Help Center Consultant – Computing Services

Carnegie Mellon University is a private, global research university that stands among the world’s most renowned education institutions. With ground-breaking brain science, path-breaking performances, creative start-ups, big data, big ambitions, hands-on learning, and a whole lot of robots, CMU doesn’t imagine the future, we invent it. If you’re passionate about joining a community that challenges the curious to deliver work that matters, your journey starts here!

The Computing Services central IT department provides services that have 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 financial systems applications, desktops, networks, and IT resources.

Your core responsibilities will include:

• 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.

• 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.

• Performs related duties as assigned.

Flexibility, excellence, and passion are vital qualities within Computing Services.  Inclusion, collaboration and 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.

You should demonstrate:

• Interpersonal Skills

• Problem-Solving and Reasoning Skills

• Technical Skills

Qualifications:

• Bachelor’s Degree in Information Systems preferred or CompTIA A+ certification

• 1-3 years of demonstrated experience in Help Desk, End User, Workstation Support, Operating System Administration, and Network Administration

• Or a combination of education and relevant experience from which comparable knowledge is demonstrated

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: https://www.cmu.edu/jobs/benefits-at-a-glance .

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!

Location

Pittsburgh, PA

Job Function

Systems Administration and Support

Position Type

Staff – Fixed Term (Fixed Term)

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