Penn State Job Catalog

The defined natural career progression within or between job profiles.

IT Support

The IT Support Specialist diagnoses and resolves problems in response to customer reported incidents; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment.

• 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 incident 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 of 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
• May supervise staff members, including hiring, development, and performance management

Level:

– Supervisor

Base Description:

– Supervises direct reports, but primarily completes activities, tasks, and/or projects of a functional nature.

Level Summary:

– Demonstrates appropriate knowledge to perform own work; spends majority of time on tasks related to own job responsibilities. Demonstrates baseline planning, organizing, directing, and facilitating skills. Reviews completed work of others to verify accuracy and quality. Follows recommended approaches to assigned work. Supervises assigned staff and coordinates routine work activities. Monitors employee interactions and facilitates a productive working environment. Communicates instructions and policies in a consistent, effective and timely manner. Identifies and addresses concerns appropriately. Makes recommendations for possible solutions.

Supervisory Responsibilities:

– Typically oversees at least 2 full–time direct reports or equivalent team of part–time and/or student workers (for Support track, performs work at Senior Support level or higher; for Professional track, performs work at the Advanced Professional level or higher)

Fiscal Responsibilities:

– May validate and pay invoices
– May monitor/track budgets for specific area and/or grant(s)

Problem Solving:

– Encounters generally routine problems with progressively more complex and/or varied problems
– Typically follows standard operating procedures to resolve problems
– May apply specialized knowledge and skills to resolve complex and/or varied problems
– Applies proven and tries new approaches when solving problems

Independence of Action:

– Works with minimal supervision on difficult work assignments, conferring with manager on unusual matters
– Follows precedents and procedures
– Organizes work of direct reports and may set priorities within general guidelines established by manager
– Reviews the work of others to verify accuracy, quality, and conformance to required procedures and special instructions

Communication and Collaboration:

– Communicates internally within working unit and the University
– Communicates with external audiences for scheduling/coordination
– May communicate with external audiences for business purposes
– Collaborates closely with team members; may interact with other staff outside of area
– Utilizes a communication style that is appropriate for a given situation
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials

• Comp Grade – 9
• Minimum – $56,200.00
• MidPoint – $68,800.00
• Maximum – $81,500.00