IT Support Specialist- Executive Support Team

The Executive Support Team (EST) is currently looking for an IT Support Specialist. The EST provides high-level, focused support for the Board of Trustees, top university executives, and their staff. This role requires rapid response and 24/7 support in a dynamic environment, meeting the technological needs of executives and collaborating with strategic partners and vendors.

The Executive Support Team goes beyond typical IT support, establishing customer relationships built on trust, competence, business understanding, training, and immediate attention to IT needs.

This position has a hybrid work modality option.

The primary location for the role is State College PA, at the University Park campus and will require regular weekly work on campus. Candidates must live in the local area or be willing to travel to campus as needed at their own expense. Questions related to flexible work arrangements should be directed to the hiring manager during the interview process. Occasional travel to Commonwealth Campuses and to support executive needs will be required.

Key Responsibilities:

• Provide customer service and technical support for hardware and software.

• Diagnose, research, and resolve end-user issues; escalate as necessary.

• Communicate technical information to non-technical users; maintain incident communication through resolution.

• Train end-users on new devices and technologies.

• Install, configure, and test hardware and software on new or existing devices.

• Set up and maintain workstations; provide access to applications, systems, and data.

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

• Document incidents, internal processes, procedures, and training manuals.

• Assist and interact with hardware and software vendors.

• Support applications, mobile devices, and servers; implement security policies and protocols.

• Replace equipment at the end of its warranty or lifecycle.

• Track and maintain hardware and software inventory.

• Supervise staff members, including hiring, development, and performance management.

Qualifications:

• Associates degree or higher plus four years of related experience, or an equivalent combination of education and experience.

• Strong technical support and problem-solving skills.

• Professional presence and ability to provide personal attention to executives.

• Solid background in training small and large groups.

• Knowledge of Office 365 technologies and other business-related platforms.

• Excellent relationship-building, teaching, verbal, and written communication skills.

• Ability to work in a team setting.

If you are a skilled IT professional with a passion for providing exceptional support to high-level executives, we encourage you to apply.

The Pennsylvania State University is committed to and accountable for advancing diversity, equity, inclusion, and sustainability in all of its forms. We embrace individual uniqueness, foster a culture of inclusion that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity in society and nature, and engage all individuals to help them thrive. We value inclusion as a core strength and an essential element of our public service mission.