IT Support Specialist - Penn State University Park

• CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday.

• CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.

• If you are NOT a current employee or student, please click “Apply” and complete the application process for external applicants.

JOB DESCRIPTION AND POSITION REQUIREMENTS:

Level: Intermediate- 2+ years of relevant experience

Anticipated Salary: $52,000- $56,000

Shift: Sunday - Thursday 10AM - 7PM

Application Requirements: Submit a resume and cover letter at the time of application.

Location: Remote

The Information Technology (IT) Service Desk of Penn State IT is looking for a self-disciplined and highly motivated individual for the role of IT Support Specialist to provide tier-one customer support to students, faculty, and staff of the Pennsylvania State University.

Duties of this position include:

• Responding to phone calls, chat support, and email tickets to ensure each customer always receives outstanding service 
• Addressing and resolving difficult questions, completing appropriate tracking, and routing within an incident tracking tool
• Contributing to documentation and frequently asked questions (FAQs)
• Participates in projects and tasks as assigned
• Creating and running metric reports

This position works, Sunday - Thursday 10:00 a.m. to 7:00 p.m. Eastern Standard Time (EST).

The location of this position is flexible and can operate fully remote within the United States and does not require relocation to University Park. Applicants should be eligible to work in the U.S. without sponsorship. Penn State will provide necessary equipment including a laptop, two monitors, keyboard, mouse, and headset. Penn State also provides the software you will need, including a secure VPN and programs needed to perform the duties of this position.  Our Service Desk operates as a team and due to the nature of remote work, there is an expectation of proactive communication to stay connected with the team and managers. The IT Support Specialist is expected to attend virtual daily stand-up meetings, monthly staff meetings, and other meetings as announced.   

Education and Experience

This position typically requires a High School Diploma/GED or Vocational Training/Degree and 2+ years of relevant experience or an equivalent combination of education and experience. Demonstration of exceptional customer service skills, basic problem-solving skills, strong verbal and written communication skills, and attention to detail are essential to the success of this position.

It’s desired that the successful applicant have two years+ of relevant experience in the following:

• ServiceNow
• Cisco Finesse
• Office365
• ChatBot
• Reporting

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.

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

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

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.

Employment with the University will require successful completion of background check(s) in accordance with University policies. 

EEO IS THE LAW

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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