IT SUPPORT SPECIALIST SR

Duties: Reporting to the IT Director, this position will do the following:

1. Provide second-tier support for desktop and laptop hardware and software, printers, mobile devices, and network configuration.

2. Lead and run a group of Helpdesk Student Workers who provide first technical support for faculty, staff, and PhD students within an academic department and associated centers and institutes.

3. Provide support of the Management Department Faculty and associates in qualitative and quantitative research, which includes data acquisition and creating and supporting infrastructure that advances their research.

4. Provide support of the Management Department Faculty and associates in instructing in their classrooms, which includes usage of video teleconferencing software as well as using audio video equipment as well as setting up and providing support for 3rd party simulations.

5. Provide support of University and School wide initiatives to staff and students within the Department.

6. Provide backup server system administration support for the department.

7. Maintain and lead positive working relationships with colleagues within Wharton Computing and Penn to build and maintain services that support the mission of the University.

8. Work with Wharton Computing colleagues to develop multi-functional teams on school-wide projects and initiatives.

Qualifications: 1. A Bachelor's Degree and 2 years to 3 years of experience or equivalent combination of education and experience is required. Experience with user support is required, including proven troubleshooting experience with Windows or Linux Server, Windows 7/8/10, Mac OS and mobile devices. Familiarity with Amazon Web Services, and VMware virtualization technologies a plus. 2. Good interpersonal and communications skills are critical to this position. Experience navigating and working with group policy objects, understanding of basic security concepts of Anti-Virus and Anti-Malware technologies, use of desktop imaging technologies (Ghost/WDS/MDT) and desktop support software (IBM/KACE/etc.) are preferred. 3. Must have the ability to work in a demanding, diverse environment, while maintaining a balanced attitude. The candidate should be self-managing, while continuing to be collaborative with an eye for customer service. Interest and aptitude in learning new technologies, and a willingness to share and champion that knowledge with others. 4. Intermediate knowledge of systems and services oriented environments. Intermediate knowledge of server and storage hardware preferred. Knowledge of Active Directory and Group Policies. Ability to work in a complex, heterogeneous, dynamic environment is preferred. Working knowledge of networking concepts and systems security.

Reference Number: 07-28588

Salary Grade: C

Employment Type: Exempt

Org: Wharton Computing and Instructional Technology (WCIT)

Special Requirements: Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

Job Family: E-Information Systems/Technology