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.
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.
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
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
Carnegie Mellon University is an Equal Opportunity Employer/Disability/Veteran.
Job Function: Information Technology
Primary Location: United States-Pennsylvania-Pittsburgh
Time Type: Full Time
Minimum Education Level: Associate's Degree
Internal Number: 2015372
About Carnegie Mellon University
Carnegie Mellon (www.cmu.edu) is a private, internationally ranked research university with programs in areas ranging from science, technology and business, to public policy, the humanities and the arts. More than 12,000 students in the university’s seven schools and colleges benefit from a small student-to-faculty ratio and an education characterized by its focus on creating and implementing solutions for real problems, interdisciplinary collaboration and innovation. A global university, Carnegie Mellon’s main campus in the United States is in Pittsburgh, Pa. It has campuses in California’s Silicon Valley and Qatar, and programs in Africa, Asia, Australia, Europe and Mexico.