IT Support Specialist II

Job Summary

The IT Support Specialist II will provide comprehensive support to the Academy's staff and faculty across various computer-related issues, including hardware, software, and applications on multiple platforms. Key responsibilities include:

• Providing exceptional system imaging, technical assistance and troubleshooting for hardware, software, and application issues.
• Managing Active Directory users and groups, ensuring secure and efficient access control.
• Maintaining and enhancing the organizational asset database to ensure accurate information for both support and purchasing needs. Including:
  
  
  
  • Device assignments and use status
  • Serial numbers
  • Warranty and support information
  • Service history
  • End of Life information
  • Identify issues that require higher level support, collect relevant information, identify potential underlying issues, and route to appropriate ANS or DU IT team members for additional support.
  
  
  
  

Notes about position:

• Monday through Friday
• Start time between 8 and 9 AM, ending time between 4 and 5 PM
• Office work
• Part of an on-call team
• High Noise environment
• Intermittently sitting/standing/stooping
• Climbing ladders
• Occasionally lifting 25-50 lb.
• Using tools requiring high dexterity

Essential Functions

• Independently manage service ticket submissions, ensuring timely resolution, creative solutions, and efficient use of resources.
• Assist in managing groups and users in Active Directory.
• Process requests for onboarding, separations, and role changes as needed (via "Worker Status Form").
• Support the implementation of DU and DU/IRT technology initiatives.
• Troubleshoot hardware and software issues for all staff.
• Act as a liaison and partner in ordering technology-related purchases, ensuring appropriate selections from the right vendors. Prepare and deploy new assets upon delivery to ANS IT.
• Update and maintain the Academy-wide asset database, keeping records of all software and hardware components for every workstation.
• Performs system administration and clerical tasks including data entry, file maintenance, telephone and e-mail support and other supportive functions as required.
• Co-manage the Ink and Toner Recycling Program.
• Research and recommend new technologies for implementation.
• Collaborate with Drexel University IT partners to leverage technologies that support academics and research, adapting to the evolving technological landscape.
• Participate in large-scale implementations, both internally driven and DU IRT driven.
• Conduct IT orientations for new employees and volunteers with system access.
• Ensure secure data destruction on decommissioned equipment.
• Provide guidance to team members on supported cloud service offerings.
• Perform cloud backup confirmations, reporting failures to appropriate team members.
• Report policy violations to the supervisor.
• Perform other responsibilities as assigned by the Sr. Director of Technology and Infrastructure.

Required Qualifications

• Minimum of Bachelor's Degree in Computer Science, Engineering, Mathematics, or a related field or the equivalent combination of education and work experience.
  
  
  
  • Please review the Equivalency Chart for additional information.
  
  
  
  
• Minimum of four years of experience in a similar role, or equivalent combination of education, training, and experience.

Preferred Qualifications

• Relevant education and experience as specified in position overview.
• Knowledge of information technology and the ability to learn new technologies.
• Demonstrated ability to multi-task and work effectively in a fast-paced environment.
• Strong problem-solving and decision-making abilities.
• Excellent written and verbal communication skills.
• Extensive experience supporting a mixed OS environment (Windows, macOS, Linux).
• Proficiency with Office 365.
• Exceptional organizational and time management skills.

Physical Demands

• Typically sitting at a desk/table
• Typically bending, crouching, stooping
• Lifting demands 50lbs

Location

• Center City - Philadelphia, PA

Additional Information
This position is classified as Exempt, grade J. Compensation for this grade ranges from $47,490 to $71,230 per year. Please note that the offered rate for this position typically aligns with the minimum to midrange of this grade, but it can vary based on the successful candidate's qualifications and experience, department budget, and an internal equity review.

Applicants are encouraged to explore the Professional Staff salary structure and Compensation Guidelines & Policies for more details on Drexel's compensation framework. For information about benefits, please review Drexel's Benefits Brochure.

Special Instructions to the Applicant
Please make sure you upload your CV/resume and cover letter when submitting your application.

A review of applicants will begin once a suitable candidate pool is identified.