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, see Notice to Out of State Applicants.

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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 Remote 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 be a combination tier 1/tier 2 position and provide remote technical assistance to users while maintaining a strong commitment to customer service and operational excellence.

POSITION DETAILS

• Shift: Monday-Friday 3pm-11pm EST.

• 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