"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