Educational Technology Support Technician

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.
The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.
Posted Job Title
Educational Technology Support Technician
Job Profile Title
Systems Technician/Operations Assistant I
Job Description Summary
Reporting to the IT Support Manager and working within the Penn Libraries' Client Services unit, the Educational Technology Support Technician provides first-tier technical support for both the Libraries' computing environment and audiovisual technology systems. This position is responsible for supporting computer hardware, software, networking, and a diverse portfolio of technology-enhanced learning spaces across Penn Libraries, including classrooms, computer labs, group study rooms, and event spaces.
The Educational Technology Support Technician installs, configures, maintains, and troubleshoots Windows and macOS desktop and laptop computers, iOS and Android mobile devices, printers, scanners, cameras, and other computing peripherals, while also supporting audiovisual systems including presentation, recording, streaming, conferencing, and collaboration technologies. Working under the direction of technical supervisors, the technician diagnoses and resolves hardware, software, connectivity, and operational issues, ensuring timely restoration of services and a high-quality user experience.
This position consults with faculty, staff, students, and event organizers to understand technology requirements, prepares spaces and equipment for instructional and event use, and provides on-site technical support during classes, meetings, and special events as needed. The technician assists in the deployment, maintenance, and lifecycle management of computing and AV equipment, maintains inventories of technology assets, and participates in evaluating and implementing new technologies and technology-enhanced spaces.
Penn Libraries operates across twelve facilities in a distributed environment. This position regularly travels between library locations, occasionally moves computing and audiovisual equipment, and may require evening and weekend work to support scheduled events, instructional activities, and project implementations.
Job Description
Job Responsibilities
Set up, configure, and maintain computing devices and peripherals. Install, configure, and customize operating systems and software.
Diagnose, troubleshoot, and resolve hardware, software and connectivity problems. Answer end user questions.
Assist faculty, students, staff and other clients in the use of audio-visual devices to deliver presentations, participate in on-line meetings, and engage in academic work. Support the best use of hardware and software for the Libraries educational technology environment.
Perform periodic and proactive maintenance and quality control checks on AV systems and related hardware and equipment. Keep all assigned areas neat and well ordered.
Prepare and provide written documentation and instructional materials for staff and customers.
Other duties and responsibilities as assigned.
Qualifications
Bachelor’s degree and at least 1 years experience supporting a variety of computing systems and software or an equivalent combination of education and experience.
Experience providing technical support for Windows, Macintosh, mobile operating systems, software and networking, preferably in an academic computing environment.
Extensive knowledge in troubleshooting audio visual equipment is required including use and maintenance of projection and large format displays, cameras, mics and speakers.
Understanding analog and digital signal routing and cabling for audio and video signals is required.
Experience using digital and cloud-based recording and conferencing tools.
Ability to thrive in a customer-driven, technically-focused environment, and adapt well to a changing and variable work experience.
Excellent interpersonal, oral and written communication skills, independent problem-solving and decision-making, self-direction, and ability to handle complex workload.
Should have the ability to present technical materials clearly to non-technical individuals.
Ability to work with a wide variety of customers and colleagues, delivering exemplary technical support with the ability to exercise excellent judgment, confidentiality, and diplomacy in all interactions.
Experience with Penn’s supported desktop and network applications and Windows 11 desirable.
Ability to lift and carry at least 25-50 pounds, and to transport equipment on carts or dollies across campus.
Must have demonstrated organizational skills; ability to prioritize and meet deadlines.
Ability to work independently and as part of a team.
Ability to occasionally work extended hours and weekends may be required.
Application Requirement
A Cover Letter and Resume/CV are required to be considered for this position. Please upload your Cover Letter where it asks you to upload your Resume/CV; multiple documents are allowed.
About the Penn Libraries
The Penn Libraries provides a network of information resources and knowledge services that are vital to teaching, research, and learning at the University of Pennsylvania. This network includes 19 physical libraries, recognized for their collections, and a digital library known for innovation and richness of content. Through dynamic programming and exhibitions, and through the acquisition and preservation of literary and artistic artifacts, the Penn Libraries documents a wealth of social and historical periods, bringing scholarship to life at the University and in the various communities it serves.
**Please note that this position is a bargaining unit position represented by a labor union. Job related responsibilities, duties, qualifications, and compensation associated with this position are determined by a collective bargaining agreement.