IT Desktop Support Specialist

Job Summary

The IT Desktop Support Specialist provides advanced, onsite (Tier 2 and Tier 3) technical support for faculty, staff, and student users in highlevel or sensitive environments. Support is delivered through a combination of oncampus, inperson assistance and remote access, with a strong focus on securityrelated software, enduser computing environments, and emerging technologies across Windows and macOS platforms.

This role is responsible for planning, advising, and coordinating technology installations within supported offices and departments. The specialist actively participates in desktop and laptop imaging, deployment, and lifecycle management for administrative and academic offices, ensuring systems are configured according to institutional standards and security requirements. Responsibilities also include overseeing hardware and software inventory, managing software licensing needs, and maintaining the security and integrity of computer systems. The IT Desktop Support Specialist maintains a strong working knowledge of computer networks and the relationships between systems, applications, and enduser devices. The position requires the ability to assess user needs, troubleshoot complex technical issues, and independently research and implement solutions that address both immediate operational concerns and longterm technology objectives.

Essential Functions

• Provide operational support for relevant University functional users needing assistance with desktop security tools. May oversee or participate in training for new users on this system functionality.
• Demonstrate knowledge of interrelationship among networks and systems.
• Manages support requests and tasks to ensure goals and objectives are completed on time.
• Proactively supports end user departments and individuals in third-tier identity and computer accounts related problems. -
• Coordinates and Supports mass mailing team and university-wide use of mass communications; provides definition of guidelines for its use and prepares or oversees documentation for end user management of their own lists.
• Additional responsibilities include creating and/or providing test plans, software/application defect examination and definition, high level functional support, process oversight and scheduling.
• Contribute to and maintain knowledge base content by documenting solutions, updating existing articles, and ensuring accuracy of information related to supported services.

Required Qualifications

• Minimum of a Associate's Degree in or two-year college equivalent or the equivalent combination of education and work experience.
  
  
  
  • (Please review the Equivalency Chart for additional information.)
  
  
  
  
• Minimum of One to two years of experience.

Physical Demands

• Typically sitting at a desk/table
• Typically standing, walking
• Lifting demands 25lbs

Location

• University City - Philadelphia, PA

Additional Information
This position is classified as Exempt, grade I. Compensation for this grade ranges from $45,330 to $68,000 per year. Please note that the offered rate for this position will 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.