IT Support Specialist

Information Technology Support Specialist

Penn State Information Technology and the College of Agricultural Sciences are seeking an innovative, collaborative, and experienced candidate for the Information Technology Support Specialist position.

The Agricultural Sciences IT support team is comprised of talented and dedicated support specialists that serve as the front line for addressing IT issues from college faculty, staff, and graduate students in a diverse research, teaching, extension, and learning environment. Our team is extremely focused on and takes great pride in providing a high level of customer service, in both the quality and way the service is provided. This focus drives everything we do.

We are looking for a candidate who can provide high-level, customer-focused computing support. Typical assistance relates to computer hardware, application, system configuration, peripheral, and networking questions and concerns that require the successful candidate to analyze and research what can sometimes be complex incidents or issues. The successful candidate will critically think through and/or research a problem to understand it on a technical level and provide resolution for the customer or escalation to others within Agricultural Sciences IT and Penn State IT.

Agricultural Sciences IT values candidates with a passion for outstanding customer service and a commitment to support the college's diversity goals. We seek team-oriented individuals who have a genuine enthusiasm for technology and a drive for continuous improvement with strong technical, analytical, and problem-solving ability. Having a work ethic to plan, prioritize, and follow through on work to meet deadlines associated with a fast-paced environment is crucial.

Skills required:

• Demonstrate skills that correlate with high customer service: Active listening, empathy, responsiveness, and emotional intelligence.
• Demonstrated experience providing quality technical support.
• Expert knowledge of Windows operating system and strong working knowledge of Apple operating systems.
• Broad knowledge of technology, equipment, and/or systems used by College faculty, staff, and services offered by the University (to include Office 365, G-Suite, Zoom, and Jabber).
• Collaboration with other support staff, consultants, and systems and network administrators as necessary to provide prompt and efficient problem resolution.
• Prepare and update helpdesk procedural documentation while communicating procedural changes to helpdesk team and working with the team to improve service levels.
• Understand and apply university and college policies and procedures as they relate to information technology.
• Excellent communication and interpersonal skills and the ability to communicate clearly and effectively with individuals with all levels of technical experience.
• Demonstrated ability to work collaboratively with diverse groups of people and to contribute to an environment that promotes and practices diversity, equity, and inclusion.
• Excellent time management skills and proven ability to work independently and meet deadlines.
• Resourcefulness and proactive approach to gathering information, sharing ideas, and effecting change is required.

This position offers a flexible work arrangement, with the expectation of working onsite at the University Park campus in State College, PA, at least one to two days per week.

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. Required Certifications: None.

Background Checks/Clearances: Employment with the University will require successful completion of background check(s) in accordance with University policies. Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.

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.

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.

EEO Is The Law: Penn State is an equal opportunity 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.