IT Support Associate

About the role

Position Summary: Are you a talented tier-one technical support person with the desire to work for an organization that is changing the world? Are you a highly motivated and customer-centric troubleshooter looking for your next opportunity? We are looking for you to join our dynamic IT team at the SEI! In this role, you will be responsible for providing advanced support and services including Windows, Mac and Linux operating systems.

Responsibilities

• Diagnosing, troubleshooting and providing solutions for technical user problems.
• Install, configure and troubleshoot system and application software including email clients, office applications, and approved customer related requests.
• Areas of support include, but are not limited to Windows, Linux, Macs, mobile phones, tablets, audio and video teleconferencing, account management, printing and networking and a wide variety of technical issues that deal with the hardware and software.
• Job Function Breakdown: 60% – Directly responds to and resolves user problems; consults with users on best use of applications and how‑to’s. 10% – Trains users in system, network or software capabilities and functions (one‑on‑one or classroom); assists in developing user documentation. 10% – Installs software; assists in product evaluations and makes recommendations for software purchases. 10% – Updates skills as needed; researches new technology to evaluate its use in the SEI computing environment; works on obtaining hardware, network and security certifications. 10% – Other duties as assigned, including meetings, providing additional help desk coverage as needed.

Requirements

• Associates degree in a technical field or equivalent.
• 0‑3 years of related experience with Help Desk and end user support.
• Willingness to travel to various locations to support the SEI’s overall mission (including SEI and CMU community, sponsor sites, conferences, and offsite meetings).
• Subject to a background check; must obtain and maintain a Department of Defense security clearance.

Qualifications

• Bachelor's degree in Computer Science, Information Systems or related field or equivalent combination of training and experience.
• Certifications from CompTIA A+, CompTIA Networking+, CompTIA Security+.
• Ability to create, develop and maintain documentation and training materials.
• Ability to assist users by consulting on how to apply new technology to perform their job more efficiently.
• Ability to handle new user training as needed.
• Ability to answer help desk phone as needed.
• Ability to work with other members of SEI Information Technology staff to resolve user problems and provide consistent and reliable help desk services.

Skills

• Working knowledge of computer operating systems and common tools including networking, email clients, and web browsers.
• Excellent troubleshooting, problem solving, interpersonal, and reasoning skills.
• Excellent oral and written communication skills.
• Ability to work remotely on After Hours coverage.
• Ability to organize work in order to meet deadlines and user demands.
• Ability to understand and follow directions.
• Ability to interact well with customers with varying needs from government, business, and education spectrums.
• Ability to assess support issues and either resolve or escalate to the appropriate resource for resolution.
• Ability to communicate with users, ensuring that the user understands what has been communicated.
• Ability to use the online tracking Service Desk System to track and document incidents and requests.