IT Support Specialist

JOB TITLE: IT Support Specialist

DEPARTMENT:  Support Services

REPORTS TO:  Director of Support Services


Intake and processing of technical issues submitted to the Help Desk. Resolution of tier one issues relating to OTIS supported hardware and software.

Essential Duties & Responsibilities:

  • Receives and records reported computer hardware and software, network, phone, and printing issues.
  • Troubleshoots and resolves tier one issues; follows up on all issues.
  • Tracks, replaces, and stocks toner for Xerox fleet.
  • Coordinates Xerox technical support.
  • Contributes to self-help and process documentation.
  • Organizes and oversees annual student laptop onboarding.
  • Assists with annual hardware deploys and software upgrades.
  • Educates clients on best use and practices.
  • Looks for, recognizes, and reports trends.

The above statements are intended to describe the general nature and level of work performed by the incumbent; they do not purport to describe all functions.  Incumbent may be assigned other duties, and the essential functions may change from time to time as necessary.


  • Minimum: Associates Degree from two-year College or technical school. Specialization in IT/Customer Service/Digital Art; Bachelor’s Degree preferred


  • Minimum 2-years customer service experience including answering phones, preferably help desk specifically
  • Experience troubleshooting technology
  • Experience troubleshooting software especially MS Office and Adobe applications

Competencies, Knowledge, Skills & Abilities:

  • Customer orientation – this is a customer service position. Understanding and striving to meet the customer’s needs are paramount.
  • Analytical thinking – troubleshooting and problem-solving make up a large component of this job.
  • Technical expertise – this is a technical position. Technical proficiency is absolutely required.
  • Diagnostic information gathering – ability to listen, translate, record, and effectively communicate is essential.

Supervisory Responsibility:

  • Work Study Students


About The University:

University of the Arts’ mission is simple: to advance human creativity. Established in 1876, UArts believes creativity is the most essential skill for success in today’s society and has educated generations of groundbreaking artists, performers, designers and creative leaders for more than 141 years.  After being granted university status in 1987, University of the Arts became the largest institution of its kind in the nation, offering programs in design, fine arts, media arts, crafts, music, dance, theater and writing. It now features 30 undergraduate arts majors, 15 graduate programs and the nation’s first PhD program in Creativity. UArts is also home to innovative centers across disciplines, including the Center for Immersive Media, Lightbox Film Center, Philadelphia Art Alliance and Rosenwald-Wolf Gallery. Learn more about UArts.


TO APPLY: Interested, qualified applicants should submit letters of application and resumes to the Human Resources Department via email to Please ensure job title is in the Subject line.

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