Information Technology Support Specialist

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.