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Technical Support Specialist (Temporary)

University of Pennsylvania

Philadelphia, PA

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JOB DETAILS
SALARY
$7.25–$26 Per Hour
LOCATION
Philadelphia, PA
POSTED
4 days ago


University Overview


The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.




Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.








Posted Job Title

Technical Support Specialist (Temporary)





Job Profile Title

Temporary Employee - Non-Exempt





Job Description Summary

The Online Learning Technical Support Specialist provides essential tier 1 support for Penn Engineering Online, managing after-hours technical troubleshooting and communications across platforms like Zendesk, Slack, and Canvas. Key responsibilities include auditing course content and grades for consistency, monitoring student engagement trends, and escalating urgent issues to ensure a seamless academic experience. By supporting live Zoom events and managing extension requests, this role ensures continuous operational reliability for students and faculty outside of standard business hours.





Job Description


The Online Learning Technical Support Specialist will provide after-hours tier 1 support to students, faculty, and staff in the Penn Engineering Online program. Responsibilities include:



+ Periodic checks of Zendesk, Ed Discussion, and Slack for issues that cannot wait until the next business day, escalating to Course Managers and Assistant Director when necessary


+ Daily checks of Ed Discussion to escalate any student questions that have gone nearly 24 hours without a response to TAs


+ Troubleshooting live events held via Zoom via Canvas


+ Audit of Google Drive to ensure synchronization with Canvas content


+ Canvas audit to ensure consistency between courses


+ Checking Weekly Check-In course surveys for trends and potentially problematic issues


+ Monitoring and responding to Extension Requests for all courses via Power Automate / Slack


+ Auditing grades to ensure consistency between Gradescope and Canvas


+ Provide exam support for all courses outside of business hours







Job Location - City, State

Philadelphia, Pennsylvania





Department / School

School of Engineering and Applied Science





Pay Range

$7.25 - $26.00 Hourly Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.




Equal Opportunity Statement


The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics) , citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law .




Special Requirements A background check may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.




University Benefits



+ Health and Life: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare.


+ Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.



Please note that benefit eligibility is determined/based on ACA guidelines.





The University of Pennsylvania’s special character is reflected in the wide variety of backgrounds, experiences, and perspectives of the Penn community. We seek talented faculty and staff who will constitute a vibrant community and help create an educational and working environment that best supports the University’s commitment to excellence in teaching, research, and scholarship. The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status, or any class protected under applicable federal, state or local law.

About the Company

U

University of Pennsylvania

Penn's beautiful urban campus provides easy access to a range of educational, cultural, and recreational activities. We offer excellent healthcare and tuition benefits for you and your family, as well as generous retirement benefits, professional development opportunities and flexible work options. Penn is a diverse, multicultural learning community at the cutting edge of research and information technology. Click here to read more about why we're a Best Employer. Not only does Penn offer a unique environment within the city of Philadelphia to work, we also provide a wide array of employee benefits. From a competitive retirement program and comprehensive health care options to health promotion and wellness services and tuition assistance, there's a wealth of opportunities and resources available to you at Penn.

Penn is frequently cited as an outstanding employer:

  • Recipient of the 2010 Terri Lynne Lokoff Child Care Foundation Corporate Leadership Award for commitment to supporting worklife balance programs.
  • Selected as a recipient of the 2010 Healthy Workplace Award by the Philadelphia Business Journal and presenting sponsor UnitedHealthcare
  • Recognized as a 2010 Top Workplace by The Philadelphia Inquirer/Daily News.
  • Recipient of the 2009 Vision Award for commitment to workforce diversity and economic inclusion.
  • Selected for Computerworld's 100 Best Places to Work in IT six years in a row!
  • Recognized by the Delaware Valley Association for the Education of Young Children as a 2006 Best Employer for Working Parents
  • Named a Best Place to Work in the November 2007 issue of Philadelphia Magazine.
  • Designated a Best Workplace for Commuters by the National Center for Transit Research
COMPANY SIZE
100 to 499 employees
INDUSTRY
Advertising and PR Services
FOUNDED
1990
WEBSITE
http://www.cmimedia.com/