Specialist I Solution Center

Thomas Jefferson University • Philadelphia, PA

16h • Onsite

About The Position

Provides technical assistance and support to end users across the organization. Troubleshoots hardware and software issues, triages, escalates, or resolves technical problems, maintains knowledge base documentation, and helps ensure the smooth operation of Jefferson systems. Responds to user inquiries, provides guidance on technology tools, manages support tickets, and collaborates with other IS&T teams to implement solutions. Follows organizational and regulatory cybersecurity and compliance policies in service desk activities, with the goal of enhancing user experience, maintaining productivity, and ensuring effective use of technology resources.

The role delivers routine, well-defined work according to established procedures and instructions. It addresses common issues using prescribed solutions and communicates with contacts primarily within the immediate job area to exchange information. The position is based at 130 S 9th Street in Philadelphia, Pennsylvania, and the stated work shift is Workday Day.

Requirements

• High school diploma or GED.
• Less than one year of related work experience.

Nice To Haves

• Strong knowledge of troubleshooting personal computers, mobile devices, and network connectivity issues.
• Ability to work effectively in a collaborative team environment while remaining self-motivated and disciplined.
• Strong attention to detail and analytical skills to interpret data, identify problems, and develop solutions.
• Ability to manage multiple and changing priorities in a fast-paced environment while delivering high-quality results.

Responsibilities

• Provide support for software, hardware, security, and network problems and questions through multiple customer contact channels.
• Document all activity in the service management system according to standard procedures.
• Follow established cybersecurity policies and procedures, customer service standards, documentation quality requirements, and response-time guidelines.
• Coordinate with IS&T team members to escalate and resolve issues as quickly as possible based on priority and severity.
• Document resolutions and contribute to the knowledge base with commonly reported problems, questions, and troubleshooting and resolution steps.
• Participate in continual improvement efforts to improve IS&T and service desk systems and workflows.

Benefits

• Medical and prescription insurance
• Supplemental insurance
• Dental insurance
• Vision insurance
• Life and AD&D insurance
• Short- and long-term disability
• Flexible spending accounts
• Retirement plans
• Tuition assistance
• Voluntary benefits, including access to group insurance rates and discounts
• Tuition discounts at Thomas Jefferson University after one year of full-time service or two years of part-time service
• Medical and prescription insurance access for all colleagues, including those working less than part-time

What This Job Offers

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