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.
In this role, you will be responsible for second level/escalated support of user laptops, desktops and other IT resources. You will work under general supervision resolving user technical issues and determine when additional support is needed to escalate to appropriate Tier 3 team. You will primarily provide remote user support, and may provide desk side support to customers when necessary. This includes: installing, configuring, and troubleshooting hardware and software on the Macintosh and PC platforms; adhering to service level agreements with departmental customers; working as a liaison between users and other Computing Services partners when needed; responsible for providing coverage/support to the Help Center staff; and for assisting less experienced team members.
As a Desktop Support Consultant, your core responsibilities will include:
Providing end user support of hardware related technical problems
Providing end user support of software related technical problems
Acting as a liaison between customer and computing services groups for issues, configurations, or escalations when needed.
Owning customer incidents, service requests, and problems through their full lifecycle while meeting DSP SLA guidelines
Troubleshooting end user incidents in depth to resolution and identify root cause
Creating detail-oriented documentation that outlines new and moderately complex processes
Sharing technical and functional expertise with other members of the team as required
Working independently, coping with potentially stressful situations, and making independent decisions
Collaborating with other technical teams, as appropriate, for successful completion of projects
Seeking feedback from management and more senior peer team members for development and effectively incorporates feedback into work and behaviors
Working in collaboration with team and offers feedback, where appropriate, to complete individual and group efforts
Demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day to day work and projects
Continuous self-study, trainings, partnering with management and more senior members of peer teams, and/or seeking out opportunities to broaden scope to stay up to date with industry and organizational trends
Flexibility, excellence, and passion are vital qualities within the division. 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 dynamic 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 will demonstrate:
Highly driven and self-motivated to exceed expectations;
Ability to manage multiple tasks and be flexible to adjust to changing priorities;
Ability to work independently and demonstrated ability to lead in a team based environment;
Capability of handling frequent interruptions and working under deadline pressures and time constraints while maintaining professional demeanor;
Dedication to deliver professional, prompt, and courteous service in a team environment that values a reciprocal approach to problem-solving;
Good social skills to build and maintain relationships with the internal campus community, and external partners;
Excellent verbal and written communication skills;
High-energy work ethic and be available to work non-standard hours during peak season times.
Bachelor's degree in Information Systems, Computer Science, or related field, or equivalent combination of training and work experience.
2+ years of progressive desktop support experience, including experience working with a central or departmental IT organization; or equivalent combination of education and experience
Microsoft Certified Solutions Analyst (MCSA) preferred
Apple Certified Mac Technician (ACMT) preferred
Strong experience with building processes around desktop support and deployments
Experience with enterprise automated deployment tools, e.g. SCCM and JAMF Pro
Familiarity with ITSM tools preferably ServiceNow.
Experience working with Active Directory Users and Computers, Group Policy and Windows Security Groups.
Extensive knowledge of Windows 7 and 10 and Microsoft Applications; and an understanding of Windows 7 and Windows 10 registry, services, drivers, file systems
Experience with Apple hardware and software
High degree of proficiency in MS Office Suite, Outlook, and Internet applications
Strong analytical, prioritizing, interpersonal, and problem-solving skills
Strong verbal and written communication skills
Internal Number: 2012864
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