Penn State New Kensington is seeking a professional that is experienced, highly motivated, customer-centric, versatile, and innovative to join our Information Technology team as an IT Support Specialist - Supervisor. The ideal candidate will provide advanced technical support to faculty, staff, and students at Penn State New Kensington, the Corner LaunchBox, and the Digital Foundry. Strong customer service, communication, analytical thinking, organization, and project management skills along with the ability to work effectively in a team environment are essential.

The position will report to the Director of Information Technology and oversee the daily Service Desk operations and a team of student workers. The successful candidate will have advanced troubleshooting skills and be able to resolve escalated issues from less experienced staff, complete difficult assignments on time, will provide consultative services, be security focused, and participate in IT projects by assisting with the design, selection, and implementation of specialized technology and equipment. The support portfolio includes audio/video equipment, event management, end-user devices, kiosks, digital signage, video conferencing technologies, and software. Expertise in the areas of Windows 10, Android, iOS, ServiceNow, Extron AV Controls, and project management are preferred.

The location of this job is primarily in-person at the Penn State New Kensington campus with some flexibility for occasional hybrid mix of in-person and remote work. Candidates must live in the local area or be willing to travel to campus as needed at their own expense.

Responsibilities include:

Service Desk Manager

• Recruit, hire, train, and supervise student IT staff (1 part-time employee & 6-12 students), which provide tier 2 support.
• Provide escalation support for tier 2 team of student workers.
• Manage student worker schedule and resolve scheduling conflicts to ensure proper coverage.
• Oversee Service Desk incidents/requests.
• Alert campus community of IT changes and service interruptions.
• Provide after-hour tier 3 Service Desk support for emergency issues that arise.
• Review processes and procedures to promote CQI.

Audio/Visual Systems

• Research, procure, and manage all audio/visual equipment.
• Collect and analyze feedback and data to aid in prioritization of equipment upgrades and purchases.
• Work with vendors to design and implement Extron room control systems for classrooms and building projects.
• Provide training to end users on system operations.
• Research and make recommendations on emerging audio/visual technologies.
• Manage and support digital signage infrastructure.
• Coordinate with vendors to provide audio and lighting for high profile events.

Information Technology Support

• Provide tier 3 support to faculty, staff, and students.
• Gather user requirements, conduct feasibility studies, and make recommendations for IT solutions.
• Promote digital fluency and campus-wide adoption of collaboration tools.
• Develop written training materials/resources and conduct in-person/remote training sessions for faculty, staff, and students.
• Periodically provide backup support to IT systems administrator to cover scheduling gaps.

The Pennsylvania State University is committed to and accountable for advancing diversity, equity, inclusion, and sustainability in all of its forms. We embrace individual uniqueness, foster a culture of inclusion that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity in society and nature, and engage all individuals to help them thrive. We value inclusion as a core strength and an essential element of our public service mission.

Education and Experience:

This position requires a Bachelor’s degree or higher plus 4 years of related experience or an equivalent combination of education and experience.

Additional Information:

An on-site presence is a requirement for the position. Physical demands could include exerting up to 40 pounds, with or without accommodation. This position requires that you operate a motor vehicle as a part of your job duties. A valid driver’s license and successful completion of a motor vehicle records check will be required in addition to standard background checks.

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here .

Employment with the University will require successful completion of background check(s) in accordance with University policies.

EEO IS THE LAW

Penn State is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applications without regards to race, color, religion, age, sex, sexual orientation, gender identify, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.

Penn State Covid-19 Vaccination or Testing Requirements

Penn State is committed to the health of our local and global communities. As a condition of employment, all employees are required to comply with COVID-19 vaccination or testing requirements. Click on Penn State Covid-19 Vaccination or Testing Requirements to learn about the requirements as well as general COVID-19 information at Penn State.