IT Support Specialist

• Provide exceptional customer service and technical support to end users for hardware and software.
• Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting.
• Computers Systems and Peripherals.
• Provide Advanced high-level troubleshooting/diagnostics.
• Life cycle and setup new equipment.
• Provide and implement innovative solutions.
• Assist in streamlining department processes for efficiency.
• Foster relationships between IT and faculty/staff.

The Deskside Support team within Service Enablement and Applications, a division of Penn State IT, is seeking a customer service focused, self-driven and highly motivated IT Support Specialist to be part of a team that supports roughly 8,000 unique endpoint devices and 28 non-IT business units. This position will work as a distributed staff member acting as the point of contact for designated business units and deskside support., Qualified candidates will demonstrate skills, experience and familiarity in several of the following areas:

• Experience diagnosing and resolving IT problems in response to customer reported incidents is required.
• Experience training end users in the use of equipment and software is desired.
• Experience troubleshooting issues with user devices and peripheral equipment is necessary.
• Technical knowledge of Active Directory.
• Experience with Microsoft Configuration Manager.
• Experience supporting and administering Jamf Pro.
• Proficiency with the Microsoft 365 suite.
• Experience supporting Windows, macOS, Android, and iOS devices.
• Knowledge of point-of-sale (POS) systems and related hardware/software support.
• Ability to adjust to an ever-changing work environment.
• Ability to work independently as well as in a team environment and with sensitivity to varied personalities.

MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONS Associate Degree 4+ years of relevant experience; or an equivalent combination of education and experience accepted Required Certifications: None, Employment with the University will require successful completion of background check(s) in accordance with University policies. This position requires that you operate a motor vehicle as a part of your job duties. A valid driver's license and successful completion of a motor vehicle records check will be required in addition to standard background checks. Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.

• Evening or weekend work may be required at times based on the needs of the units supported.
• This position participates in a rotating on-call service.
• The primary location for this position is onsite at the University Park campus in State College, PA, with the opportunity for a hybrid work schedule following completion of a 90 day training period. Once training is completed, the role requires regular onsite presence each week and typically will allow for up to one remote work day per week based on business needs., The salary range for this position, including all possible grades, is $51,000.00 - $74,000.00.

Salary Structure - Information on Penn State's salary structure

Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children. For more detailed information, please visit our Benefits Page.