User Services Associate
- Employer
- Carnegie Mellon University
- Location
- Pennsylvania, United States
- Salary
- Salary Not Specified
- Date posted
- Mar 23, 2023
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Job Details
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 our office located in Pittsburgh, PA supporting the local IT operations! 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 occasional travel to SEI sites,
local Operating Locations (OLs), sponsor sites, conferences, and
offsite meetings on occasion.
- You will be subject to a background investigation.
- 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 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.
- 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
Pittsburgh, PA
Job Function
Systems Administration and Support
Position Type
Staff – Regular
Full Time/Part time
Full time
Pay Basis
Hourly
More Information:
- Please visit “ Why Carnegie Mellon ” to learn more about
becoming part of an institution inspiring innovations that change
the world.
- Click here to view a listing of employee benefits
- Carnegie Mellon University is an Equal Opportunity
Employer/Disability/Veteran .
- Statement of Assurance
Company
Carnegie Mellon University challenges the curious and passionate to imagine and deliver work that matters.
A private, global research university, Carnegie Mellon stands among the world's most renowned educational institutions, and sets its own course. Start the journey here.
Over the past 10 years, more than 400 startups linked to CMU have raised more than $7 billion in follow-on funding. Those investment numbers are especially high because of the sheer size of Pittsburgh’s growing autonomous vehicles cluster – including Uber, Aurora, Waymo and Motional – all of which are here because of their strong ties to CMU.
With cutting-edge brain science, path-breaking performances, innovative startups, driverless cars, big data, big ambitions, Nobel and Turing prizes, hands-on learning, and a whole lot of robots, CMU doesn't imagine the future, we create it.
Many seek Pittsburgh for being a hot spot for entrepreneurship and a model for future cities. Others come for the city's burgeoning food scene.
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