Information Technology Support Specialist 3

Penn State University

Campus/Location:
University Park Campus
Date Announced:
05/10/2019
Date Closing:
open until filled
Job Number:
87771
Level/Salary Band:
03 – H – Exempt
Work Unit:
College of the Liberal Arts
Department:
Information Technology Liberal Arts
Full/Part Time:
Full–Time

Description

The College of the Liberal Arts is seeking an Information Technology Support Specialist to join our highly experienced, customer centric team. Candidates should be an excellent team player, have great interpersonal skills, be an advocate for the customer experience and be perceptive in quickly identifying customer needs. The responsibilities include: Resolve day to day operations issues with end users by supporting and diagnosing incidents. Provide point of contact support to the college for assisting with incoming service desk phone calls or face to face interactions. Provide user training for basic/advanced hardware and software. Assist users with software issues, ensure proper operations by applying upgrades and patches. Create knowledge articles for internal departmental and University IT use. Create, develop, and publish customer centric FAQ’s and videos. Participate in the development of effective, customer centric processes, procedures and workflows. Typically requires a Bachelor's degree or higher plus four years of related experience, or an equivalent combination of education and experience. Knowledge of Jamf Pro, SCCM, and ServiceNow is preferred. Position requires excellent interpersonal skills, problem solving techniques, aptitude for documentation, and exceptional customer service skills. A comprehensive knowledge of Windows OS, Mac OS X, MS Office 365, TCP/IP knowledge, and computer hardware architecture are required. This is a fixed-term appointment funded for one year from date of hire with excellent possibility of re-funding.

These salary bands have been established to provide salary guidelines for staff positions.

Salary Band Minimum Midpoint Maximum
A $16,584 $24,456 $32,328
B $18,240 $26,904 $35,556
C $19,728 $29,592 $39,456
D $21,708 $32,568 $43,416
E $24,312 $36,468 $48,612
F $27,228 $40,848 $54,456
G $30,012 $45,744 $61,500
H $34,188 $52,140 $70,080
I $38,988 $59,424 $79,908
J $43,716 $67,740 $91,812
K $50,712 $78,600 $106,488
L $58,836 $91,176 $123,528
M $68,232 $105,756 $143,292
N $80,508 $124,788 $169,068
O $93,492 $147,252 $201,024
P $110,340 $173,760 $237,192
Q $126,396 $199,056 $271,728
R $151,668 $238,872 $326,088