IT Support Associate

Carnegie Mellon University; Virginia (MN); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Health insurance

Tuition benefits

Paid time off

Bus pass

Job summary

Carnegie Mellon University’s SEI seeks a talented tier-one technical support specialist to join our IT team in Arlington, VA. You will deliver advanced user support across Windows, Mac, and Linux platforms and help resolve a wide range of technical issues.

This role emphasizes strong customer service, problem solving, and ability to work remotely after hours. A background check and Department of War clearance are required, with travel to CMU and sponsor locations as needed.

Qualifications

• Associates degree in a technical field or equivalent 0–3 years of Help Desk experience.
• Willingness to travel to various locations to support the SEI’s overall mission.
• Background check and a Department of War security clearance.

Responsibilities

• Diagnose, troubleshoot and provide solutions for user problems across Windows, Linux, and Mac.
• Install, configure and troubleshoot system and application software including email clients and office apps.
• Provide support for networking, mobile devices, conferencing, printing, account management, and related hardware/software.

Skills

Customer service

Troubleshooting

Windows

MacOS

Linux

Communication

Education

Associates degree in technical field

Bachelor’s degree in Computer Science or related field

Tools

Service Desk Software

Remote support tools

Job description

What We Do:

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.

Requirements:

• 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.

Duties:

• 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.

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 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

Desired Experience:

• 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

Job Function Breakdown:

• 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:

Joining the CMU team opens the door to an array of exceptional benefits. Benefits eligible employees enjoy a wide array of benefits including comprehensive medical, prescription, dental, and vision insurance as well as a generous retirement savings program with employer contributions. Unlock your potential with tuition benefits, take well-deserved breaks with ample paid time off and observed holidays, and rest easy with life and accidental death and disability insurance. Additional perks include a free Pittsburgh Regional Transit bus pass, access to our Family Concierge Team to help navigate childcare needs, fitness center access, and much more! For a comprehensive overview of the benefits available, explore our Benefits page. 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.

Location:

Arlington, VA

Job Function:

Systems Administration and Support

Position Type:

Staff – Regular Full Time/Part time Full time

Pay Basis:

Hourly

Equal Opportunity Statement:

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

Statement of Assurance:

Statement of Assurance 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 through your candidate profile.

Technical Assistance:

For technical assistance, email HR Services or call 412-268-4600.

Accessibility Information:

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 [e-mail] or by phone at 412-268-5072.