Senior Information Technology Support Specialist

Penn Information Systems & Computing

. Provide technological support to faculty, staff, and students in Fisher Bennett Hall .

Posted 9/24/2026full-timePhiladelphia • Pennsylvania • United StatesSenior💰 $71,733 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technological support across various operating systems, including MacOS and Windows, while fostering strong client relationships and delivering exceptional customer service. Capable of mentoring IT support staff and managing projects effectively within an academic environment.

Highest-signal resume keywords

MacOS TroubleshootingWindows TroubleshootingCustomer Service SkillsSupervisory SkillsMicrosoft Office365 Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingInformation Security Best PracticesMachine ManagementTicket Management SystemsMobile Device Support

Soft Skills

Excellent CommunicationTechnical Mentorship

Tools & Technologies

BigFixFreshService

Certifications & Qualifications

Bachelor of Science

Industry Keywords

Client RelationshipsAcademic SupportIT ProjectsCustomer ServiceTechnology Recommendations

Tech Stack

Tools & technologies

AndroidiOSLinuxMacOS

About the role

Key responsibilities & impact

Provide technological support to faculty, staff, and students in Fisher Bennett Hall
Support desktop computers, peripherals, mobile devices, software, and Mac/Windows/Linux operating systems
Develop long-term client relationships with supported academic departments and centers
Understand faculty research needs and make appropriate technology recommendations
Supervise two full-time IT Support Specialists/LSPs
Ensure assigned departments receive effective support and excellent customer service
Mentor LSPs and advocate for their career development
Contribute to SAS internal teams, including EMS, Documentation, and FreshService
Lead Fisher-Bennett Hall pod efforts in SAS and Penn-wide IT projects
Retire end-of-life equipment, launch products and services, and upgrade operating systems
Report project progress regularly and ensure deadlines are met
Perform other duties as assigned

Requirements

What you’ll need

Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience is required
Excellent customer service skills, including prompt, consistent, and respectful communication
Strong supervisory skills, including technical mentorship
Ability to troubleshoot MacOS and Windows operating systems
Ability to troubleshoot iOS and Android devices
Knowledge of and attention to information security best practices in accordance with University standards
Experience with Microsoft Office365 email, calendar, and other applications
Experience with machine management, particularly through BigFix, is very desirable
Experience with ticket management systems, particularly FreshService, is desirable
Background checks may be required after a conditional job offer

Benefits

Comp & perks

Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits
Flexible spending accounts for eligible health care and dependent care expenses
Tuition assistance for employees, spouses, and dependent children
Tuition assistance for dependent children at other institutions
Basic, Matching, and Supplemental retirement plans
Pre-tax or Roth retirement savings options
Wide variety of investment options through TIAA and Vanguard
Substantial time away from work
Long-term care insurance
Wellness and work-life programs and resources
Professional and personal development resources
Access to University resources, libraries, athletic facilities, arboretum, art galleries, and cultural and recreational activities
Free and discounted admission and memberships at Penn arts and cultural centers and museums
Discounts on transportation, mortgages, cars, cellular phone service plans, movie tickets, and theme parks
Flexible work options, including non-traditional work hours, locations, and/or job structures
Forgivable home ownership loan for eligible employees interested in buying a home or residing in West Philadelphia
Adoption assistance for qualified expenses, for up to two adoptions in the household