IT Support Associate
Carnegie Mellon University
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Benefits offered by this job
Job summary
Carnegie Mellon University in Arlington, VA is seeking a proactive IT Help Desk professional to join our SEI IT team. You will provide advanced support across Windows, Linux, and Mac environments, troubleshoot diverse user issues, and ensure high-quality customer service.
The role requires an associates degree in a technical field or equivalent, 0–3 years of related experience, and willingness to travel to support the SEI mission. A background check and security clearance are required.
Qualifications
- Associates degree in a technical field or equivalent.
- 0-3 years of related experience with Help Desk and end user support.
- Willingness to travel to various locations to support the SEI’s overall mission.
- You will be subject to a background check and will need to obtain and maintain a Department of War security clearance.
Responsibilities
- Diagnosing, troubleshooting and providing solutions for technical user problems.
- Install, configure and troubleshoot system and application software including email clients, office applications, and approved customer related requests.
- Areas of support include, but are not limited to Windows, Linux, Macs, mobile phones, tablets, audio and video teleconferencing, account management, printing and networking and a wide variety of technical issues that deal with the hardware and software.
Skills
Education
Tools
Job description
Arlington, VA
Full time
2025078
The SEI helps advance software engineering principles and practices and serves as a national resource in software engineering, computer security, and process improvement. The SEI works closely with defense and government organizations, industry, and academia to continually improve software-intensive systems. Our core purpose is to help organizations improve software engineering capabilities and develop or acquire the right software, defect free, within budget and on time, every time.
Are you a talented tier-one technical support person with the desire to work for an organization that is changing the world? Are you a highly motivated and customer-centric troubleshooter looking for your next opportunity? We are looking for you to join our dynamic IT team at the SEI! In this role, you will be responsible for providing advanced support and services including Windows, Mac and Linux operating systems. Desirable candidates will be able to demonstrate excellent customer service skills as well as possess the ability to troubleshoot a wide variety of technical issues.
- Associates degree in a technical field or equivalent
- 0-3 years of related experience with Help Desk and end user support.
- Willingness to travel to various locations to support the SEI’s overall mission. This includes within the SEI and CMU community, sponsor sites, conferences, and offsite meetings on occasion.
- You will be subject to a background check and will need to obtain and maintain a Department of War security clearance.
- Diagnosing, troubleshooting and providing solutions for technical user problems.
- Install, configure and troubleshoot system and application software including email clients, office applications, and approved customer related requests.
- Areas of support include, but are not limited to Windows, Linux, Macs, mobile phones, tablets, audio and video teleconferencing, account management, printing and networking and a wide variety of technical issues that deal with the hardware and software.
- Working knowledge of computer operating systems and common tools including networking, email clients, and web browsers
- Excellent troubleshooting, problem solving, interpersonal, and reasoning skills
- Excellent oral and written communication skills
- Ability to work remotely on After Hours coverage
- Ability to organize work in order to meet deadlines and user demands
- Ability to understand and follow directions
- Ability to interact well with customers with varying needs from government, business, and education spectrums
- Ability to assess support issues and either resolve or elevate to the appropriate resource for resolution
- Ability to communicate with users, including insuring that the user understands what the incumbent has communicated
- Being able to use our online tracking Service Desk System to track and document incidents and requests is required
- Bachelor's degree in Computer Science, Information Systems or related field or equivalent combination of training and experience
- Certifications from CompTIA A+, CompTIA Networking+, CompTIA Security+ Ability to create, develop and maintain documentation and training materials
- Ability to assist users by consulting on how to apply new technology to perform their job more efficiently
- Ability to handle new user training as needed
- Ability to answer help desk phone as needed
- Ability to work with other members of SEI Information Technology staff to resolve user problems and provide consistent and reliable help desk services
60%: Directly responds to and resolves user problems. Consults with users on best use of applications and how to’s
10%: Trains users in system, network or software capabilities and functions. Training can be one-on-one or in a classroom setting. Assists in developing user documentation
10%: Installs software. Assists in product evaluations and makes recommendations for software purchases
10%: Updates skills as needed. Researches new technology to evaluate its use in the SEI computing environment or IT’s. Work on obtaining hardware, network and security certifications
10%: Other duties as assigned, including meetings, providing additional help desk coverage as needed
TOTAL=100%
Benefits eligible (https://www.cmu.edu/hr/benefits/eligibility/index.html) employees enjoy a wide array of benefits including comprehensive medical, prescription, dental, and vision insurance (https://www.cmu.edu/hr/benefits/health-welfare/index.html) as well as a generous retirement savings program (https://www.cmu.edu/hr/benefits/retirement-savings/index.html) with employer contributions. Unlock your potential with tuition benefits (https://www.cmu.edu/hr/benefits/tuition/index.html) , take well-deserved breaks with ample paid time off (https://www.cmu.edu/hr/benefits/time-away/pto.html) and observed holidays (https://www.cmu.edu/hr/benefits/time-away/holidays.html) , and rest easy with life and accidental death and disability insurance.
, and much more!
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At Carnegie Mellon, we value the whole package when extending offers of employment. Beyond credentials, we evaluate the role and responsibilities, your valuable work experience, and the knowledge gained through education and training. We appreciate your unique skills and the perspective you bring. Your journey with us is about more than just a job; it’s about finding the perfect fit for your professional growth and personal aspirations.
Arlington, VA
Systems Administration and Support
Staff – Regular
Full time
Hourly
- Please visit “Why Carnegie Mellon (http://www.cmu.edu/jobs/why-cmu/index.html) ” to learn more about becoming part of an institution inspiring innovations that change the world.
- Carnegie Mellon University is an Equal Opportunity Employer/Disability/Veteran .
- Statement of Assurance (https://www.cmu.edu/policies/administrative-and-governance/statement-of-assurance.html)
Interested in a career with Carnegie Mellon University but not finding anything that currently aligns with your interests, background, or experience? Learn how to sign up for Job Alerts (https://www.cmu.edu/jobs/external-applicants.html#job-alerts) through your candidate profile.
If your heart is in your work, come work with us. Carnegie Mellon University isn’t just one of the world’s most renowned educational institutions – it’s also a hotspot for some of the most talented doers, dreamers, and difference-makers on the planet. When you join our staff, you’ll become an important part of our mission to create a healthier, safer, and more just life for all. No matter what your role or location, you’ll connect and collaborate with dedicated, passionate colleagues – and you’ll have the satisfaction of delivering work that truly matters.
We cultivate a vibrant, welcoming environment where everyone is valued and encouraged to contribute and achieve. In addition to competitive benefits and a robust support network, you’ll have access to many tools and resources to sharpen your abilities and professional skills, as well as opportunities to engage and share perspectives with a dynamic and inspiring community of uniquely talented staff, faculty, students, and alumni.
Learn more about Student Employment (https://www.cmu.edu/sfs/student-employment/index.html) .
Please see Faculty Careers. (https://www.cmu.edu/faculty-office/faculty-recruitment/faculty-careers.html)
For technical assistance, email HR Services (hr-help@andrew.cmu.edu) or call 412-268-4600.
We are committed to providing an accessible experience throughout our recruitment process. If you need assistance or a reasonable accommodation at any stage of the application, interview, or hiring process, please contact Equal Opportunity Services by email at employeeaccess@andrew.cmu.edu or by phone at 412-268-5072.
Prospective Employee Disclosures (https://www.cmu.edu/jobs/disclosures/index.html)
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