IT Services Specialist (Associate, Mid, or Senior

Position: IT Services Specialist (Associate, Mid, or Senior)

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity
:
Corporate Services

Department
: IS-PMACS CSG

Location
:
Smilow Center for Translational Research 3400 Civic Center Boulevard

Hours
:
Hybrid, M-F, 8AM-4:30pm

Summary
:

This position is posted at {# OF LEVELS} levels based on experience:

• Associate Level

• Mid-level

• Senior level

Candidates will be aligned to the appropriate level based on experience and qualifications.

Associate IT Services Specialist

Position Summary:

The Associate IT Services Specialist uses a combination of their technical knowledge and customer service skills to independently assess customer needs, identify root causes, and implement customer specific solutions. The Associate IT Services Specialist will partner effectively with IS teams across the University of Pennsylvania and University of Pennsylvania Health System (UPHS), such as networking, infrastructure, and collaboration tools to resolve customer issues and requests that require platform-specific expertise.

Finally, the Associate IT Services Specialist will be aware of and ensure that their work efforts meet customer specific compliance requirements, including but not limited to FERPA and HIPAA, and to escalate issues to leadership as appropriate.

Accountabilities:

• Endpoint Deployment & Management:
  The Associate IT Services Specialist will deploy Windows and Macintosh desktops and laptops in accordance with IS standards. The Associate IT Services Specialist will provide support for hardware and operating system issues for supported devices, ensure devices are appropriately patched and that core enterprise management software is installed, and troubleshoot issues as identified by end users. The Associate IT Services Specialist will also assist with configuring, deploying and troubleshooting University of Pennsylvania and UPHS mobile apps, including assisting with enrolling in enterprise Mobile Device Management solutions.
• Networking:
  The Associate IT Services Specialist will assist users with establishing and maintaining network connectivity to supported endpoints and mobile devices. The Associate IT Services Specialist must adhere to University and UPHS standards with regards to connecting devices to wireless and wired networks, and to assist users with identifying the appropriate network(s) for each device. The Associate IT Services Specialist may interface with University and UPHS networking teams to configure devices, including acquiring and configuring IP addresses and security settings to ensure device connectivity.
• Software & Collaboration Services:
  The Associate IT Services Specialist will assist in the installation, configuration and triaging of University of Pennsylvania and UPHS software and collaboration tools, including but not limited to productivity software such as Microsoft Office 365, videoconferencing tools such as Microsoft Teams, Zoom and Blue Jeans, cloud storage services such as Penn+Box and Microsoft One Drive, and custom scientific, clinical and education software as needed.
• Digital Equipment & Vendor Relationships:
  The Associate IT Services Specialist will initiate the scientific equipment onboarding process and partner with end users and vendors to complete the onboarding process. Activities include but are not limited to documenting vendor requirements and technical architectures, assessing network and other infrastructure requirements, and engaging other IS teams and leadership as necessary to ensure the solution functions as intended. The Associate IT Services Specialist will engage with the end users and vendor as necessary to conduct necessary maintenance.
• Information Security &…