IT Support Associate

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., 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 6 month fixed term with the potential for full-time hire., * 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., 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

• 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., * 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

Please visit “ Why Carnegie Mellon “ to learn more about becoming part of an institution inspiring innovations that change the world., 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.

Carnegie Mellon was founded in 1900 by Andrew Carnegie under the premise that a school established to foster and develop the technical skills of its students would soon produce students and graduates whose work would astound Pittsburgh and the world. Over 120 years later, our institution continues to produce talented alumni and draws faculty and staff eager to be a part of the university’s creative, passionate and close-knit community. We place emphasis on practical problem solving, interdisciplinary learning, an entrepreneurial spirit, and collaboration.

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.

Pittsburgh is home to over 86,000 students from 10 colleges and universities. Pittsburgh was ranked as one of the top U.S. cities for millennials.

Some 177,000 people work in Pittsburgh’s tech-related industries, and their ranks continue to grow as the city tops lists for jobs. Networking opportunities, small business accelerators, and an innovative community make the city appealing to entrepreneurs, especially recent graduates.

Pittsburgh is emerging as a tech and culture hub that The Washington Post praises for its “world-class art museums and colorful neighborhoods.”

Robotics and software engineering lead the way. The city is home to Google, Uber and Apple offices and a budding ecosystem of tech startups including Duolingo, Modcloth and 4Moms, all of which have CMU roots.

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.

You’ll find CMU locations nationwide - and worldwide. Silicon Valley. Qatar. Africa. Washington, D.C. To name a few., Carnegie Mellon University isn’t just one of the world’s most renowned educational institutions - it’s also a hotspot for some of the most talented doers, dreamers and difference-makers on the planet. When you join our staff, you’ll become an important part of our mission to create a healthier, safer and more just life for all. No matter what your role or location, you’ll connect and collaborate with dedicated, passionate colleagues - and you’ll have the satisfaction of delivering work that truly matters.

Carnegie Mellon University offers a wide range of competitive employee benefits to help you live well. Benefit eligibility varies based on the hours per week employees are scheduled to work and the employee’s geographic location

We seek to cultivate diverse populations and perspectives and promote equity and inclusion. Our devotion to these ideals springs from a core belief in the power of education to be a transformative and enriching force for every person, irrespective of their background, identity or life circumstances.

Inclusion and belonging are intricately interwoven into the very essence of our university, helping to shape our values, policies and practices. Diversity, equity, inclusion and belonging are not only central to our ethos but also indispensable to our pursuit of academic excellence and innovation.