IT Desktop/AV Support Specialist

University of Pennsylvania

Philadelphia, PA

Job posting number: #7234428

Posted: April 3, 2024

Application Deadline: Open Until Filled

Job Description

Job Description Summary

Information Systems & Computing (ISC) is the University of Pennsylvania’s central IT organization, providing the core network, data, voice, video, and enterprise application infrastructure and services upon which Penn’s numerous Schools and Centers build their unique tools and capabilities.

ISC’s 300-plus employees work closely with the University’s IT organizations in order to create, deliver and support products and services that help Schools and Centers operate efficiently and effectively. We strive to be easy to work with, and to serve as a trusted advisor to Penn’s IT community, faculty, staff and students in support of an environment of discovery and progress.

ISC’s focus on customer service and the high-quality, cost-effective, reliable implementation of modern IT solutions advances the mission of the University, as well as that of each individual School and Center. At Penn, technological freedom and departmental autonomy represent dearly held core values. ISC supports those ideas by providing foundational services and cogent counsel, empowering individuals and departments to employ their distinct strengths in support of their goals.

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This position will be a valued member of the HireIT Services department, which reports up through the ISC's Client Services organization. ISC’s HireIT Services team provides best-in-class IT service delivery in a matrix environment to more than 1000 clients across a diverse collection of campus organizations. The IT Desktop/AV Support Specialist will interact daily with clients who have varying levels of technical expertise and provide them with top-tier support and consulting; this requires a combination of sound independent judgment, a professional demeanor, and superior technical ability. The goal of our IT specialists is to form trusting professional relationships with our clientele.

The IT Desktop/AV Support Specialist splits time between providing desktop support and AV support activities. This position will be accountable for providing premiere technical support to executive level clients and internal clients including but not limited to all aspects of setup and testing of audio/visual equipment, troubleshooting audio/visual issues for clients, and supporting clients in a managed Windows and Mac environment. This role will also be responsible for the proactive service of HireIT’s AV spaces.

This role will contribute to IT projects in support of clients’ diverse business goals. Creating documentation to support changes, teach new concepts, and document policies and procedures is a key aspect of this role; great communication skills are a must. Successful candidates have an excellent track record of providing customer service and are team-oriented professionals.
Job Description

Job Responsibilities

Premiere technical support for audio/visual equipment, special events and internal meetings – in person, virtually, and/or in a hybrid environment
One-on-one and just-in-time training to presenters on the operation of AV systems
Regular maintenance and testing of audio/visual systems installed in client spaces on campus
Setup and support for software and hardware-based video conferencing
Assisting users in the proper operation of AV systems
Answering phone calls, emails and tickets while using HireIT’s contact center on a regular basis
Coordinating with HireIT’s Operations Management team for dispatch to assist clients
Providing desktop support to our clients in both Windows and Mac environments
Producing training guides and documentation
Maintaining an inventory of AV equipment and supplies
Familiarity with Microsoft Active Directory
Troubleshooting AV issues in complex networking environments that contain multiple firewalls and VPN services
Leading, participating in and serving as a liaison between the department, clients, other campus computing support groups, and other ISC teams.
This position may require occasional evening or weekend hours.


Bachelor of Science and 1 to 2 years of experience or equivalent combination of education and experience is required.
Demonstrated proficiency in the configuration, maintenance, and operation of AV systems including but not limited to display, audio, control systems, and video conferencing.
Experience providing technical support for contemporary client operating systems (Macintosh and Windows) and productivity applications, preferably in an academic computing or professional services environment.
Ability to thrive in a client-centric, technically-focused environment. 
Ability to adapt to a changing and variable work experience.
Excellent interpersonal, listening, oral and written communication skills with the ability to document and present technical materials clearly.

Ability to work with a wide variety of clients and colleagues, delivering exemplary technical support.
Ability and commitment to maintaining the confidentiality of sensitive materials.
Experience configuring, deploying and supporting client systems in a highly managed environment.
Ability to work collaboratively in a team environment to produce best outcomes.
Skills and experience with current and emerging trends in audio/visual and presentation technology and the ability to demonstrate an understanding of how technology can enable a variety of presentation methods.

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