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Senior IT Support Specialist - Information Systems & Computi

Job Description


Senior IT Support Specialist - Information Systems & Computing HireIT

Franklin Building

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Senior IT Support Specialist - Information Systems & Computing HireIT

Job Profile Title

Information Technology Support Specialist Senior

Job Description Summary

Information Systems & Computing (ISC) is the University of Pennsylvania’s central IT organization, providing infrastructure and services upon which Penn’s numerous Schools and Centers build their unique tools and capabilities. ISC’s 270-plus employees work closely with the University’s IT organizations in order to create, deliver and support products and services that help Schools and Centers operate efficiently and effectively. We strive to be easy to work with, and to serve as a trusted advisor to Penn’s IT community, faculty, staff and students in support of an environment of discovery and progress. ISC’s focus on customer service and the high-quality, cost-effective, reliable implementation of modern IT solutions advances the mission of the University, as well as that of each individual School and Center. At Penn, technological freedom and departmental autonomy represent dearly held core values. ISC supports those ideas by providing foundational services and cogent counsel, empowering individuals and departments to employ their distinct strengths in support of their goals. Over the course of nearly three decades, ISC has helped constituents connect and thrive in an ever-changing technology environment. This rich base of experience allows us to respond to client, marketplace and economic needs in order to improve and optimize delivery, ensure the satisfaction of those who depend on our services, and consistently deliver lasting value to the broader University community.

ISC’s HireIT Services team provides best-in-class IT service delivery in a matrix environment to more than 1000 clients across a diverse collection of campus organizations, including members of Penn’s executive offices. The HireIT team works to form trusting professional relationships with our clients by partnering to meet local needs.

The IT Support Specialist Senior will provide top-tier end-user support and technical consulting through daily interaction with high-profile clients and staff who have varying levels of technical expertise. This position joins a team which focuses on executive IT support for the University of Pennsylvania central administration including the offices of the President and Provost. Additional work will consist of managing IT projects in support of client and campus-wide IT initiatives.

Occasional evening or weekend hours are required.

Job Description


  • Interact daily with high-profile clients and staff who have varying levels of technical expertise and provide top-tier support. Act as an escalation point for critical and advanced technical issues. Establish and foster ongoing relationships with high-profile clients. Maintain working knowledge of client office functions and needs.

  • Perform regular on-site executive IT support for University of Pennsylvania administration including direct interaction with University leadership and Board of Trustees. Provide support for high-level meetings and maintain confidentiality of sensitive materials.

  • Consult with clients and colleagues on diverse business needs. Recommend and review IT solutions for improving work, based on analysis and understanding of business and operational requirements. Plan, develop, implement, and manage projects/solutions involving clients, vendors, and other IT entities at the University.

  • Serve as subject matter expert resource for HireIT, managing projects, coordinating resources in support of a variety of division-wide and client-specific business goals, and serving as a mentor to junior staff.

  • Participate on campus-wide project teams, task forces, and user groups.

  • Perform additional duties as assigned.


  • Bachelor’s degree and 2-3 years of experience or an equivalent combination of education and experience.

  • Experience providing technical support for contemporary client operating systems (Macintosh and Windows) and productivity applications, preferably in an academic computing or professional services environment.

  • Ability to thrive in a client-centric, technically-focused environment, with an excellent track record of providing exemplary technical support and customer service, particularly with people at higher levels of the organization. 

  • Demonstrated experience providing IT support for executive level employees.

  • Experience configuring, deploying and supporting client desktop systems in a managed environment.

  • Demonstrated experience analyzing functional requirements and managing small IT projects while coordinating internal and external resources in support of clients’ diverse business goals.

  • Skills and experience in database development, web development, multimedia, audio-visual, or information security a plus.

  • Excellent interpersonal, oral and written communication skills with the ability to present technical materials clearly to varied audiences.

  • Sound independent judgment, a professional demeanor, and a commitment to maintaining the confidentiality of sensitive materials.

  • Ability to both lead, and work in support of others to produce best outcomes; must be team-oriented, with a demonstrated aptitude and eagerness for learning and collaboration.

*Please include a cover letter and resume with completed application.

Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Information Systems and Computing

Pay Range

$50,684.00 - $138,391.00

Affirmative Action Statement 
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements 
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

Posted 30+ Days Ago

Full time


About Us

The University of Pennsylvania's special character is reflected in the diversity of the Penn community. We seek talented faculty and staff who will constitute a vibrant community that draws on the strength that comes with a substantive institutional commitment to diversity along dimensions of race, ethnicity, gender, sexual orientation, age, religion, disability, veteran status, interests, perspectives, and socioeconomic status. Grounded in equal opportunity, nondiscrimination, and affirmative action, Penn's robust commitment to diversity is fundamental to the University's mission of advancing knowledge, educating leaders for all sectors of society, and public service. The University of Pennsylvania prohibits unlawful discrimination based on race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.