This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

The Information Technology Service Desk (ITSD) at Penn State IT is seeking self-disciplined, highly motivated individuals for the role of IT Support Specialist – Support Level. In this entry-level position, you will provide tier-one customer support to students, faculty, and staff at Pennsylvania State University. This role supports a high volume of inquiries through phone calls, email, and service ticketing systems.

• Responding to phone calls, chat support, and email tickets to ensure each customer always receives outstanding service
• Addressing and resolving questions, completing appropriate tracking, and routing within an incident tracking tool
• Contributing to documentation and frequently asked questions (FAQs)
• Participates in projects and tasks as assigned

Qualifications

• General Equivalency Diploma (GED) or High School Diploma or an equivalent combination of education and experience accepted
• Demonstration of exceptional customer service skills
• Basic problem-solving skills
• Strong verbal and written communication skills
• Attention to detail

Requirements

• Flexible location; can operate fully remote within the United States
• Proactive communication to stay connected with the team and managers
• Attendance at virtual daily stand-up meetings, monthly staff meetings, and other meetings as announced
• Successful completion of background check(s) in accordance with University policies
• Must be authorized to work in the U.S.

Benefits

• Salary range: $42,100.00 - $61,000.00
• Comprehensive medical, dental, and vision coverage
• Robust retirement plans
• Substantial paid time off including holidays, vacation, and sick time
• Generous 75% tuition discount for employees and eligible spouses and children