Information Technology Support Specialist 2 (Information Technology Service Desk Agent)

Penn State University

Campus/Location:
University Park Campus
Campus City:
University Park, PA
Date Announced:
01/09/2020
Date Closing:
open until filled
Job Number:
92854
Level/Salary Band:
02 – F – Non-exempt
Work Unit:
Information Technology
Department:
Information Technology Service Desk
Full/Part Time:
Full–Time

Description

The Information Technology (IT) Service Desk of Enterprise IT, Enterprise Service Management, is looking for a highly motivated individual to provide specialized email, phone, and chat customer support to students, faculty, and staff of The Pennsylvania State University. Duties include ensuring each customer receives outstanding service at all times while addressing and resolving questions, completing appropriate tracking and routing within an incident tracking tool, and contributing to specialized documentation and FAQs. Hours are Thursday through Monday (days off Tuesday and Wednesday), 3:00 p.m. - 11:30 p.m. Typically requires an Associate's degree or higher plus two years of related experience, or an equivalent combination of education and experience. Familiarization with ITIL IT Service Management best practices is preferred. Demonstration of exceptional customer service skills, basic problem-solving skills, strong verbal and written communication skills, and attention to detail 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