IT Support Specialist

Penn State University • University Park, IL

23h • $46,400 - $67,300

About The Position

The IT Support Specialist provides technical expertise, end‑user support, administration, and continuous improvement of Microsoft 365 services across the organization. This role ensures reliable operations of core productivity tools—including Exchange Online, Teams, SharePoint, OneDrive, Intune, and Azure Active Directory—while delivering excellent customer service and empowering users through training and documentation.

Requirements

• Experience providing Tier 2/3 technical support in an enterprise environment, preferably within higher education.
• Working knowledge of Microsoft 365 Admin Center and Azure Active Directory (user, group, role, and license management).
• Proficiency with SharePoint Online permissions, site administration, and OneDrive governance best practices.
• Experience supporting Teams meetings, telephony, calling features, and related devices.
• Proficiency supporting Windows and macOS desktops, as well as iOS and Android mobile devices.
• Experience creating and maintaining clear technical documentation and end-user instructions.
• General Equivalency Diploma (GED) or High School (HS)
• 2+ years of relevant experience; or an equivalent combination of education and experience accepted

Responsibilities

• Provide Tier 2/3 support for issues related to Office 365 applications (Teams, Teams Phone, Outlook, OneDrive, SharePoint, etc.).
• Respond to phone calls, chat support and service desk tickets to ensure each customer always received outstanding service while addressing and resolving questions.
• Diagnose and resolve email, authentication, device sync, and collaboration tool problems.
• Assist with Teams meetings, calling features, and device connectivity issues.
• Develop technical documentation and instructions for end users.
• Support mobile and desktop clients, including Windows, macOS, Android, and iOS.
• Manage users, groups, licensing, and roles within Microsoft 365 Admin Center and Azure AD.
• Manage Teams telephony.
• Maintain SharePoint Online site permissions and OneDrive governance.
• Monitor Microsoft 365 service health and communicate incidents or outages to stakeholders.
• Perform proactive checks to ensure system performance, capacity, and security.
• Collaborate with IT teams to escalate or resolve system‑wide issues.

Benefits

• Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being.
• In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time.
• One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED