IT Support Specialist

The Pennsylvania State University
paid time off, sick time, remote work
United States, Pennsylvania, University Park
201 Old Main (Show on map)
Jun 06, 2025
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, seeNotice to Out of State Applicants. POSITION SPECIFICS The Deskside Support team within Customer Experience, a division of Penn State IT, is seeking a customer service-focused, self-driven, and highly motivated Hybrid Intermediate Level IT Support Specialist to be part of a team that supports roughly 8,000 unique endpoint devices and 28 non-IT business units. This position will provide Tier 2 remote and onsite technical assistance to users while maintaining a strong commitment to customer service and operational excellence. POSITION DETAILS Shift: Monday-Friday 8am-5pm EST Candidates must be authorized to work in the United States without sponsorship. Candidates must have a reliable high-speed internet connection and a dedicated workspace conducive to remote support. RESPONSIBILITIES Customer Service Excellence: Provide remote IT support via phone, chat, and email tickets, ensuring an outstanding customer experience. Incident Management: Monitor and resolve service requests using ServiceNow, escalating support items as needed and adhering to university policies. Hardware and Software Support: Assist users with troubleshooting, configuration, and remote setup of Windows and Mac OS devices, Office 365, and other university-supported software. Security & Compliance: Ensure timely software updates and security patches to reduce threat vectors for endpoints. Continuous Improvement: Work with stakeholders to enhance support processes and implement measurable service improvements. Team Collaboration and Mentoring: Actively engage in virtual team meetings, contribute to process development, and participate in peer mentoring to enhance team capabilities. QUALIFICATIONS Candidates should have knowledge and experience in: Centralized incident and request systems (e.g., ServiceNow) Windows and Mac operating systems Office 365 administration and troubleshooting Endpoint security best practices Experience with Mac OS and iOS is preferred MINIMUM 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: None APPLICATION INSTRUCTIONS Candidates should upload a cover letter and resume at the time of application for consideration. 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 $46,400.00 - $67,300.00. 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. The Pennsylvania State University is committed to and accountable for advancing equity, respect, and belonging in all its forms. We embrace individual uniqueness, as well as a culture of belonging that supports both broad and specific 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. Federal Contractors Labor Law Poster PA State Labor Law Poster Penn State Policies Copyright Information Hotlines