IT Support Specialist - Support Level

APPLICATION INSTRUCTIONS:

• 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.
  
  

Approval of remote and hybrid work is not guaranteed regardless of work location. For additional information on remote work at Penn State, see Notice to Out of State Applicants.

POSITION SPECIFICS

The Information Technology Service Desk (ITSD) at Penn State IT is seeking self-disciplined, highly motivated individuals for the role of IT Support Specialist – Support Level. In this entry-level position, you will provide tier-one customer support to students, faculty, and staff at Pennsylvania State University. This role supports a high volume of inquiries through phone calls, email, and service ticketing systems.

ITSD is currently hiring for the following shifts (EST):

• Saturday – Wednesday, 7:00 AM – 4:00 PM
• Friday – Tuesday, 7:00 AM – 4:00 PM
  
  

Duties of these positions include:

• Responding to phone calls, chat support, and email tickets to ensure each customer always receives outstanding service
• Addressing and resolving 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
  
  

Minimum Education And Work Experience

• General Equivalency Diploma (GED)or High School Diploma or an equivalent combination of education and experience accepted.
• 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.
  
  

APPLICATION MATERIALS

For full consideration, applicants must submit a resume and cover letter.

LOCATION

The location of this position is flexible and can operate fully remote within the United States.

Penn State will provide the 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.

BACKGROUND CHECKS/CLEARANCES

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

Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.

Salary & Benefits

The salary range for this position, including all possible grades, is $42,100.00 - $61,000.00.

Salary Structure - Information on Penn State's salary structure

Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children. For more detailed information, please visit our Benefits Page.

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.

EEO IS THE LAW

Penn State is an equal opportunity 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.

Penn State is committed to and accountable for advancing equity, respect, and belonging. We embrace individual uniqueness, as well as a culture of belonging that supports equity initiatives, leverages the educational and institutional benefits of inclusion in society, and provides opportunities for engagement intended to help all members of the community thrive. We value belonging as a core strength and an essential element of the university’s teaching, research, and service mission.

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