Job Information
Carnegie Mellon University Help Center Consultant - Computing Services in PITTSBURGH, Pennsylvania
Reference #: 2021335 The Computing Services central IT department provides services that have a strategic impact on university goals. We make service decisions based on interaction and valuable input from colleagues engaged in the education, research, and administration efforts of the university. We are a learning organization and approach successes and mistakes as a learning experience to continually cultivate a culture of intelligent risk taking. We want to hire versatile team members who are inspired and passionate about their work. Join us and be part of a team committed to excellence, innovation, diversity, team and individual growth.
CMU's Computing Services department is searching for a Help Center Consultant. This is an excellent opportunity for someone who thrives in an interesting and challenging work environment. You will contribute to the department by being responsible for front line support of users of desktops, networks and IT resources. Working under general supervision. Resolving user issues and determining when additional support is needed. Providing assistance to less experienced team members. This category can include senior level help desk and computer lab staff; and experienced desktop support staff.
Your core responsibilities will include:
Both roles (Help Desk and Desktop Support) will be involved in the ongoing review and evaluation of emerging technologies as assigned; may be asked to complete project work.
Collaborates with tier 2 or 3 support teams to troubleshoot and resolve issues.
Documents all required information taken during the assessment and troubleshooting steps before they resolve or escalate to a tier 2 or 3 systems or service team.
Follow established knowledge articles, processes and procedure documentation and utilize all resources available to accurately assess, troubleshoot incidents for services supported by the IT Service Desk including managed hardware devices.
Follows up with users on existing requests or incidents to ensure that SLA's are met.
Have a general understanding of services offered by Computing Services and our external partners. Know how various university systems interact with our services.
If primary role is desktop support, provides technical support to users. Assists lower level staff in resolution of user issues. Consults with departments, staff and faculty regarding operating systems, software and system configuration needs. Provides recommendation for purchases of hardware and software. Drafts and processes purchase orders. Performs installation and configuration of new software and hardware.
If primary role is front-line help desk support, provides technical support to users. Assesses support issues and either resolves or escalates issue to higher level consultant, systems or network staff. Logs issues and provides follow-up support through resolution. Participate in the development and maintenance of IT support knowledge documentation. May conduct user training.
May coordinate, delegate, train and mentor less experienced staff and student employees.
May image, deploy and swap managed hardware devices in support of IT Service Desk tier 2 service offerings.
May provide additional IT Service Desk tier 2 support at manager's discretion.
Must be able to keep up with changes in technology and participate in ongoing it service desk training opportunities.
Must be able to work in a fast-paced environment with constant interruptions. Must be able to prioritize their work and manage their work schedule.
Participate in IT Service Desk or divisional projects.
Participate in the development and maintenance of IT support knowledge and internal training documentation.
Works with the customer via multiple platforms to assess and troubleshoot issues before resolving or escalating.
Other duties as assigned.
Flexibility, excellence, and passion are vital qualities within Computing Services. Inclusion, collaboration, a d cultural sensitivity are valued competencies at CMU. Therefore, we are in search of a team member who is able to effectively interact with a varied population of internal and external partners at a high level of integrity. We are looking for someone who shares our values and who will support the mission of the university through their work.
Qualifications:
Bachelor's Degree in Information Systems preferred or CompTIA A+ certification
1 - 3 years of end user support experience
1 - 3 years of help desk experience
1 - 3 years of network administration experience
1 - 3 years of operating system administration experience
1 - 3 years of workstation support experience.
Strong problem solving and reasoning skills
Strong technical skills
Strong interpersonal skills
You should demonstrate:
Interpersonal Skills
Problem-Solving and Reasoning Skills
Technical Skills
Certifications: PMP - Project Management Professional - PMI - Project Management Institution
Requirements:
Successful background check
Must pass Child Protection Clearances (PA Act 153)
Joining the CMU team opens the door to an array of exceptional benefits, available to all full-time Carnegie Mellon University employees. Experience the full spectrum of advantages, from comprehensive medical, prescription, dental, and vision insurance to enticing retirement savings programs. Unlock your potential with tuition benefits, and take well-deserved breaks with generous paid time off and holidays. Rest easy knowing you're covered by life and accidental death and disability insurance. For a comprehensive overview of the benefits awaiting you, explore: .
At Carnegie Mellon, we value the whole package when extending offers of employment. Beyond just credentials, we consider the role & responsibilities, your invaluable work experience, and the knowledge gained through education and training. We acknowledge and appreciate your unique key skills and the diverse perspectives you bring. Our commitment to fostering an inclusive work environment means we also account for geographic differentials. Your journey with us is about more than just a job; it is about finding the perfect fit for your professional growth and personal aspirations.
Are you interested in this exciting opportunity?! Apply today!
LocationPittsburgh, PA Job FunctionSystems Administration and Support Position TypeStaff - Regular Full Time/Part timeFull time Pay BasisHourly More Information:
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Carnegie Mellon University is an Equal Opportunity Employer/Disability/Veteran.
Carnegie Mellon University considers applicants for employment without regard to, and does not discriminate on the basis of, gender, race, protected veteran status, disability, or any other legally protected status.