Overview
Remote
On Site
USD 46,400.00 - 67,300.00 per year
Full Time
Skills
Workday
Tier 2
Operational Excellence
Performance Management
Preventive Maintenance
Project Management
Internet
Remote Support
Customer Service
Technical Support
Customer Experience
Incident Management
Computer Hardware
Software Support
Regulatory Compliance
Continuous Improvement
Collaboration
Virtual Team
Process Engineering
Mentorship
ServiceNow
Microsoft Windows
Microsoft Office
Endpoint Protection
OS X
IOS Development
Security Policy
Statistics
Reporting
Law
Accountability
Forms
Teaching
Research
Labour Law
Job Details
APPLICATION INSTRUCTIONS:
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.
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 Hybrid 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 provide Tier 2 remote and onsite technical assistance to users while maintaining a strong commitment to customer service and operational excellence.
POSITION DETAILS
RESPONSIBILITIES
QUALIFICATIONS
Candidates should have knowledge and experience in:
MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONS
General Equivalency Diploma (GED) or High School (HS)2+ years of relevant experience; or an equivalent combination of education and experience acceptedRequired Certifications:None
APPLICATION INSTRUCTIONS
Candidates should upload a cover letter and resume at the time of application for consideration.
BACKGROUND CHECKS/CLEARANCES
Employment with the University will require successful completion of background check(s) in accordance with University policies.
Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.
SALARY & BENEFITS
The salary range for this position, including all possible grades, is $46,400.00 - $67,300.00.
Salary Structure - Information on Penn State's salary structure
Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children. For more detailed information, please visit our Benefits Page.
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.
EEO IS THE LAW
Penn State is an equal opportunity 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 .
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.
Federal Contractors Labor Law Poster
PA State Labor Law Poster
Penn State Policies
Copyright Information
Hotlines
- 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.
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 Hybrid 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 provide Tier 2 remote and onsite technical assistance to users while maintaining a strong commitment to customer service and operational excellence.
POSITION DETAILS
- Shift: Monday-Friday 8am-5pm EST
- Candidates must be authorized to work in the United States without sponsorship.
- 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 best practices
- Experience with Mac OS and iOS is preferred
MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONS
General Equivalency Diploma (GED) or High School (HS)2+ years of relevant experience; or an equivalent combination of education and experience acceptedRequired Certifications:None
APPLICATION INSTRUCTIONS
Candidates should upload a cover letter and resume at the time of application for consideration.
BACKGROUND CHECKS/CLEARANCES
Employment with the University will require successful completion of background check(s) in accordance with University policies.
Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.
SALARY & BENEFITS
The salary range for this position, including all possible grades, is $46,400.00 - $67,300.00.
Salary Structure - Information on Penn State's salary structure
Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children. For more detailed information, please visit our Benefits Page.
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.
EEO IS THE LAW
Penn State is an equal opportunity 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 .
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.
Federal Contractors Labor Law Poster
PA State Labor Law Poster
Penn State Policies
Copyright Information
Hotlines
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.