IT Support Specialist

IT Support Specialist

The Supply Chain team at the Applied Research Laboratory (ARL) at Penn State is searching for an IT Support Specialist. This position will be responsible for the day to day operations of its secure data exchange service center and will drive continuous improvement through data collection and automation. The successful candidate will lead a small team managing the service desk supporting supplier and internal ARL requirements. ARL's purpose is to research and develop innovative solutions to challenging scientific, engineering, and technology problems in support of the Navy, the Department of Defense (DoD), and the Intelligence Community (IC).

ARL is an authorized DoD SkillBridge partner and welcomes all transitioning military members to apply.

You will:

• Provide service center support to ARL internal and external end-users
• Diagnose, research, and resolve end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary while exhibiting exceptional customer service
• Provide guidance and explain policies and procedures to end-users
• Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution
• Utilize and maintain knowledge bases, white papers, FAQs, and supplier documentation
• Contribute/create documentation of incidents, internal processes and procedures, and training manuals to continual process improvement
• Implement security policies and protocols of the department, college, and University
• Visually model current state processes, organizational structure, data structure, and other business information to identify the root causes of problems
• Meet with various stakeholders to gather and analyze information and define, develop, facilitate, and modify new or existing business processes or solutions
• Prioritize tasks and projects for the service center
• Identify potential bottlenecks and/or risks in new or improved business functions and make recommendations for resolution
• Develop and administer training resources and communication plans; administer and collect regular feedback; deliver training and/or stakeholder acceptance plans
• Partner with key roles such as project managers, business analysts, process improvement specialists, and change management consultants to maximize business value for the customer
• Contribute to the establishment of project definition and scope for short-term and long-term projects
• Provide regular progress updates to leadership
• May supervise staff members, including hiring, development, and performance management

This position will be filled at the senior support level. Minimum requirements include an Associate's degree or higher; 4+ years of related experience or an equivalent combination of education and experience.

Required skills/experience areas include:

• Ability to resolve problems in a timely, effective manner including exercising judgement in complex or ambiguous scenarios
• Excellent relationship-building, teaching, verbal, and written communication skills
• Effective leadership and communication skills with proven ability to interact at all levels of Management
• Demonstrated experience and understanding of technical drawings and processes
• Risk and opportunity management
• Program or Project management
• Ability to work in a team setting

Preferred skills/experience areas include:

• Current eligibility for access to classified information at the Secret level or higher and may be subject to a government background investigation to upgrade clearance eligibility, if required.

Your working location will be fully on-site, located in State College, PA.

ARL at Penn State is an integral part of one of the leading research universities in the nation and serves as a University center of excellence in defense science, systems, and technologies with a focus in naval missions and related areas.

You will be subject to a government security investigation, and you must be a U.S. citizen to apply. Employment with the ARL will require successful completion of a pre-employment drug screen.

The salary range for this position, including all possible grades is:

$51,000.00 - $74,000.00

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

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.

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.

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