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 (IT) Service Desk of Penn State IT is looking for a self-disciplined and highly motivated individual to provide Tier 1 technical assistance on a wide variety of services and applications to the Penn State University community including students, faculty, staff and affiliates as well as lead Service Desk department initiatives.  This work includes interacting with individuals at all levels of the University, utilizing industry best practices and department processes to troubleshoot issues, resolve where possible, and escalate when necessary.    

Typical Duties:  

• Provide exceptional customer support, leadership, and subject matter expertise to help others resolve issues efficiently. 
• Serve as shift coordinator to ensure distribution of work and appropriate coverage is maintained. 
• Moderate problem-solving requiring analysis of the situation.
• Independence of action to complete work assignments.
• Identify and communicate obstacles and solutions that impact operations with team members, leadership, service managers, and partner groups, as needed. 
• Communicate information, project assignments, ideas, and instructions to diverse audiences clearly and accurately, both verbally and in writing.  
• Lead and/or participate in committees, work groups, completion of complex assignments and project teams as defined by department guidelines. 

Position Details

The core days of this position fall on weekend days.  A typical schedule is Friday through Tuesday 8:00 a.m. to 5:00 p.m. Eastern Standard Time (EST). The successful candidate will have some flexibility in setting weekdays off.  Questions related to work schedules should be directed to the hiring manager during the interview process.

The location of this position operates within the United States and is remote assignment.  Penn State will provide 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.  

The Penn State IT 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. Members are expected to attend virtual daily stand-up meetings, monthly staff meetings, and other meetings as announced.    

Typical Education and Experience

Typically requires an associate degree or