User Support Specialist

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• CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process . Please do not apply here, apply internally through Workday.

• CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process . Please do not apply here, apply internally through Workday.

• If you are NOT a current employee or student, please click “Apply” and complete the application process for external applicants .

JOB DESCRIPTION AND POSITION REQUIREMENTS:

The Pennsylvania State University is seeking a User Support Specialist to work on a federal grant project that manages the delivery of nutrition education in Pennsylvania.  The User Support Specialist for PA SNAP-Ed will enhance user success by providing high-quality support services to users of the STARtracks reporting system and PA SNAP-Ed Partner Portal (SharePoint site).    

The successful candidate will be responsible for the following: 

 

Providing primary technical support to users of the STARtracks reporting system and PA SNAP-Ed Partner Portal, including:  

• Responding to user support inquiries in a manner consistent with PA SNAP-Ed support standards 

• Analyzing and researching complex issues and escalating as needed 

• Communicating technical information to non-technical users 

• Assisting STARtracks users with questions related to entering/editing data, compiling reports and/or performing administrative tasks 

• Assisting Partner Portal users with questions related to creating and updating user accounts, uploading/editing documents, and locating forms, policies, and other resources 

• Tracking support incidents and preparing quarterly reports summarizing user support activity

• Maintaining help desk software and listserv applications 

• Notifying users when new releases are deployed or system outages occur

 

Performing standard operating procedures for maintaining STARtracks and Partner Portal, including: 

• Locking/unlocking database entries, documents, and workspaces to support quarterly monitoring and plan development efforts 

• Creating and maintaining lists, libraries, workspaces, and other standard elements in Partner Portal 

• Managing Partner Portal users and permissions and preparing user summary reports as needed

Developing user training and documentation materials to help ensure proper usage of STARtracks and the Partner Portal, including: 

• Developing and maintaining style guides to ensure consistency across training resources 

• Preparing scripts and slides 

• Recording, editing, and producing training videos 

• Providing support to other internal units in developing training resources

• Preparing and posting articles in knowledge base 

• Reviewing/approving some elements of customized documentation forms and workbooks

 In addition:

• Participating in software testing efforts, including documenting bugs, submitting bug reports, and preparing data sets and test cases 

• Compiling reports in STARtracks and Exago to support management, planning, and oversight efforts 

• Analyzing data from reports and extracts to validate new and updated reports

• Assisting developer with tasks related to maintaining application servers, including: coordinating with Penn State Information Systems and Services (ISS) re: system upgrades, issues, and practices; interacting with vendors re: purchasing and downloading software and renewing domains and SSL certificates; and monitoring trouble tickets and alerts from host. 

 

The Pennsylvania State University is committed to and accountable for advancing diversity, equity, and inclusion in all of its forms. We embrace individual uniqueness, foster a culture of inclusive excellence that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity, and engage all individuals to help them thrive. We value inclusive excellence as a core strength and an essential element of our public service mission.

  

Education and Experience:

This position requires an Associate Degree and 2+ years of related experience, or an equivalent combination of education and experience. A Bachelor’s Degree, preferably in Information Technology (or a related field), and experience in customer, client, or user support, is preferred.  The ideal candidate will possess excellent oral and written communication skills, including the ability to understand and explain complex concepts to users with a limited background in technology. Strong organizational and analytical skills, including experience using advanced features of Excel, are strongly recommended. 

  

Additional Information:

This is a limited-term appointment funded for one year from the date of hire with the possibility of re-funding.

This position will require successful completion of standard background checks.  

CAMPUS SECURITY CRIME STATISTICS:

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here .

Employment with the University will require successful completion of background check(s) in accordance with University policies. 

EEO IS THE LAW

Penn State is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applications without regards to race, color, religion, age, sex, sexual orientation, gender identify, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.

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