Offer summary

Qualifications:

High School Diploma/GED or higher, or relevant work experience in lieu of education., Exceptional customer service skills and basic problem-solving abilities are essential., Strong verbal and written communication skills are required., Attention to detail is crucial for success in this role..

Key responsabilities:

Provide tier-one customer support via phone calls, chat, and email tickets.

Address and resolve customer inquiries while tracking incidents appropriately.

Contribute to documentation and FAQs to enhance service delivery.

Participate in assigned projects and tasks as needed.

Job description

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.

JOB DESCRIPTION AND POSITION REQUIREMENTS:

The Information Technology Service Desk (ITSD) of Penn State IT is looking for self-disciplined and highly motivated individuals for the role of Support Level IT Support Specialist to provide tier-one customer support to students, faculty, and staff of the Pennsylvania State University.

ITSD is seeking applicants for the following shifts:

Monday - Friday 8AM - 5PM EST

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

Qualifications

This position minimally requires a High School Diploma/GED or higher; previous relevant work experience accepted in lieu of education. 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.

Position Locations

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

Application Materials:

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

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.

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.

The salary range for this position, including all possible grades is:

$42,100.00 - $61,000.00

Salary Structure - additional information on Penn State's job and salary structure.

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.

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

EEO IS THE LAW

Penn State is an equal opportunity, affirmative action 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.

Federal Contractors Labor Law Poster

PA State Labor Law Poster

Affirmative Action

Penn State Policies

Hotlines

University Park, PA

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