IT Support Associate

Software Engineering Institute | Carnegie Mellon University; Pittsburgh (Allegheny County); On-site; USD 24,796 - 34,440; Full time

Job summary

The Software Engineering Institute at Carnegie Mellon University is looking for a talented tier-one technical support person in Pittsburgh. You will provide advanced support across Windows, Mac, and Linux systems, focusing on excellent customer service and troubleshooting.

This full-time position is fixed-term with opportunities for full-time hire. Ideal candidates should have an associate’s degree and up to three years of help desk experience.

Qualifications

• 0-3 years of related experience with help desk and end-user support.
• Willingness to travel and background check required.
• Certifications like CompTIA A+, CompTIA Network+ are advantageous.

Responsibilities

• Diagnosing and resolving technical user problems.
• Installing and configuring system software.
• Providing support for a variety of hardware and software issues.

Skills

Technical troubleshooting

Excellent customer service

Operating system knowledge (Windows, Mac, Linux)

Communication skills

Education

Associate’s degree in a technical field

Bachelor’s degree in Computer Science or related field

Job description

About Us

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.

Position Summary

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.

This position will be a 6‑month fixed term with the potential for full‑time hire.

Requirements

• Associate’s 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, including within the SEI and CMU community, sponsor sites, conferences, and off‑site meetings on occasion.
• Background check and the need to obtain and maintain a Department of War security clearance.

Duties

• Diagnosing, troubleshooting, and providing solutions for technical user problems.
• Installing, configuring, and troubleshooting system and application software including email clients, office applications, and approved customer‑related requests.
• Providing support for Windows, Linux, macOS, mobile phones, tablets, audio and video teleconferencing, account management, printing, networking, and a wide variety of hardware and software issues.

Knowledge, Skills and Abilities

• 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 during after‑hours coverage.
• Ability to organize work to meet deadlines and user demands.
• Ability to understand and follow directions.
• Ability to interact well with customers 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, ensuring they understand the incumbent’s communication.
• Proficiency with our online tracking Service Desk System to document incidents and requests.

Desired Experience

• Bachelor’s degree in Computer Science, Information Systems, or related field or equivalent combination of training and experience.
• Certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+.
• Ability to create, develop, and maintain documentation and training materials.
• Ability to consult users on how to apply new technology to perform their job more efficiently.
• Ability to conduct new user training as needed.
• Ability to answer help desk phone calls as needed.
• Ability to collaborate with other SEI Information Technology staff to resolve user problems and provide consistent and reliable help desk services.

Job Function Breakdown

• 60%: Directly respond to and resolve user problems; consult with users on best use of applications.
• 10%: Train users in system, network, or software capabilities and functions.
• 10%: Install software; assist in product evaluations and recommend software purchases.
• 10%: Update skills as needed; research new technology and pursue hardware, network, and security certifications.
• 10%: Perform other duties as assigned, including meetings and additional help desk coverage.

Location

Pittsburgh, PA

Job Function

Systems Administration and Support

Position Type

Staff – Fixed Term

Full time/Part time

Full time

Pay Basis

Hourly

Equal Opportunity Employer

Carnegie Mellon University is an Equal Opportunity Employer/Disability/Veteran.