IT Support Specialist

Position Summary: IT Support Specialist at Penn State University

The IT Support Specialist provides technical expertise, end-user support, administration, and continuous improvement of Microsoft 365 services across the organization. This role ensures reliable operations of core productivity tools—including Exchange Online, Teams, SharePoint, OneDrive, Intune, and Azure Active Directory—while delivering excellent customer service and empowering users through training and documentation.

Key Responsibilities

• End-User Support & Troubleshooting
  • Provide Tier 2/3 support for issues related to Office 365 applications (Teams, Teams Phone, Outlook, OneDrive, SharePoint, etc.).
  • Respond to phone calls, chat support and service desk tickets to ensure each customer always received outstanding service while addressing and resolving questions.
  • Diagnose and resolve email, authentication, device sync, and collaboration tool problems.
  • Assist with Teams meetings, calling features, and device connectivity issues.
  • Develop technical documentation and instructions for end users.
  • Support mobile and desktop clients, including Windows, macOS, Android, and iOS.
• Administration & Configuration
  • Manage users, groups, licensing, and roles within Microsoft 365 Admin Center and Azure AD.
  • Manage Teams telephony.
  • Maintain SharePoint Online site permissions and OneDrive governance.
• Service Health & Monitoring
  • Monitor Microsoft 365 service health and communicate incidents or outages to stakeholders.
  • Perform proactive checks to ensure system performance, capacity, and security.
  • Collaborate with IT teams to escalate or resolve system-wide issues.

Qualifications

Applicants should possess the following:

• Experience providing Tier 2/3 technical support in an enterprise environment, preferably within higher education.
• Working knowledge of Microsoft 365 Admin Center and Azure Active Directory (user, group, role, and license management).
• Proficiency with SharePoint Online permissions, site administration, and OneDrive governance best practices.
• Experience supporting Teams meetings, telephony, calling features, and related devices.
• Proficiency supporting Windows and macOS desktops, as well as iOS and Android mobile devices.
• Experience creating and maintaining clear technical documentation and end-user instructions.

Minimum Education, Work Experience & Required Certifications

A General Equivalency Diploma (GED) or High School (HS) diploma with 2+ years of relevant experience, or an equivalent combination of education and experience, is required. No specific certifications are mandated for this role.

Key skills/competency

• Microsoft 365 Administration
• End-User Support
• Troubleshooting
• Azure Active Directory
• SharePoint Online
• Microsoft Teams
• OneDrive Governance
• Technical Documentation
• Windows/macOS Support
• Mobile Device Management