Search for IT Support Specialist roles fully remote within the United States, focusing on positions that require excellent customer service skills and basic problem-solving skills. I'm looking for entry-level positions and would prefer companies that offer comprehensive medical and dental insurance.

Okay, I've searched for IT Support Specialist roles that are fully remote in the United States and require excellent customer service and basic problem-solving skills. I've found 57 suitable positions that meet your criteria, which also include options for comprehensive medical and dental insurance.

IT Support Specialist

Fully Remote

customer service

problem-solving

Entry Level

Can you help me to analyze the job description and company culture?

Sure. Here's the analysis:

Job Analysis:

The IT Support Specialist role at Penn State is fundamentally focused on providing exceptional tier-one customer support to a diverse community of students, faculty, and staff. This requires not only technical proficiency but also a strong commitment to customer service and effective communication skills, as interactions occur via phone, chat, and email. The primary responsibilities include responding promptly to inquiries, resolving issues efficiently, maintaining accurate tracking of incidents, and contributing to documentation. This indicates a need for problem-solving abilities and attention to detail, as the specialist will serve as the first point of contact and play a critical role in maintaining user satisfaction. Success in this role will mean consistently ensuring that customers feel supported, which is vital for the operational integrity of Penn State’s IT infrastructure. Candidates may face challenges such as handling a high volume of support requests, navigating varying technical issues, and maintaining strong communication in a remote setup. Additionally, making timely decisions when triaging issues and effectively collaborating with other IT team members will be essential for thriving in this position.

Company Analysis:

Penn State University occupies a prestigious position in the higher education landscape, recognized for its commitment to both academic excellence and community impact. This creates a unique context for the IT Support Specialist role, as the person in this position will be supporting a robust and diverse user base. The company's culture likely emphasizes collaboration and proactive communication, especially given the remote work nature of the job. Values such as innovation, inclusion, and service to the community resonate throughout Penn State's mission, suggesting that employees are expected to embody these traits in their roles. The IT Support Specialist will likely interact closely with various departments, thus providing them with significant visibility within the organization. This role aligns with Penn State's strategic goals of enhancing user experience and operational efficiency in their IT services, making it a critical support function. The position is not just about providing solutions; it's about fostering a supportive environment that enables students and staff to thrive. Overall, the role is pivotal in maintaining the university's high standards of service and academic success.

Mock up some interview questions based on the job description.

Absolutely. Here are some mock interview questions that could come up:

Describe a time when you provided excellent customer service. What was the situation and what was the outcome?
Can you give an example of when you had to solve a technical problem quickly? What approach did you take?
Have you ever dealt with a difficult customer? How did you handle it, and what did you learn from the experience?
Tell me about a time when you had to explain a complex technical issue to someone without a technical background. How did you ensure they understood?
How would you handle a situation where a user's request is outside your knowledge base?
What steps would you take to troubleshoot a common software issue that users might experience?
How would you prioritize multiple support requests that come in at the same time?
What strategies would you employ to maintain clear communication with your team while working remotely?
Why do you want to work at Penn State, and how do you see yourself contributing to our mission?
How do your personal values align with those of Penn State, especially regarding community and inclusion?
Imagine you receive a call from a frustrated user who can't access their online classes. How would you approach the situation?
If a regular problem keeps arising despite your attempts to solve it, what actions would you take?
What tools do you have experience with for tracking incidents and documenting solutions in a service desk environment?
What do you think is the most critical quality for someone in an IT support role, and why?

Job Details

Overview Company

IT Support Specialist

$42.1k/y-$61k/y

Penn State University

2 days ago

Highlight

RemoteFull-timeEntry

Summary

Penn State University is seeking an IT Support Specialist to join their team remotely. The role involves providing tier-one customer support to students, faculty, and staff.

About the Role

As an IT Support Specialist, you will respond to phone calls, chat support, and email tickets to ensure outstanding service. You will address and resolve questions, complete appropriate tracking, and contribute to documentation and FAQs. Participation in projects and tasks as assigned is also expected.

About You

Required:

Demonstration of exceptional customer service skills.
Basic problem-solving skills.
Strong verbal and written communication skills.
Attention to detail.
General Equivalency Diploma (GED) or High School (HS) diploma.

Preferred:

Previous relevant work experience accepted in lieu of education.

Benefits

Competitive benefits package including medical, dental, and vision coverage.
Robust retirement plans.
Substantial paid time off including holidays, vacation, and sick time.
Generous 75% tuition discount available to employees and eligible spouses and children.

Penn State University

There’s a reason Penn State consistently ranks among the top one percent of the world’s universities. Across 24 campuses, our nearly 88,000 students and 17,000 faculty and staff know the real measure of success goes beyond the classroom—it’s the positive impact made on communities across the world.

From access to state-of-the-art resources to interdisciplinary pursuits in collaborative atmospheres, a Penn State degree is more than an education. The experiences and knowledge gained here will form the foundation for the lives our students build. Their contributions to the world begin with a Penn State degree.

We Are Penn State.

University Park, PA