Senior IT Support Specialist– College of Engineering – Materials Science and Engineering

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!

As one of the oldest forms of applied science and engineering, Carnegie Mellon University’s Department of Metallurgical Engineering was founded in 1906 and named after its emphasis on the study of metals. Since then, our field has broadened to include all classes of materials from ceramics and polymers to semiconductors and biological materials. Whereas early eras of civilization were widely identified by human’s ability to work with new material (Stone Age, Bronze Age), today our abilities and projects span a variety of materials and combine everything from physics and chemistry to civil and electrical engineering.

The Materials Science and Engineering Department at Carnegie Mellon is looking for a Senior IT Support Specialist responsible for resolving complex technical issues, providing technical leadership and mentorship, and contributing to the development and improvement of technical support processes. They also handle escalated issues, troubleshoot software and hardware problems, perform
repairs/upgrade, and ensure customer satisfaction.

Core Responsibilities:

• Diagnoses and resolves complex technical issues, both software and hardware. Troubleshoots and
  fixes problems on a wide range of both modern and legacy devices, including servers, desktops, laptops, and mobile devices. Troubleshoots and maintain homegrown systems and applications. Escalates issues to higher levels when necessary.
• Plans, executes, and manages IT projects, including resource allocation, budgeting, and
  stakeholder communication.
• Implements and enforces security measures, monitor security protocols, and ensure compliance
  with industry standards.
• Evaluates current systems and processes, identifies areas for improvement, and proposes
  solutions to enhance IT performance.
• Installs, configures, and updates hardware and software, including operating systems and
  applications.
• Collaborates with other teams and departments to resolve issues and improve processes.
  Communicates effectively with customers, both internal and external, providing technical
  assistance and support. Maintains a positive and professional attitude when interacting with
  customers.
• Interfaces with vendors for equipment, software, and services, including negotiations, procurement,
  and support.
• Performs related duties as assigned

Adaptability, excellence, and passion are vital qualities within Carnegie Mellon University. We are in search of a team member who can 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.

Position Specific Responsibilities/Essential Functions:

• Provides technical guidance and leadership to junior staff. Mentors and coaches other support
  team members. Serves as a technical expert and point of contact for customers and internal teams. May serve as a team lead, overseeing and directing day-to-day activities of team members.
• Creates and delivers training materials for users on new software and hardware. Maintains and
  updates knowledge base articles and documentation.

Qualifications:

• Bachelor's Degree
• 3-5 years’ Experience
• Experience with Help Desk, End User Support, Workstation Support, Operating System Administration, Network Administration and infrastructure support
• CompTIA A+, Google IT Support Professional or equivalent alternative
• A combination of education and relevant experience from which comparable knowledge is demonstrated may be considered.

Requirements:

• Successful background check

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

Benefits eligible employees enjoy a wide array of benefits including comprehensive medical, prescription, dental, and vision insurance as well as a generous retirement savings program with employer contributions. Unlock your potential with tuition benefits, take well-deserved breaks with ample paid time off and observed holidays, and rest easy with life and accidental death and disability insurance. 

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

For a comprehensive overview of the benefits available, explore our Benefits page.

At Carnegie Mellon, we value the whole package when extending offers of employment. Beyond credentials, we evaluate the role and responsibilities, your valuable work experience, and the knowledge gained through education and training. We appreciate your unique skills and the 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!

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