Information Technology Support Specialist A, Division of Public Safety

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

Information Technology Support Specialist A, Division of Public Safety

Job Profile Title

Information Technology Support Specialist A

Job Description Summary

The Critical Infrastructure IT Support Specialist provides technology support to the members of the Division of Public Safety. Reporting to the Critical Infrastructure System Administrator, the Critical Infrastructure IT Support Specialist is responsible for many of the daily IT tasks such as tier 1 and 2 support of emergency telephony, land mobile radio, mobile data terminals, proprietary dispatch and police software, CCTV, access control, and related emergency communication and security technology. This position will make escalation decisions and route tier 2 issues as necessary. The Critical IT Support Specialist will maintain an inventory database of all equipment and track all service requests via a divisional ticketing system. Additionally, the Critical Infrastructure IT Support Specialist will back up the Divisional IT Support Specialist whose responsibilities are to maintain the anti-virus server, support audio-visual needs, maintain user accounts on servers, provide for access database services, and troubleshoot desktop/laptop computer problems.
This position is categorized as essential personnel and serves on-call (24 hours/7 days), which may require weekend assignments and holiday assignments.

Job Description

Job Responsibilities

• Serve as tier 1 and 2 support for the Division of Public Safety's PennComm Center. Provide help desk services on all aspects of 911 dispatch systems, CCTV, access control, and burglar systems. Ensure operational continuity through system monitoring and interpersonal communications. Diagnose and then resolve or escalate issues on a priority basis.
• Serve as tier 1 and 2 support for the Division of Public Safety's Police Technology. Provide help desk services on all aspects of land mobile radios and mobile data terminals. Diagnose then resolve or escalate issues on a priority basis.
• Work to support Critical Infrastructure System Administrator with tier 2 support for of all technology systems within the PennComm center, Security Technology infrastructure, and police technology.
• Assist Dispatch personnel with meeting technology objectives through verbal and written education.
• Assist the Critical Infrastructure System Administrator in providing technology support for Divisional project management of PennComm, Police, and Security Technology related projects.
• Other duties and responsibilities as assigned.

Qualifications

• Bachelor of Science and 0 to 1 year of experience or equivalent combination of education and experience is required.
• Two to three years of experience or equivalent combination of education and experience preferred. Certifications in video surveillance software, access control systems, Comp TIA Network+, A+, or Microsoft server and desktop products a plus.
• Experience with the following technologies: Current Microsoft Office and Windows platforms, end-user computing devices (laptop/desktop/tablet/smartphone), corporate ticketing systems, and basic networking utilities (ping/tracert/netstat/nbtstat/nmap). Experience with 911 telephony systems, 911 dispatch radio consoles, Computer Aided Dispatch software, land mobile radios, access control systems, burglar alarm systems, video surveillance systems, batch/shell scripting, or programming considered a plus.
• Excellent oral and written communications skills and the ability to interact with DPS personnel at all levels is required. Must be able to handle multiple projects simultaneously, at times with strict deadlines. Must work well both as part of a team as well as independently. Excellent analytical skills and ability to learn new technologies are required. Must be physically able to lift 50 lbs. and move about actively. Must be able available to provide 24 hour hardware and software support for the DPS Information and Security Technology infrastructure as part of a four person on-call rotation.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Division of Public Safety

Pay Range

$37,220.00 - $60,000.00 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