IT Support Specialist

The Pennsylvania State University • University Park, FL

5d • Hybrid

About The Position

The Deskside Support team within Service Enablement and Applications, a division of Penn State IT, is seeking a customer service focused, self-driven and highly motivated IT Support Specialist to be part of a team that supports roughly 8,000 unique endpoint devices and 28 non-IT business units. This position will work as a distributed staff member acting as the point of contact for designated business units and deskside support.

Requirements

• Experience diagnosing and resolving IT problems in response to customer reported incidents is required.
• Experience troubleshooting issues with user devices and peripheral equipment is necessary.
• Technical knowledge of Active Directory.
• Experience with Microsoft Configuration Manager.
• Experience supporting and administering Jamf Pro.
• Proficiency with the Microsoft 365 suite.
• Experience supporting Windows, macOS, Android, and iOS devices.
• Knowledge of point-of-sale (POS) systems and related hardware/software support.
• Ability to adjust to an ever-changing work environment.
• Ability to work independently as well as in a team environment and with sensitivity to varied personalities.
• Associate Degree
• 4+ years of relevant experience; or an equivalent combination of education and experience accepted
• Required Certifications: None
• This position requires that you operate a motor vehicle as a part of your job duties. A valid driver’s license and successful completion of a motor vehicle records check will be required in addition to standard background checks.
• Applicants must be authorized to work in the U.S.

Nice To Haves

• Experience training end users in the use of equipment and software is desired.

Responsibilities

• Provide exceptional customer service and technical support to end users for hardware and software.
• Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting.
• Computers Systems and Peripherals.
• Provide Advanced high-level troubleshooting/diagnostics.
• Life cycle and setup new equipment.
• Provide and implement innovative solutions.
• Assist in streamlining department processes for efficiency.
• Foster relationships between IT and faculty/staff.

Benefits

• comprehensive medical, dental, and vision coverage
• robust retirement plans
• substantial paid time off which includes holidays, vacation and sick time
• 75% tuition discount, available to employees as well as eligible spouses and children

What This Job Offers

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