements, provide technical guidance, and coordinate resources to support business needs and objectives.
- Diagnose and resolve complex technical issues involving computing hardware, software, and network services.
- Review and interpret technical documentation to understand Penn’s computing environment and supported technologies.
- Develop and maintain technical documentation covering changes, new concepts, policies, procedures, and best practices.
- Maintain current knowledge of emerging technologies and advancements relevant to supported systems and services.
- Participate in University-wide project teams, task forces, and user group meetings to support collaboration and continuous improvement.
- Perform other duties and responsibilities as assigned.
Benefits
- Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits.
- Flexible spending accounts for eligible health care and dependent care expenses.
- Tuition assistance for employees, spouses, and dependent children at Penn, and for dependent children at other institutions.
- Basic, matching, and supplemental retirement plans, with pre-tax or Roth savings options.
- Substantial time away from work during the year.
- Long-term care insurance.
- Wellness and work-life programs and resources.
- Professional and personal development resources.
- Access to University resources, cultural activities, libraries, and athletic facilities.
- Discounts and special services, including arts, entertainment, transportation, and other goods and services.
- Flexible work options and hours.
- Forgivable homeownership loan for eligible employees buying a home or residing in West Philadelphia.
- Adoption assistance for eligible expenses, up to two adoptions in the household.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
