Senior IT Support Specialist

Penn Medicine, University of Pennsylvania Health System•Philadelphia, PA

6d•$71,733 - $82,000•Onsite

About The Position

The Senior IT Support Specialist is responsible for providing advanced technical support and consultation for Penn Wellness and its associated clinical, counseling, public health, and immunization services. The role serves as a primary point of contact between HireIT and Penn Wellness, supporting critical healthcare technologies, troubleshooting complex technical issues, and coordinating IT services that enable uninterrupted patient care operations. This position develops specialized expertise in Wellness systems and workflows, leads strategic projects and operational initiatives, collaborates with security, privacy, and Penn Medicine stakeholders on compliance-related matters, and helps ensure that technology services align with the needs of the University's student health mission. The position plays a key role in maintaining service continuity, improving client support, and advancing HireIT's ability to effectively serve a complex healthcare environment.

Requirements

Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience is required.
Experience providing technical support for contemporary client operating systems (Macintosh and Windows) and productivity applications, preferably in an academic computing or professional services environment.
Experience in supporting virtual desktop systems (Azure Virtual Desktop, IGEL, Imprivata).
Experience with supporting electronic medical record systems (Epic).
Ability to thrive in a client-centric, technically-focused environment.
Ability to adapt to a changing and variable work experience.
Excellent interpersonal, oral and written communication skills with the ability to present technical materials clearly.
Organizational skills: the ability to create and keep deadlines, goal setting, and time management.
Ability to work with a wide variety of clients and colleagues, delivering exemplary technical support and mentor ship.
Ability and commitment to maintaining the confidentiality of sensitive materials.
Experience configuring, deploying and supporting client systems in a highly managed environment.
Ability to both lead and work in support of others to produce best outcomes.

Nice To Haves

Experience with HIPAA compliance preferred.

Responsibilities

Facilitate the Wellness support efforts, ensuring high levels of availability and rapid response for any technology issues that may arise.
Lead initiatives on behalf of clients and represent the clients in larger enterprise initiatives by providing planning and strategic direction, collecting and representing client requirements, and developing communications plans to ensure successful completion. Identify, track, and communicate issues, updates, and risks to clients and other stakeholders.
Build and maintain relationships across ISC, the University, clients, and Penn Medicine.
Participate in educational opportunities for continual learning on new technology, business processes, and professional development.
Interact daily with clients who have varying levels of technical expertise and provide them with top-tier support and consulting through support on HireIT intake (phone, email, ticket management system).
Manage the Wellness ticket queue, act as primary point of contact for Wellness escalations ensuring all work is assigned and meeting the SLA.
Provide hands-on technical support and assistance to clients in various campus locations.
Diagnose and resolve technical problems with computing hardware, software, and network services.
Maintain support level knowledge of client hardware and applications. Contribute to knowledge base, documentation, and client communications.
May include occasional coverage for evenings, weekends, and recognized University holidays.
Establish and foster ongoing relationships with clients including client relationship management and communication with clients to keep them apprised of changes and updates.
Keep clients apprised of Penn computing policies, standards, and recommended practice. Maintain working knowledge of client office functions and needs.
Consult with clients and colleagues on diverse business needs.
Recommend and review IT solutions for improving work, based on analysis and understanding of business and operational requirements.
Plan, develop, implement, and manage projects/solutions involving clients, vendors, and other IT entities at the University.
Serve as subject matter expert resource for HireIT, leading initiatives and managing projects, coordinating resources in support of a variety of division-wide and client-specific business goals.
Serve as a resource for colleagues and a mentor to junior staff.
Create and maintain technical documentation, knowledge base articles, procedures, and client communications related to Wellness services.
Occasional coverage for evenings, weekends, and recognized University holidays may be required.
Other duties and responsibilities as assigned.