APPLICATION INSTRUCTIONS:CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please to complete the . 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 to complete the Please do not apply here, apply internally through Workday.If you are NOT a current employee or student, please click “Apply” and complete .Approval of remote and hybrid work is not guaranteed regardless of work location. For additional information on remote work at Penn State, see .POSITION SPECIFICSPenn State Berks, located in Reading, PA, is seeking an IT Support Specialist for its customer-focused IT department. IT Support Specialist is responsible for supporting students, faculty, and staff concerning their IT needs. The successful candidate must be able to convey specialized information to a wide range of IT customers at the appropriate level through phone, email, and in person. This position requires a willingness and ability to adapt to the ever-changing challenges and demands on the department.RESPONSIBILITIESProvide customer service and technical support to end-users for hardware and softwareDiagnose, research, and resolve end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessaryProvide guidance and explain policies and procedures to end-usersCommunicate and translate technical information to non-technical end users; maintain communication and monitor incidents through resolutionTrain customers on new devices and technologiesInstall, configure, and test installed hardware and software on new or existing devices, in accordance with standard proceduresSet up new equipment and devices; set up and maintain workstations; provide appropriate access to applications, systems, and dataUtilize and maintain knowledge bases, white papers, FAQs, and vendor documentationContribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manualsAssist and interact with hardware and software vendorsParticipate in the maintenance, implementation, troubleshooting, and end-user support for applications, mobile devices, and serversImplement security policies and protocols of the department, college, and UniversityReplace equipment that has reached the end of its warranty or lifecycleAssist in tracking and maintaining hardware and software inventory; interact with vendorsSupervise student staff members, including hiring, development, and performance managementAssist with coordinating technology needs for events on campus, using student employees to support the events.Assist with supporting the Faculty using technology in classrooms.LOCATION AND HOURSThis position is primarily an on-campus position and will involve flexible hours, with a primary work schedule of business hours, Monday to Friday. It will also include occasional off-hours to support on-campus events. Off-hours and evening support can be minimized by delegating tasks to student employees.QUALIFICATIONSCandidates must be able to:build relationships with stakeholdersbe adaptable to changeexercise independent judgment and discretionmeet deadlinesshift from working independently to working within a team easilyRequired:Computer hardware installation and troubleshooting for Windows and MACSoftware installation and troubleshootingCustomer service experienceWell-developed oral and written communicationPreferred:Endpoint Device Management such as Big Fix, JAMF, InTuneNetwork connectivity setup and troubleshootingBasic technical knowledge of computer securityExperience with Audio Visual SystemsMINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONS General Equivalency Diploma (GED) or High School (HS) 2+ years of relevant experience; or an equivalent combination of education and experience accepted Required Certifications: NoneBACKGROUND CHECKS/CLEARANCES Employment with the University will require successful completion of background check(s) in accordance with University policies. This position requires that you operate a motor vehicle as a part of your job duties. A valid driver’s license and successful completion of a motor vehicle records check will be required in addition to standard background checks.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 $46,400.00 - $67,300.00.- Information on Penn State's salary structurePenn 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 .CAMPUS SECURITY CRIME STATISTICSPursuant 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 .EEO IS THE LAWPenn 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.The Pennsylvania State University 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.
