Information Technology Support Specialist

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. CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday. If you are NOT a current employee or student, please click “Apply” and complete the application process for external applicants. 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 Park campus 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

Customer Service Excellence: Provide exceptional support to end users, document interactions in ServiceNow, and ensure timely responses to incidents in line with SLAs. Incident Management: Oversee follow-ups on incidents awaiting action, escalate support items as necessary, and maintain accountability to university policies. Hardware Deployment: Manage hardware deployment and user onboarding through ServiceNow, ensuring accurate asset management and proper decommissioning of old equipment. Continuous Improvement: Collaborate with stakeholders to identify and implement process improvements within Deskside Support, aiming for measurable success and enhanced service standards. Team Collaboration and Mentoring: Actively engage in team meetings, contribute to effective process development, and participate in onboarding and peer mentoring to enhance team skills. Education and Experience This position minimally requires a High School Diploma/GED or Vocational Training/Degree or higher and 2 years of experience, or an equivalent combination of education and experience. It is desired that the successful candidate will have knowledge, experience, and an understanding of: Centralized incident and request systems Windows and Mac Operating Systems Office 365 Criticality of timely updates to reduce threat vectors to endpoints. Mac OS and iOS is desired. 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 should upload a cover letter, and resume at the time of application for full consideration. 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 all possible grades is: $46,400.00 - $67,300.00 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 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. Federal Contractors Labor Law Poster PA State Labor Law Poster Affirmative Action Penn State Policies Copyright Information Hotlines University Park, PA There’s a reason Penn State consistently ranks among the top one percent of the world’s universities. Across 24 campuses, our 100,000 students and 40,000 faculty and staff know the real measure of success goes beyond the classroom – it’s the positive impact made on communities across the world. Our ideals stem from our origins as Pennsylvania’s sole land-grant institution, which allow us to continue to bring positive impact to humanity through our teaching, research, and engagement mission. And across the world is a community of Penn Staters – more than half a million strong – driven by that same spirit to serve our local and global communities. At Penn State, passion is met with collaboration in an environment that is rooted in shared pride for the accomplishments of our fellow students, faculty, staff, and alumni. Penn Staters cheer each other on to build a culture committed to service and engagement. Our University values represent our core ethical aspirations for all our daily activities and actions as students, faculty, staff, and volunteers at Penn State. Our values are as follows; Integrity, Respect, Responsibility, Discovery, Excellence, and Community. We Are Penn State. One Community. Impacting Many. Apply Job!