Endpoint Support Analyst (fixed-term), Computing Services-2011179
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!
The Computing Services central IT department provides services that have 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.
The Endpoint Support Analyst is a fixed term position (until June 30, 2020) that will help Desktop Support team define and document IT support knowledge and process documentation. You will work with management team to provide project-focused service to eliminate redundancies and improve business processes across the team. You will play an integral role in assessing support issues upon intake and appropriately resolving or reassigning to tier one/two consultants and/or escalating to service owners.
Core responsibilities will include:
Responsible for developing and maintaining IT support knowledge and process documentation.
Works with ITSM team to create and update service dashboards and to generate monthly customer reporting metrics.
Develops internal workflows to support DSP/Lease IT annual billing processes.Creates and maintains internal customer documentation including customer profiles. Develops process and workflow for logging and updating internal documentation within departmental shared repository.
Provide support to leadership in areas of project documentation maintenance and process improvement initiatives
Flexibility, excellence, and passion are vital qualities within the division. 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 dynamic 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.
You will demonstrate:
Ability to manage multiple tasks and have flexibility to adjust to changing priorities;
Capability of maintaining accurate and detailed records, handling frequent interruptions, and working under deadline pressures and time constraints while maintaining professional demeanor;
Dedication to deliver professional, prompt, and courteous service in a team environment that values a reciprocal approach to problem-solving;
Good social skills to build and maintain relationships with the internal campus community, and external partners;
Excellent verbal and written communication skills;
Ability to analyze and interpret data, as well as strong understanding of Microsoft Suite of products; and
Solid understanding of IT service management and experience with ITSM software to track and document incidents, inventory, projects, etc.
Bachelor's degree in Information Systems, Computer Science, Business, a related field or comparable experience.
3-5 years of experience in an academic support setting, including experience working with a central or departmental IT organization as well as students and student employees.
Extensive experience working with computer operating systems and common tools including email clients and web browsers.
Familiar with automated discovery products such as SCCM.
Familiarity with ITSM tool preferably ServiceNow.
Familiarity with Active Directory Users and Computers (ADUC) and basic functionality of Windows Security Groups.
Excellent interpersonal, problem-solving and organizational skills; advanced computer literacy; ability to understand and follow directions; Demonstrated analytical, organizational, interpersonal and technical project management skills.
Capability of maintaining accurate and detailed records, handling frequent interruptions, and working under deadline pressures and time constraints while maintaining a professional demeanor.
Dedication to deliver professional, prompt, and courteous service in a team environment, good social skills to build and maintain relationships with the internal campus community and external partners.
Internal Number: 2011179
About Carnegie Mellon University
Carnegie Mellon (www.cmu.edu) is a private, internationally ranked research university with programs in areas ranging from science, technology and business, to public policy, the humanities and the arts. More than 12,000 students in the university’s seven schools and colleges benefit from a small student-to-faculty ratio and an education characterized by its focus on creating and implementing solutions for real problems, interdisciplinary collaboration and innovation. A global university, Carnegie Mellon’s main campus in the United States is in Pittsburgh, Pa. It has campuses in California’s Silicon Valley and Qatar, and programs in Africa, Asia, Australia, Europe and Mexico.