The Senior IT Support and Systems Specialist is responsible for supporting SaaS systems like Slate, CMS platforms, and providing technical support for server, desktop, and network environments. This role involves providing advanced technical support, resolving escalated issues, and ensuring the efficient operation and maintenance of IT systems including PCs, Macs, and servers. In this role, you will participate in project work, research and recommend new tools and processes, and maintain system and network integrity. As a senior member of the team, you will provide guidance and mentorship to junior staff without having formal supervisory responsibilities.

Core Responsibilities Include:

SaaS and Web System Support:

• Provide advanced technical support for SaaS systems like Slate and CMS platforms.
• Troubleshoot and resolve user issues related to web systems and applications.
• Coordinate with SaaS vendors and internal teams to resolve escalated issues.
• Ensure the proper functioning and performance of web systems.

Technical Support:

• Provide advanced technical support for desktop, server, and network environments, including PCs, Macs, and servers.
• Resolve technical issues related to hardware, software, and networking.
• Assist and mentor lower-level support staff in resolving technical issues.
• Maintain communications with end users and programming staff to reach satisfactory resolutions.
• Develop and maintain end-user documentation and conduct user training sessions.

Project Participation:

• Participate in project teams focused on evaluating and implementing emerging technologies.
• Assist in the development and implementation of tools, scripts, knowledge documentation, and metrics.

Research and Recommendations:

• Research, evaluate, and recommend new tools, processes, and techniques for improved technical support.
• Stay updated with the latest industry trends and technologies.

Flexibility, excellence, and passion are vital qualities within the Dietrich College. Inclusion, collaboration, and cultural sensitivity are valued competencies at Carnegie Mellon. 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:

• Well-developed technical, interpersonal, problem-solving, and reasoning skills.
• Ability to maintain composure in difficult situations and meet deadlines.
• Attention to detail and the ability to maintain accurate records.
• Strong organizational skills with the ability to handle multiple tasks simultaneously.
• Ability to work with sensitive information, maintain confidentiality, and use discretion.

Qualifications:

• Education: Bachelor’s Degree in a relevant field (required); Master’s Degree (preferred).
• Certifications:  ITIL Foundation; Microsoft Certified Systems Engineer (MCSE); CompTIA A+, Network+, Security+ (or equivalent certifications).
• Experience:  3-5 years in Help Desk, End User Support, Workstation Support, Operating System Administration, and Network Administration. Experience with SaaS systems support, CMS platforms, and IT infrastructure (servers, desktops, PCs, and Macs).

Requirements:

• Successful background check

Joining the CMU team opens the door to an array of exceptional benefits available to eligible employees.

Those employees who are benefits eligible have the opportunity to experience the full spectrum of advantages from comprehensive medical, prescription, dental, and vision insurance to an enticing retirement savings program offering a generous employer contribution. You can also unlock your potential with tuition benefits and take well-deserved breaks with ample paid time off and observed holidays. Finally, rest easy knowing you are covered by life and accidental death and disability insurance. 

Other perks include a free Pittsburgh Regional Transit bus pass, our Family Concierge Team to help navigate childcare needs, fitness center access, and so much more!

For a comprehensive overview of the benefits that may be awaiting you, explore our Benefits page.

At Carnegie Mellon, we value the whole package when extending offers of employment. Beyond just credentials, we consider the role and responsibilities, your invaluable work experience, and the knowledge gained through education and training. We acknowledge and appreciate your unique skills and the diverse perspective you bring. Your journey with us is about more than just a job; it’s about finding the perfect fit for your professional growth and personal aspirations.

Are you interested in an exciting opportunity with an exceptional organization?! Apply today!

Location

Pittsburgh, PA

Job Function

Systems Administration and Support

Position Type

Staff – Regular

Full Time/Part time

Full time

Pay Basis

Salary

More Information: 

About Carnegie Mellon University

Carnegie Mellon University challenges the curious and passionate to imagine and deliver work that matters. A private, global research university, Carnegie Mellon stands among the world's most renowned educational institutions, and sets its own course. Start the journey here. With cutting-edge brain science, path-breaking performances, innovative start-ups, driverless cars, big data, big ambitions, Nobel and Turing prizes, hands-on learning, and a whole lot of robots, CMU doesn't imagine the future, we create it.

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