Senior Information Technology Support Specialist, Business Services

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Senior Information Technology Support Specialist, Business Services

Job Profile Title

Information Technology Support Specialist Senior

Job Description Summary

The Senior IT Support Specialist will be responsible for managing desktop hardware, mobile devices, software, and services related to support the overall technology infrastructure for approximately 18 different departments and programs falling under the auspices of Penn's Division of Business Services (BSD). In addition to serving on the division’s IT team, the position will be responsible for serving as the primary local support provider for departments falling under the Executive Director for Business Services (currently, the Penn Ice Rink, the Penn Children’s Center, and BSD Human Resources).
Responsibilities will include managing computer life cycles, keeping software applications current, wired and wireless networking tasks (including connectivity and support for the Internet of Things), providing A/V support, and upgrading computer/hardware/peripherals and software, and working on special projects.
The Senior IT Support Specialist often serves in an expert or lead capacity for specific technologies or services. Interacting daily with individuals with a variety of technology expertise: exercising independent judgment in determining how best to meet their needs, analyzing functional requirements, and advising users in the planning, selection, and use of solutions to address business requirements is essential.
The position may be assigned special projects or areas of responsibility that will require strong work autonomy, maintaining up-to-date subject matter expertise, and recommending solutions and approaches to problems.
As needed, the Senior IT Support Specialist will lead or participate in and/or serve as a liaison between the division’s functional areas, the IT group, campus user groups, and other campus computing support resources. Leveraging their subject matter expertise, they may be called upon develop and deliver training sessions and materials in support of end-users cybersecurity awareness and training as necessary.

Job Description

Responsibilities :

• Manage desktop hardware, mobile devices, software, and services related to support the overall technology infrastructure for approximately 18 different departments.

• Serve as the primary local support provider for departments falling under the Executive Director for Business Services (currently, the Penn Ice Rink, the Penn Children’s Center, and BSD Human Resources) and manage related projects, as assigned.

• Serve as a lead or participate in and/or serve as a liaison between the division’s functional areas, the IT group, campus user groups, and other campus computing support resources.

• Provide leadership in selection, testing and evaluation of new technology in support of the different businesses in the division. Proceed to then provide technical computing support and information security services to clients in support of the selected new technology.

• Develop or manage vendor relationships in support of tools, applications and systems in use by the IT team and selected businesses in the division.

• Analyze functional requirements and advise functional leads in the planning, selection, implementation and use of solutions to address business requirements.

• Configure, implement, troubleshoot, and resolve first and second tier technical problems while addressing inquiries via the help desk queue and responding to client calls accordingly.

• The position may be called upon to train clients in the use of systems and software.

• Other duties and responsibilities as assigned.

Qualifications :

• A Bachelor’s degree with 2-3 years of experience, or equivalent combination of education and experience, is required. 3-5 years of experience similar to the responsibilities of the position is preferred.

• Experience supporting Windows 10 & 11, Microsoft 365 suite, and standard networking and utility applications is required.

• Working knowledge of macOS desktop and iOS support is required (system administration experience with working knowledge of JAMF or similar tools is a strong plus).

• Experience with software or administrative tools such as Big Fix, JAMF, Deep Freeze, TeamViewer or a demonstrable experience/aptitude with equivalent security and endpoint management products/responsibilities, while not required, will be strongly considered.

• Demonstrated capability of establishing and managing vendor engagements is required.

• Possessing excellent customer support and interpersonal skills are essential.

• Exceptional spoken/written communication skills are required as is the ability to work and communicate with users of varying levels of technical expertise.

• Possesses strong organizational skills and has the ability to work on multiple tasks and projects and adapt to frequent change is required.

• The ability to work independently with limited direct supervision, in a self-motivated and self-directed manner is required as is the ability to work as a member of a team.

About the Division of Business Services

The Business Services Division (BSD) supports the individual and collective needs of the Penn community by promoting a hospitable, customer-friendly campus environment through the provision of mission-critical services and essential operations. BSD’s mission is to provide high-quality service in a fiscally responsible manner. Currently, the Division is focused on three major initiatives: 

• Revenue growth/retention through improved marketing efforts, extended services, and development of new distribution channels.

• Driving productivity for the Division and its customers through the better use of technology.

• Enhancing service offerings through upgrades and expansions of facilities.​

For more information about BSD visit: https://www.business-services.upenn.edu  

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Business Services

Pay Range

$51,824.00 - $80,000.00 Annual Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile. 

Affirmative Action Statement 
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements 
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

• Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.

• Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.

• Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.

• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.

• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.

• Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.

• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.

• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.

• Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.

• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.

• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.

• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

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To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay