Senior IT Support Specialist, Client Services, Wharton School

University of Pennsylvania, a world-renowned leader in education, research, and innovation, offers a unique working environment within the city of Philadelphia. The Wharton School is one of Penn’s 12 highly-regarded schools, providing opportunities for undergraduate, graduate, and continuing education.

About the role

The Client Technology Services - Client Support team provides high-level, user-focused technical support services to Wharton administrative departments. The team emphasizes triage, escalation, initial assessment, research, and resolution of incidents and requests to minimize disruption of Wharton business. As a senior member of the team, you will serve as an escalation point for complex issues, provide advanced technical capability, and identify high-impact or ongoing problems to develop resolutions.

Responsibilities

• Diagnose and resolve technical problems with computing hardware, software, and network services.
• Complete project work as assigned, ensuring a positive customer support experience.
• Build strong relationships through deep problem understanding, timely resolution, and clear communication.
• Act as a single point-of-contact for clients, ensuring a seamless end-to-end experience.
• Collaborate across the Client Services and Client Technology Services teams.
• Serve as an escalation point for complex technical issues and provide advanced troubleshooting.
• Identify high-impact or recurring problems and develop resolutions.
• Assist with the deployment, administration, and maintenance of servers and shared services for Wharton administrative staff.
• Participate in cross-department and cross-university teams to evaluate, establish, or deploy new technologies and processes.
• Provide occasional weekend and off-hours support for special events, such as alumni weekend and graduation.
• Be available for on-call contact during non-business hours to respond to urgent, high-priority, or escalated service issues or outages.

Requirements

• Experience with desktop operating systems, including Windows and Mac OS, as well as mobile operating systems.
• Proficiency with a wide variety of software applications, including Microsoft Office, anti-virus, and software utilities.
• Strong interpersonal and social skills, with the ability to handle a complex workload independently while maintaining integrity.
• Excellent customer service skills, exercising judgment, tact, confidentiality, and diplomacy in all interactions.
• ITIL/ITSM experience is a plus.

Qualifications

• Bachelor’s degree and a minimum of 3 years of experience in a computer/user support environment, or an equivalent combination of education and experience.
• Proven advanced technical troubleshooting ability.
• Ability to work both independently and as a team member, including taking a leadership role when required.

Benefits

• Health, Life, and Flexible Spending Accounts: Comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits. Flexible spending accounts for eligible health care and dependent care expenses.
• Tuition Assistance: Exceptional tuition benefits for you, your spouse, and dependent children at Penn and other institutions.
• Retirement Plans: Generous retirement plans allowing pre-tax or Roth savings with a variety of investment options through TIAA and Vanguard.
• Time Away from Work: Substantial paid time off for vacations, personal affairs, illness, or injury.
• Long-Term Care Insurance: Coverage for long-term care services at home, in the community, or in a nursing facility.
• Wellness and Work-life Resources: Programs and resources to support work-life balance, health, and personal well-being.
• Professional and Personal Development: Resources to advance personal and professional growth.
• University Resources: Access to libraries, athletic facilities, arboretum, art galleries, and cultural/recreational activities.
• Discounts and Special Services: Savings on arts, entertainment, transportation, mortgages, cellular plans, movie tickets, and theme parks.
• Flexible Work Hours: Creative approaches to work hours, locations, and job structures to promote work-life balance.
• Penn Home Ownership Services: Forgivable loans for eligible employees buying a home or residing in West Philadelphia.
• Adoption Assistance: Reimbursement for qualified expenses related to the legal adoption of a child.

Pay

Salary offers range from $43,919.00 to $73,000.00 annually, based on the candidate’s qualifications, experience, skills, education, internal and market factors, and grade profile.

Background check required after a conditional job offer is made.