{"id":196044,"url":"https://alion.io/job/cmu-it-support-associate","title":"IT Support Associate","company":{"id":46403,"name":"Software Engineering Institute","domain":"sei.cmu.edu","url":"https://alion.io/company/sei-cmu","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":14,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":13,"computed_at":"2026-09-30T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":46000,"max_usd":87000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":58},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false},{"name":"Windows","optional":false},{"name":"Service Desk","optional":true}],"status":"live","first_seen_at":"2026-09-02T00:00:00Z","employer_posted_date":"2026-09-02","last_verified_at":"2026-09-30T11:30:20Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":29},"description":"What We Do:\nThe SEI helps advance software engineering principles and practices and serves as a national resource in software engineering, computer security, and process improvement. The SEI works closely with defense and government organizations, industry, and academia to continually improve software-intensive systems. Our core purpose is to help organizations improve software engineering capabilities and develop or acquire the right software, defect free, within budget and on time, every time.\nPosition Summary:\nAre 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. Desirable candidates will be able to demonstrate excellent customer service skills as well as possess the ability to troubleshoot a wide variety of technical issues.\nRequirements:\nAssociates degree in a technical field or equivalent\n0-3 years of related experience with Help Desk and end user support.\nWillingness to travel to various locations to support the SEI’s overall mission. This includes within the SEI and CMU community, sponsor sites, conferences, and offsite meetings on occasion.\nYou will be subject to a background check and will need to obtain and maintain a Department of War security clearance.\nDuties:\nDiagnosing, troubleshooting and providing solutions for technical user problems.\nInstall, configure and troubleshoot system and application software including email clients, office applications, and approved customer related requests.\nAreas 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.\nKnowledge, Skills and Abilities:\nWorking knowledge of computer operating systems and common tools including networking, email clients, and web browsers\nExcellent troubleshooting, problem solving, interpersonal, and reasoning skills\nExcellent oral and written communication skills\nAbility to work remotely on After Hours coverage\nAbility to organize work in order to meet deadlines and user demands\nAbility to understand and follow directions\nAbility to interact well with customers with varying needs from government, business, and education spectrums\nAbility to assess support issues and either resolve or escalate to the appropriate resource for resolution\nAbility to communicate with users, including insuring that the user understands what the incumbent has communicated\nBeing able to use our online tracking Service Desk System to track and document incidents and requests is required\nDesired Experience:\nBachelor's degree in Computer Science, Information Systems or related field or equivalent combination of training and experience\nCertifications from CompTIA A+, CompTIA Networking+, CompTIA Security+\nAbility to create, develop and maintain documentation and training materials\nAbility to assist users by consulting on how to apply new technology to perform their job more efficiently\nAbility to handle new user training as needed\nAbility to answer help desk phone as needed\nAbility to work with other members of SEI Information Technology staff to resolve user problems and provide consistent and reliable help desk services\nJob Function Breakdown:\n60%: Directly responds to and resolves user problems. Consults with users on best use of applications and how to’s\n10%: Trains users in system, network or software capabilities and functions. Training can be one-on-one or in a classroom setting. Assists in developing user documentation\n10%: Installs software. Assists in product evaluations and makes recommendations for software purchases\n10%: Updates skills as needed. Researches new technology to evaluate its use in the SEI computing environment or IT’s. Work on obtaining hardware, network and security certifications\n10%: Other duties as assigned, including meetings, providing additional help desk coverage as needed\nTOTAL=100%\nLocation\nArlington, VAJob Function\nSystems Administration and SupportPosition Type\nStaff - RegularFull time/Part time\nFull timePay Basis\nHourlyMore Information:\nPlease visit “Why Carnegie Mellon ” to learn more about becoming part of an institution inspiring innovations that change the world.\n\nClick here to view a listing of employee benefits\n\nCarnegie Mellon University is an Equal Opportunity Employer/Disability/Veteran.\n\nStatement of Assurance","description_format":"text","description_chars":4742,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Education","Higher Education"],"lifecycle":[{"event":"open","at":"2026-09-03T11:58:13Z"}],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.265,"p_room":0.35,"age_days":28,"expected_fill_days":13,"reasons":["conf:3","stale_co","win:tail","comp:junior"],"computed_at":"2026-09-30T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/cmu-it-support-associate","json_url":"https://alion.io/job/cmu-it-support-associate.json","meta":{"generated_at":"2026-10-01T00:56:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":653,"day_limit":5000,"remaining_today":4347,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}