Information Technology Support Specialist

Job Number:
71288
Level/Salary Band:

• 02 –
  F
  – Non-exempt
• 03 –
  H
  – Exempt

Work Unit:
College of Agricultural Sciences
Department:
Information Technologies
Full/Part Time:
Full–Time

Penn State’s College of Agricultural Sciences is seeking an experienced Information Technology Specialist to join the college’s central IT unit.
This position provides first tier technical support for IT needs within the College. The support specialist will serve as member of the Helpdesk team, configuring applications, system software, hardware, and local peripherals; diagnosing and resolving various equipment and network problems, in an enterprise with a predominance of Windows PCs and an increasing number of Apple products. Utilization of remote access applications, such as TeamViewer, to resolve user issues is quite common. This position works closely with faculty and staff across multiple areas in a collaborative capacity and requires the ability to achieve and maintain a high level of customer satisfaction, in both the quality and manner in which the service is provided. Additional responsibilities include: Collaborating with other Helpdesk support staff, consultants, and systems and network administrators as necessary to provide prompt and efficient problem resolution. Preparing Helpdesk procedural documentation, ensuring it is kept up-to-date, communicating procedural changes to Helpdesk team and working with the team to improve service levels. Understanding and applying university and college policies and procedures as they relate to information technology. This job will be filled as a level 2, or level 3, depending upon the successful candidate’s competencies, education, and experience. Typically requires an Associate’s degree or higher plus two years of related experience, or an equivalent combination of education and experience for a level 2. Additional experience and/or education and competencies are required for higher level jobs. Qualifications: Demonstrated experience providing quality technical support required. Expert knowledge of Windows operating systems, and the Microsoft Office suite is required. A strong working knowledge of Windows Server 2008 R2 and above in an Active Directory environment is desired. Knowledge of Apple operating systems highly desired. Strong critical thinking skills and ability to analyze issues and guide users to best practices required. Ability to learn quickly and independently required. Experience imaging computers using the SysMan Build process and IBM BigFix is desired. Must be customer-focused, detail-oriented, and able to remain calm and focused. Excellent organizational, interpersonal and communication skills required to work in this team environment. A working knowledge and understanding of the mission and operations of the College of Agricultural Sciences including the Cooperative Extension System is highly desired. Experience supporting a diverse user constituency in higher education is highly desired.