IT Desktop Support Consultant - Computing Services

Carnegie Mellon University•Pittsburgh, PA

24d•Onsite

About The Position

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 IT Desktop Support 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. Works under general supervision. Resolves user issues and determines when additional support is needed. Provides assistance to less experienced team members. This category can include senior level help desk and computer lab staff; and experienced desktop support staff.

Requirements

Bachelor’s Degree in Information Systems or equivalent work experience and certifications
0-3 years of end user support experience
0-3 years of help desk experience
0-3 years of network administration experience
0-3 years of operating system administration experience
0-3 years of workstation support experience
Strong interpersonal skills
Strong problem-solving and reasoning skills
Strong technical skills
Successful background check

Responsibilities

Acting as a liaison between customers and computing services groups for issues, configurations, or escalations when needed.
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.
Collaborating with other technical teams, as appropriate, for the successful completion of projects.
Continuous self-study, training, 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.
Creating detailed-oriented documentation that outlines new and moderately complex processes.
Demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day-to-day work and projects.
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.
Owning customer incidents, service requests, and problems through their full lifecycle while meeting DSP guidelines.
Providing end-user support for hardware-related technical problems.
Providing end-user support for software-related technical problems.
Resolving and/or coordinating the resolution of escalated issues.
Seeking feedback from management and more senior peer team members for development and effectively incorporating feedback into work and behaviors.
Sharing technical and functional expertise with other members of the team as required.
Troubleshooting end-user incidents in depth to resolution and identifying root causes.
Working in collaboration with the team and offering feedback, where appropriate, to complete individual and group efforts.
Working independently, coping with potentially stressful situations, and making independent decisions.
May be asked to complete project work.
Other 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.