Edtech.com's Summary

Software Engineering Institute | Carnegie Mellon University is hiring an IT Support Associate to provide first-line technical help to the institute’s staff and to the government, business, and education partners they work with. The associate troubleshoots Windows, Mac, and Linux systems, solving problems directly and showing users how to use their technology more efficiently. Day-to-day work centers on help desk support, with software installation, product evaluation, and continuing technical study filling out the rest of the week.

Highlights

Resolve user technical problems, which accounts for about 60 percent of the job, and advise users on getting the most from their applications.
Install, configure, and troubleshoot system and application software such as email clients and office applications, and help evaluate products and recommend software purchases.
Cover Windows, Linux, and Mac computers, mobile phones, tablets, printing, networking, account management, and audio and video teleconferencing.
Teach users one-on-one or in a classroom how system, network, and software features work, and help develop user documentation.
Record every incident and request in the online Service Desk tracking system, and decide whether to fix an issue directly or escalate it to the right resource.
Research new technology to judge its fit for the SEI computing environment, and pursue hardware, network, and security certifications.
Provide remote after-hours coverage and extra help desk coverage when needed.
Travel occasionally to sponsor sites, conferences, and offsite meetings in support of the SEI mission.
Bring an associate degree in a technical field or equivalent and 0 to 3 years of help desk and end-user support experience; a bachelor’s degree and CompTIA A+, Network+, or Security+ certifications are preferred.
Pass a background check and obtain and maintain a Department of Defense security clearance.

IT Support Associate Full 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 Defense 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 escalate 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%

Location

Pittsburgh, PA

Job Function

Systems Administration and Support

Position Type

Staff – Regular

Full Time/Part time

Full time

Pay Basis

Hourly

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

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Edtech.com's Summary

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