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   Current UPHS employees must apply HERE

IT Services Specialist (Senior, Mid or Associate level)

Job ID: 142922
Category: Information Services/Technology/Service Desk/Telecom
Work Type: FT
Location: Philadelphia, PA, United States
Date Posted: Sep 13, 2022
Work Schedule: 8:00AM-4:30PM, M-F | Hybrid

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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?

Job Summary - Senior level:

  • The Senior 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 Senior 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 Senior 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.

Responsibilities:

  • Endpoint Deployment & Management: The Senior IT Services Specialist will deploy Windows and Macintosh desktops and laptops in accordance with IS standards. The Senior 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 Senior 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 Senior IT Services Specialist will assist users with establishing and maintaining network connectivity to supported endpoints and mobile devices. The Senior 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 Senior 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 Senior 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 OneDrive, and custom scientific, clinical and education software as needed.
  • Digital Equipment & Vendor Relationships: The Senior 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 Senior IT Services Specialist will engage with the end users and vendor as necessary to conduct necessary maintenance.
  • Information Security & Compliance: The Senior IT Services Specialist ensures the safety, confidentiality & security of all University of Pennsylvania and UPHS patient, research, student and employee data. The Senior IT Services Specialist will adhere to all University of Pennsylvania and UPHS policies regarding the protection of sensitive data, and alerts supervisors to issues when identified. The Senior IT Services Specialist will advise end users on policies, standards and best practices, depending on the type of data. The Senior IT Services Specialist partners closely with Information Security to triage and investigate potential breaches upon identification and to assist users in service recovery as needed.
  • Projects & Special Initiatives: At the direction of department management, the Senior IT Services Specialist will be serve as a lead the support for projects. Such projects may include but are not limited to the enterprise deployment of new or upgraded capabilities, the onboarding and set up of new departments and research laboratories, or the relocation of existing facilities to new locations. Support responsibilities may include the break down and setup of computer equipment, configuring devices for wired and wireless network connectivity, communicating, training and installing new and upgraded software, and other project specific needs as identified.


Job Summary - Mid-level:

  • The 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 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 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.

Responsibilities:

  • Endpoint Deployment & Management: The IT Services Specialist will deploy Windows and Macintosh desktops and laptops in accordance with IS standards. The 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 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 IT Services Specialist will assist users with establishing and maintaining network connectivity to supported endpoints and mobile devices. The 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 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 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 OneDrive, and custom scientific, clinical and education software as needed.
  • Digital Equipment & Vendor Relationships: The 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 IT Services Specialist will engage with the end users and vendor as necessary to conduct necessary maintenance.
  • Information Security & Compliance: The IT Services Specialist ensures the safety, confidentiality & security of all University of Pennsylvania and UPHS patient, research, student and employee data. The IT Services Specialist will adhere to all University of Pennsylvania and UPHS policies regarding the protection of sensitive data, and alerts supervisors to issues when identified. The IT Services Specialist will advise end users on policies, standards and best practices, depending on the type of data. The IT Services Specialist partners closely with Information Security to triage and investigate potential breaches upon identification and to assist users in service recovery as needed.
  • Projects & Special Initiatives: At the direction of department management, the IT Services Specialist will be required to support projects. Such projects may include but are not limited to the enterprise deployment of new or upgraded capabilities, the onboarding and set up of new departments and research laboratories, or the relocation of existing facilities to new locations. Support responsibilities may include the break down and setup of computer equipment, configuring devices for wired and wireless network connectivity, communicating, training and installing new and upgraded software, and other project specific needs as identified.
  • Performs duties in accordance with Penn Medicine and entity values, policies, and procedures.
  • Other duties as assigned to support the unit, department, entity, and health system organization.


Job Summary - Associate level:

  • 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.

Responsibilities:

  • 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 OneDrive, 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 & Compliance: The Associate IT Services Specialist ensures the safety, confidentiality & security of all University of Pennsylvania and UPHS patient, research, student and employee data. The Associate IT Services Specialist will adhere to all University of Pennsylvania and UPHS policies regarding the protection of sensitive data, and alerts supervisors to issues when identified. The Associate IT Services Specialist will advise end users on policies, standards and best practices, depending on the type of data. The Associate IT Services Specialist partners closely with Information Security to triage and investigate potential breaches upon identification and to assist users in service recovery as needed.
  • Projects & Special Initiatives: Under the supervision of department management, the Associate IT Services Specialist will be required to support projects. Such projects may include but are not limited to the enterprise deployment of new or upgraded capabilities, the onboarding and set up of new departments and research laboratories, or the relocation of existing facilities to new locations. Support responsibilities may include the break down and setup of computer equipment, configuring devices for wired and wireless network connectivity, communicating, training and installing new and upgraded software, and other project specific needs as identified.
  • Performs duties in accordance with Penn Medicine and entity values, policies, and procedures.
  • Other duties as assigned to support the unit, department, entity, and health system organization.

Education/Experience:

  • High School Diploma/GED and 5+ years of field support experience (Required for Senior level)
  • High School Diploma/GED and 3+ years of field support experience (Required for Mid-level)
  • High School Diploma/GED and 1+ years of field support or related experience (Required for Associate level)

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

   Current UPHS employees must apply HERE
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