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. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

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

IT Support Specialist, WCIT Client Services

Job Profile Title

Information Technology Support Specialist B

Job Description Summary

Founded in 1881 as the world’s first collegiate business school, the Wharton School of the University of Pennsylvania is shaping the future of business by incubating ideas, driving insights, and creating leaders who change the world. With campuses in both Philadelphia and San Francisco, Wharton has over 850 staff, a faculty population of more than 235 renowned professors, and 5,000 undergraduate, MBA, executive MBA, and doctoral students. Each year 13,000 professionals from around the world advance their careers through Wharton Executive Education’s individual, company-customized, and online programs. More than 104,000 Wharton alumni form a powerful global network of leaders who transform business every day. Wharton is home to a diverse population of staff, representing a rich array of backgrounds, expertise, and cultures. To learn more, visit www.wharton.upenn.edu.

The Client Technology Services - Client Support team provides high-level, user-focused, technical support services to Wharton faculty, staff and students. We work with an emphasis on triage and escalation, initial assessment, research, and resolution of incidents and requests to minimize disruption of Wharton business. We are always seeking to find new ways to deliver the highest level of support and technical guidance possible for faculty/staff/students, events, and initiatives we support.

Job Description

IT Support Specialist position’s responsibilities: As an IT Support Specialist, you will diagnose and resolve technical problems with computing hardware, software, and network services, and complete project work as assigned. You will strive to create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution, communicating promptly on progress, and handling clients with a client-focused professional attitude. It is your job to ensure the end-to-end customer experience is as positive and pleasant for those we work with and for and provide a single point-of-contact for the client. Collaboration across the Client Services and rest of the Client Technology Services team is expected.

Occasional weekend and off-hours support for special events, including alumni weekend, and graduation may be required. On-call contact may be required during non-business hours as well, to respond to urgent, high priority, and escalated service issues or outages. This includes the potential for both evening and weekend hours. You will be encouraged to participate in cross-department and cross-university teams to evaluate, establish, and/or deploy new technologies and processes for the school, such as participating in evaluation teams, the Super User Group, special interest groups, service teams, and more.

DUT I E S:

The Client Technology Services - Client Support team provides high-level, user-focused, technical support services to Wharton administrative departments. We work with an emphasis on triage and escalation, initial assessment, research, and resolution of incidents and requests to minimize disruption of Wharton business. We are always seeking to find new ways to deliver the highest level of support and technical guidance possible for the staff members, events, and initiatives we support.

IT Support Specialist position’s responsibilities:

As an IT Support Specialist, you will diagnose and resolve technical problems with computing hardware, software, and network services, and complete project work as assigned. You will strive to create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution, communicating promptly on progress, and handling clients with a client-focused professional attitude. It is your job to ensure the end-to-end customer experience is as positive and pleasant for those we work with and for and provide a single point-of-contact for the client. Collaboration across the Client Services and rest of the Client Technology Services team is expected.

Occasional weekend and off-hours support for special events, including alumni weekend, and graduation may be required. On-call contact may be required during non-business hours as well, to respond to urgent, high priority, and escalated service issues or outages. This includes the potential for both evening and weekend hours.

Q U A LI F I C A TI O NS:

• Experience with a variety of desktop operating systems, including Windows and Mac OS; mobile operating systems, and a wide variety of software applications, including Microsoft Office, anti-virus, and software utilities.

• Effective interpersonal skills, excellent social skills, independent problem-solving and decision making, self-direction, and ability to handle a complex workload all while keeping integrity at the forefront.

• Excellent customer service with the ability to exercise excellent judgment, tact, confidentiality, and diplomacy in all interactions with the Wharton community.

• ITIL/ITSM experience a plus.

• Bachelor’s degree and a minimum of 1 year of experience in a computer / user support environment or the equivalent combination of education and experience.

• Demonstrated technical troubleshooting ability.

• Ability to work both independently and as a member of a team

  Job Location - City, State

Philadelphia, Pennsylvania

Department / School

Wharton School

Pay Range

$43,919.00 - $54,600.00 Annual Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile.

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.

University Benefits

• Health, Life, and Flexible Spending Accounts : Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.

• Tuition : Take advantage of Penn's exceptional tuition benefits . You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.

• Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.

• Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.

• Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.

• Wellness and Work-life Resources : Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.

• Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.

• University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries. There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.

• Discounts and Special Services : From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.

• Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.

• Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.

• Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

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  To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay

  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.