IT Desktop Support Consultant - Computing Services

This IT desktop support consultant role provides frontline assistance for users, desktops, networks, and IT resources within Carnegie Mellon University's Computing Services. Working under general supervision, the position resolves user issues, mentors junior staff, and contributes to projects and technology evaluations.

Responsibilities

• Act as the liaison between customers and computing services groups for issues, configurations, or escalations when needed.
• Both Help Desk and Desktop Support roles participate in the ongoing review and evaluation of emerging technologies, with potential project work assigned.
• Collaborate with other technical teams as appropriate to ensure successful project outcomes.
• Engage in continuous self-study and training, partner with management and senior teammates, and pursue opportunities to broaden scope to stay current with industry and organizational trends.
• Create detailed documentation outlining new and moderately complex processes.
• Demonstrate clear, concise, and effective written and oral communications to build relationships and advance daily tasks and projects.
• If primarily a desktop support role, provide technical support to users, assist lower level staff, consult with departments on operating systems, software, and system configuration needs, recommend hardware and software purchases, draft and process purchase orders, and install and configure new software and hardware.
• If primarily a front-line help desk role, provide technical support to users, assess issues, resolve or escalate as needed, log issues, and follow up through resolution; contribute to IT support knowledge documentation and may conduct user training.
• Own customer incidents, service requests, and problems through their full lifecycle in accordance with DSP guidelines.
• Provide end-user support for hardware related technical problems.
• Provide end-user support for software related technical problems.
• Coordinate and resolve escalated issues as they arise.
• Seek feedback from management and senior peers and integrate it into work and behavior.
• Share technical and functional expertise with team members as required.
• Troubleshoot end-user incidents to resolution and identify root causes.
• Work with the team and offer constructive feedback to support group efforts.
• Work independently, handle potentially stressful situations, and make autonomous decisions.
• May be asked to complete project work.
• Other duties as assigned.

Requirements

• Successful background check

Education

Bachelor’s Degree in Information Systems

Location

Pittsburgh, PA (onsite)

Job Function

Systems Administration and Support

Position Type

Staff – Regular

Employment Status

Full time

Pay Basis

Hourly

Benefits

• Comprehensive medical, prescription, dental, and vision insurance
• Generous retirement savings program with employer contributions
• Tuition benefits
• Paid time off
• Observed holidays
• Life and accidental death and disability insurance
• Free Pittsburgh Regional Transit bus pass
• Access to Family Concierge Team to help navigate childcare needs
• Fitness center access