IT Support Specialist, Executive Support

Penn Medicine, University of Pennsylvania Health System

4d•$62,067 - $70,000•Hybrid

About The Position

Information Systems & Computing (ISC) is the University of Pennsylvania’s central IT organization, providing core network, data, voice, video, and enterprise application infrastructure and services. ISC’s HireIT Services team delivers IT support to more than 1,200 clients across campus organizations, including the University’s executive offices. The IT Support Specialist provides end-user support and technical consulting to high-profile clients and staff with varying levels of technical expertise. The position focuses on executive IT support for Penn’s central administration, including the offices of the President and Provost, and involves both remote and on-site support. The role requires high availability and flexibility and includes support for client projects and HireIT initiatives. The position is hybrid eligible, with occasional evening or weekend hours required.

Requirements

Bachelor’s degree and 1 to 2 years of experience, or an equivalent combination of education and experience.
Demonstrated experience providing IT support for executive-level employees; higher education experience is preferred.
Experience supporting contemporary Macintosh and Windows client operating systems and productivity applications.
Strong customer service and problem-solving skills.
Ability to thrive in a client-centric, technically focused environment and a track record of exemplary technical support and customer service, particularly with senior organizational stakeholders.
Experience configuring, deploying, and supporting client desktop systems in a managed environment.
Excellent interpersonal, oral, and written communication skills, including the ability to present technical material clearly to varied audiences.
Sound independent judgment, professional demeanor, and commitment to maintaining confidentiality of sensitive materials.
Ability to lead and support others to achieve strong outcomes; team orientation and demonstrated aptitude and eagerness for learning and collaboration.

Nice To Haves

Experience supporting operating systems and productivity applications in an academic computing or professional services environment.
Skills or experience in database development, web development, multimedia, audio-visual, or information security.

Responsibilities

Provide remote and on-site IT support to University leadership and staff while maintaining confidentiality of sensitive information.
Build and maintain relationships with leadership clients, understand their office functions and needs, and recommend IT solutions.
Respond to clients through phone, email, the ticket management system, and desk-side support across multiple campus locations.
Communicate changes and updates to clients and inform them about Penn computing policies, standards, and recommended practices.
Maintain relationships with ISC service providers and partners in Penn’s schools and centers.
Take ongoing responsibility for designated services and complete additional project work as assigned.
Maintain inventory and deployment logs, project milestones, and accurate configuration files in relevant systems.
Diagnose and resolve computing hardware, software, and network service problems at various campus locations.
Maintain support-level knowledge of client hardware and applications; contribute to the knowledge base, documentation, and client communications.
Support high-level meetings, including meetings involving University leaders and the Board of Trustees, while maintaining confidentiality of sensitive materials.
Participate in ongoing learning about technology, business processes, and professional development.
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; dependent children may also receive tuition assistance at other institutions.
Basic, matching, and supplemental retirement plans, with investment options through TIAA and Vanguard.
Substantial time away from work during the year.
Long-term care insurance for eligible employees and family members.
Wellness and work-life programs and resources.
Professional and personal development resources.
Access to University resources, libraries, athletic facilities, cultural activities, and recreational activities.
Employee discounts and special services, including discounts on arts and cultural offerings, transportation, and other goods and services.
Flexible work options and work hours.
Forgivable home ownership loan for eligible employees buying a home or residing in West Philadelphia.
Adoption assistance for eligible employees.