IT Support Associate

Carnegie Mellon University; Pittsburgh (Allegheny County); On-site; USD 40,000 - 55,000; Full time

Job summary

Carnegie Mellon University is seeking a tier-one technical support person to join their dynamic IT team in Pittsburgh. The ideal candidate will provide advanced support for Windows, Mac, and Linux operating systems while delivering excellent customer service.

This role involves diagnosing technical problems, installing software, and assisting users with technology. Candidates should have an associate's degree and relevant experience in help desk support, along with certifications like CompTIA A+ and CompTIA Network+.

Qualifications

• 0–3 years of related experience in help desk or end-user support.
• Willingness to travel to various locations for support.
• Ability to obtain and maintain a Department of War security clearance.

Responsibilities

• Diagnose, troubleshoot, and solve technical user problems.
• Support for Windows, Linux, Mac, mobile phones, and tablets.
• Use the online tracking Service Desk System to document incidents.

Skills

Excellent troubleshooting skills

Interpersonal skills

Communication skills

Knowledge of operating systems

Education

Associate's degree in a technical field

Bachelor's degree in Computer Science or related field

Tools

CompTIA A+

CompTIA Network+

CompTIA Security+

Job description

What We Do

The SEI advances software engineering principles and practices and serves as a national resource in software engineering, computer security, and process improvement. Working closely with defense and government organizations, industry, and academia, SEI continually improves software‑intensive systems, helping organizations develop or acquire defect‑free software on time and within budget.

Position Summary

We are looking for a tier‑one technical support person to join our dynamic IT team. The role requires advanced support for Windows, Mac, and Linux operating systems, with a strong focus on customer service and troubleshooting.

Requirements

• Associate’s degree in a technical field or equivalent.
• 0‑3 years of related experience in help desk or end‑user support.
• Willingness to travel to various locations, including the SEI, CMU community, sponsor sites, conferences, and occasional off‑site meetings.
• Subject to background check and required to obtain and maintain a Department of War security clearance.

Duties

• Diagnose, troubleshoot, and solve technical user problems.
• Install, configure, and troubleshoot system and application software, including email clients, office applications, and approved customer requests.
• Support Windows, Linux, Mac, mobile phones, tablets, audio and video teleconferencing, account management, printing, networking, and related hardware/software issues.

Knowledge, Skills and Abilities

• Working knowledge of operating systems and common tools (networking, email clients, web browsers).
• Excellent troubleshooting, problem‑solving, interpersonal, and reasoning skills.
• Excellent oral and written communication skills.
• Ability to work remotely with after‑hours coverage.
• Organize work to meet deadlines and user demands.
• Understand and follow directions; interact well with customers from government, business, and education sectors.
• Assess support issues and resolve or appropriately escalate.
• Use the 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 training and experience.
• CompTIA A+, CompTIA Network+, CompTIA Security+ certifications.
• Experience creating, developing, and maintaining documentation and training materials.
• Assist users by consulting on new technology and providing training.
• Answer help desk phone calls and collaborate with other SEI IT staff.

Job Function Breakdown

• 60% – Directly respond to and resolve user problems; consult on best use of applications.
• 10% – Train users in system, network, or software capabilities.
• 10% – Install software; evaluate and recommend purchases.
• 10% – Update skills; research new technology for SEI use.
• 10% – Other duties as assigned, including meetings and additional coverage.

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