Customer Success Specialist - Computing Services

Carnegie Mellon University - Pittsburgh, PA

Part-time,Full-time - Mid Level

Pittsburgh, PA

Educational Services

About the position

The Customer Success Specialist at Carnegie Mellon University's Computing Services department plays a crucial role in managing relationships with department stakeholders and ensuring service expectations are met for desktop support. This position involves providing advanced technical support for hardware and software issues, acting as a liaison between customers and computing services, and participating in professional development to stay current in the field. The specialist will also lead projects, collaborate with technical teams, and provide expert knowledge in various technologies.

Responsibilities

• Act as a liaison between customer and computing services groups for specialized software issues, configurations, or escalations.
• Actively seek and participate in professional development opportunities to stay current in the field.
• Collaborate with Subject Matter Experts (SMEs) on client issues and technology troubleshooting.
• Participate in customer meetings where SME expertise is required.
• Participate in division projects in roles appropriate to personal skills.
• Perform installation and configuration of client devices and applications.
• Plan and lead projects as well as collaborate with other technical teams for project completion.
• Serve as technical lead on various IT service desk projects.
• Own the relationship with assigned department representatives.
• Provide advanced user and system administrator support for hardware and software technical issues.
• Provide expert level knowledge in Microsoft and Apple hardware and software.
• Provide expert level knowledge in Office and Google products.
• Manage Active Directory, Azure, Intune, Group Policy, and SCCM.
• Assist with recommendations for purchases of client devices and applications.
• Provide support and training for end user specialty applications and systems.
• Provide technical guidance and mentoring to other Endpoint Support teams.
• Conduct user outreach and in-person customer consultations, on-site and off-site.
• Collaborate with Endpoint Engineering team to develop and deploy technical solutions.
• Interface with storage and virtualization team to develop and implement customer solutions.
• Coordinate with vendors and application management services for server maintenance and upgrades.
• Research, develop, and implement new and existing technologies to create best-in-class service for customers.

Requirements

• Bachelor's Degree
• 3-5 years of relevant work experience
• Successful background check

Benefits

• Comprehensive medical, prescription, dental, and vision insurance
• Retirement savings programs with employer contributions
• Tuition benefits
• Generous paid time off and holidays
• Life and accidental death and disability insurance
• Free Pittsburgh Regional Transit bus pass
• Family Concierge Team for childcare needs
• Fitness center access