Reference #: REQ_0000058459 APPLICATION INSTRUCTIONS: CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday.

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JOB DESCRIPTION AND POSITION REQUIREMENTS:

The Deskside Support team within Customer Experience, 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.

Position Details

The location of this job is primarily in-person at the University Parkcampus in State College, PA. with flexibility for a hybrid mix of in-person and remote work. This role is required to be onsite weekly; candidates must live in the local area or be willing to travel to campus at their own expense.

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.

Responsibilities

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. Qualifications

This position minimally requires a Associates Degree and 4+ Years of relevant experience, or an equivalent combination of education and experience.

Skills & Relevant Experience

Experiencediagnosing 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 troubleshootingissues with user devices and peripheral equipment is necessary.

Preferred technical knowledge:

Active Directory

Configuration Manager

JAMF

Office 365 Suite

Windows, Mac, Android, iOS

Point of Sales Systems

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.

Background Checks/Compliance Candidates must be authorized to work in the United States without sponsorship. 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 background check will be required in addition to standard background checks. Must be able to lift 50 pounds with or without accommodation.

Application Materials

Candidates must upload a cover letter, and resume at the time of applicationfor fullconsideration.

The Pennsylvania State University is committed to and accountable for advancing diversity, equity, inclusion, and sustainability in all of its forms. We embrace individual uniqueness, foster a culture of inclusion that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity in society and nature, and engage all individuals to help them thrive. We value inclusion as a core strength and an essential element of our public service mission.

The salary range for this position, including al possible grades is: $51,000.00 - $74,000.00

Salary Structure - additional information on Penn State's job and salary structure.

CAMPUS SECURITY CRIME STATISTICS:

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here.

Employment with the University will require successful completion of background check(s) in accordance with University policies.

EEO IS THE LAW

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Penn State is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.