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 College of Health and Human Development at The Pennsylvania State University is seeking applicants for an IT Support Specialist. The final candidate will diagnose and resolve problems in response to customer-reported incidents, install new hardware and software and maintain existing components, train end users in the use of equipment and software, perform general maintenance tasks, and troubleshoot and resolve issues with user devices and peripheral equipment.

Responsibilities:

• Provide customer service and technical support to end-users for hardware and software.

• Diagnose, research, and resolve end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary.

• Provide guidance and explain policies and procedures to end-users.

• Communicate and translate technical information to non-technical end-users; maintain communication and monitor incidents through resolution.

• Train customers on new devices and technologies.

• Install, configure, and test installed hardware and software on new or existing devices in accordance with standard procedures.

• Set up new equipment and devices; set up and maintain workstations; provide appropriate access to applications, systems, and data.

• Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.

• Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.

• Assist and interact with hardware and software vendors.

• Participate in the maintenance, implementation, troubleshooting, and end-user support for applications, mobile devices, and servers.

• Implement security policies and protocols for the department, college, and University.

• Replace equipment that has reached the end of its warranty or lifecycle.

• Assist in tracking and maintaining hardware and software inventory; interact with vendors.

The Pennsylvania State University is committed to and accountable for advancing diversity, equity, and inclusion in all of its forms. We embrace individual uniqueness, foster a culture of inclusion that supports