Carnegie Mellon University, Office of Human Resources
July 10, 2018
Full Time - Entry Level
4 Year Degree
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.
The Help Center Consultant is primarily responsible for first level support for services offered by Computing Services and campus partners. In this role, you will provide effective diagnostic evaluation of end-user customer needs including identifying, researching, and resolving technical problems in a call center and walk-in environment. You will also be required to provide accurate documentation and tracking, monitoring of the incident, and follow-up as needed to help in the resolution of the issue reported by the user. Support is provided via email, in-person, video chat and telephone for users of computers, mobile devices, networks and IT resources. Team members resolve technical incident and service requests including but not limited to account management, software, email and network connectivity for PC, Macintosh, UNIX platforms and mobile devices. You are expected to determine when additional resources are required by other service support team or when escalation to management is needed. Collaborating with the Desktop Support team, you will deploy new and reimaged Lease IT devices to end users. This includes troubleshooting of associated issues with Lease IT hardware and software, and /or escalation to appropriate level two Desktop Support staff. You may participate in staff operational training, transitioning new services and contribute to the knowledge base. You will be expected to clearly communicate technical solutions in a user-friendly; professional manner; and to educate the end user on appropriate practices and use of Computing Services offerings and services. You may be required to perform rotating shift work including evenings and weekends based on campus business needs.
Your core responsibilities will include:
Front-line help desk support, provides technical and related support to users. May include some end user instruction. Accurately log incidents, documents work performed, categorize issue and escalates to the appropriate team using the ITSM tool. Actively follows up with users. (40%)
Follows established knowledge articles, processes and procedures when supporting users. Participate in the development (New Knowledge submissions), maintenance (Knowledge Feedback) of IT support knowledge documentation and review internal Help Center processes/procedures. (30%)
Working with the Desktop Support team, deploys new and reimaged Lease IT devices to end users. This includes troubleshooting of associated issues with Lease IT hardware and software, and /or escalation to appropriate level two Desktop Support staff. (10%)
Participates in and contributes to internal and divisional operational projects in support of Help Center Operations. (10%)
Professional training and development relative to first line support and career advancement (10%)
Bachelor's degree in Information Systems, a related field, or equivalent combination of education and relevant experience required.
1-3 years of relevant experience.
May be required to travel to other campus locations to provide deskside support
May be required to work outside of normal business hours and on weekends. May be required to carry a cell phone.
Works well under pressure, pays close attention to detail, strong customer service orientation.
Extensive experience working with computer and mobile device operating systems and common tools including email clients and web browsers.
Excellent interpersonal, problem-solving and organizational skills; advanced computer literacy; ability to understand and follow directions; ability to maintain accurate records; demonstrated analytical, organizational, interpersonal and technical project management skills.
ITIL Foundation - Information Technology Infrastructure Library (ITIL)
Help Desk Institute Support Center Analyst
Help Desk Institute Customer Service Representative
Internal Number: 2009133
About Carnegie Mellon University, Office of Human Resources
Carnegie Mellon University (CMU) is a global research university with more than 12,000 students, 95,000 alumni, and 5,000 faculty and staff.
CMU has been a birthplace of innovation since its founding in 1900.
Today, we are a global leader bringing groundbreaking ideas to market and creating successful startup businesses.