Job Description
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. *Equal Employment 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, nationa