IT Support Specialist

Deskside Support Team Position

The Deskside Support Team within Penn State IT at the Pennsylvania State University is seeking self-driven and highly motivated applicants who have a desire to help individuals solve IT issues to join our team. This is a team of 20 specialists that support the day-to-day IT needs of all areas within Finance and Business, Provost Offices, Senior VP for Research Offices, Office of the President and Penn State IT. The Deskside Support team supports roughly 5,000+ individuals and 3,000+ unique endpoint devices.

This position is part of the Endpoint Management group and is involved primarily with computer hardware from quote through purchasing, receiving, inventorying, imaging, deploying and lifecycling. In addition, this position plays a role in our daily efforts to remediate vulnerabilities on endpoint computing devices. The role also provides direct IT support services with customers and users regarding all technology needs/issues, including but not limited to hardware and software break/fix, basic network and server troubleshooting all the way up to new and innovative solution planning and implementation. This position participates in supporting the varied and complex software needs for the business verticals within the units supported as well as participates in a daily drive to evaluate the immediate and long-term needs of our customers and users so that they can most effectively and efficiently serve their customers.

Qualified candidates will demonstrate skills, understanding, experience and familiarity in several of the following areas:

• Strong written and verbal communications, attention to detail, and a desire to learn.
• Excellent customer service skills supported by analytical thinking, critical thinking, and problem-solving abilities.
• Demonstrated ability to manage multiple simple to complex requests at one time
• Collaboration and team building/improvement focused.
• Ability and desire to work in a constantly evolving environment and grow and strengthen knowledge management.
• Knowledge and understanding of centralized incident and request systems.
• Experience working with Windows and Mac Operating Systems
• Proficiency with Office 365
• Understanding the importance of timely updates to reduce endpoint threat vectors.
• Familiarity with endpoint management platforms such as BigFix and MECM
• Experience with Mac OS and iOS is desired.

Minimum Education, Work Experience & Required Certifications

General Equivalency Diploma (GED) or High School (HS) 2+ years of relevant experience; or an equivalent combination of education and experience accepted Required Certifications: CLEAN Certification - Pennsylvania State Police

Certification is not required for this position.

Location

• 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 workday per week based on business needs.

Salary & Benefits

The salary range for this position, including all possible grades, is $46,400.00 - $67,300.00. 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.