Senior IT Support Specialist, Client Services, Wharton School

Senior IT Support Specialist, Client Services, Wharton School

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 IT Support Specialist, Client Services, Wharton School

Job Profile Title

Information Technology Support Specialist B

Job Description Summary

The Client Technology Services - Client Support team provides high-level, user-focused, technical support services to Wharton administrative departments. We work with an emphasis on triage and escalation, initial assessment, research, and resolution of incidents and requests to minimize disruption of Wharton business. We are always seeking to find new ways to deliver the highest level of support and technical guidance possible for the staff members, events, and initiatives we support.

Job Description

Responsibilities for IT Support Specialist include :

As an IT Support Specialist, you will diagnose and resolve technical problems with computing hardware, software, and network services, and complete project work as assigned. You will strive to create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution, communicating promptly on progress, and handling clients with a client-focused professional attitude. It is your job to ensure the end-to-end customer experience is as positive and pleasant for those we work with and for and provide a single point-of-contact for the client. Collaboration across the Client Services and rest of the Client Technology Services team is expected.

Responsibilities for Senior IT Support Specialist position include :

In addition to the above duties, you will be a senior member of the team and will function as an escalation-point for more complex issues as well as provide a higher level of technical capability and curiosity. You will also be tasked with identifying issues as high impact or ongoing problems and be responsible for assessing, handling, and developing resolutions. Assist the Solutions Development and Implementation team with the deployment, administration, and maintenance of servers and shared services for the administrative staff of the Wharton School.

You will be encouraged to participate in cross-department and cross-university teams to evaluate, establish, and / or deploy new technologies and processes for the school, such as participating in evaluation teams, the Super User Group, special interest groups, service teams, and more.

Occasional weekend and off-hours support for special events, including alumni weekend, and graduation may be required. On-call contact may be required during non-business hours as well, to respond to urgent, high priority, and escalated service issues or outages. This includes the potential for both evening and weekend hours.

Experience requested for these positions :

• Experience with a variety of desktop operating systems, including Windows and Mac OS; mobile operating systems, and a wide variety of software applications, including Microsoft Office, anti-virus, and software utilities.
• Effective interpersonal skills, excellent social skills, independent problem-solving and decision-making, self-direction, and ability to handle a complex workload all while keeping integrity at the forefront.
• Excellent customer service with the ability to exercise excellent judgment, tact, confidentiality and diplomacy in all interactions with the Wharton community.
• ITIL / ITSM experience a plus.

IT Support Specialist Qualifications :

Senior IT Support Specialist Qualifications :

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Wharton School

Pay Range

$43,919.00 - $73,000.00 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

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

To apply, visit https : / / wd1.myworkdaysite.com / en-US / recruiting / upenn / careers-at-penn / job / Huntsman-Hall 4th-Floor / Senior-IT-Support-Specialist Client-Services Wharton-School_JR00083486

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