Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.

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:

– Senior Support

Base Description:

– Completes administrative activities and tasks of a technical or functional nature.

Level Summary:

– Demonstrates proficient and comprehensive knowledge of defined skill areas. Applies knowledge of principles, practices, and procedures of a particular field to decision–making and problem–solving. Works under minimum supervision on varied and sometimes difficult work assignments, conferring with supervisor or subject matter experts on unusual matters. May lead others or a team in completion of complex assignments. Interprets and communicates information clearly, accurately, and persuasively. Researches and tries new approaches when solving difficult or novel problems.

Supervisory Responsibilities:

– May serve as lead support staff and/or provide basic direction to lower level support staff
– May serve as direct supervisor for part–time, student, and/or temporary workers or volunteers

Fiscal Responsibilities:

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

Problem Solving:

– Encounters generally routine problems; occasionally faces more complex and/or varied problems
– Typically follows recommended course of action and procedures to resolve problems
– May use experience to resolve more complex and/or varied problems, with supervisor oversight
– Demonstrates proficient and comprehensive knowledge of institutional policies and procedures in determining course of action

Independence of Action:

– Works with minimal supervision on more difficult work assignments, conferring with supervisor on unusual matters
– May set priorities and organize work within general guidelines established by supervisor

Communication and Collaboration:

– Communicates internally within working unit and/or the University
– May communicate with external audiences for scheduling/coordination
– Collaborates closely with team members; may interact with other staff outside of area
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials that may be intended for distribution

• Comp Grade – 8
• Minimum – $51,000.00
• MidPoint – $62,500.00
• Maximum – $74,000.00