IT Support Specialist

The Pennsylvania State University • University Park, FL

5d • Hybrid

About The Position

The Deskside Support Team within Penn State IT at the Pennsylvania State University, is seeking self-driven and highly motivated applicants who have a desire to help individuals solve IT issues to join our team. This is a team of 20 specialists that support the day-to-day IT needs of all areas within Finance and Business, Provost Offices, Senior VP for Research Offices, Office of the President and Penn State IT. The Deskside Support team supports roughly 5,000+ individuals and 3,000+ unique endpoint devices.

This position is part of the Endpoint Management group and is involved primarily with computer hardware from quote through purchasing, receiving, inventorying, imaging, deploying and lifecycling. In addition, this position plays a role in our daily efforts to remediate vulnerabilities on endpoint computing devices. The role also provides direct IT support services with customers and users regarding all technology needs/issues, including but not limited to hardware and software break/fix, basic network and server troubleshooting all the way up to new and innovative solution planning and implementation. This position participates in supporting the varied and complex software needs for the business verticals within the units supported as well as participates in a daily drive to evaluate the immediate and long-term needs of our customers and users so that they can most effectively and efficiently serve their customers.

Requirements

• Strong written and verbal communications, attention to detail, and a desire to learn.
• Excellent customer service skills supported by analytical thinking, critical thinking, and problem-solving abilities.
• Demonstrated ability to manage multiple simple to complex requests at one time.
• Collaboration and team building/improvement focused.
• Ability and desire to work in a constantly evolving environment and grow and strengthen knowledge management.
• Knowledge and understanding of centralized incident and request systems.
• Experience working with Windows and Mac Operating Systems.
• Proficiency with Office 365.
• Understanding the importance of timely updates to reduce endpoint threat vectors.
• General Equivalency Diploma (GED) or High School (HS).
• 2+ years of relevant experience; or an equivalent combination of education and experience accepted.

Nice To Haves

• Familiarity with endpoint management platforms such as BigFix and MECM.
• Experience with Mac OS and iOS is desired.

Responsibilities

• Support the day-to-day IT needs of all areas within Finance and Business, Provost Offices, Senior VP for Research Offices, Office of the President and Penn State IT.
• Support roughly 5,000+ individuals and 3,000+ unique endpoint devices.
• Involved primarily with computer hardware from quote through purchasing, receiving, inventorying, imaging, deploying and lifecycling.
• Remediate vulnerabilities on endpoint computing devices.
• Provide direct IT support services with customers and users regarding all technology needs/issues, including but not limited to hardware and software break/fix, basic network and server troubleshooting all the way up to new and innovative solution planning and implementation.
• Support the varied and complex software needs for the business verticals within the units supported.
• Evaluate the immediate and long-term needs of our customers and users so that they can most effectively and efficiently serve their customers.
• Participate in a rotating on-call service.

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: High school or GED