Technical Support Associate Jobs in Pittsburgh, PA

The Operations Technical Specialist serves as the primary administrator and analyst for crew scheduling, attendance, and overtime distribution under a strict Collective Bargaining Agreement (CBA). This role is highly critical, ensuring compliance with complex union rules regarding voluntary overtime rotation and mandatory overtime assignment to prevent grievances and maintain optimal staffing levels. Serving as a key technical resource, manages and audits master schedules across multiple platforms—including Excel, Clockview, and Maximo—while providing critical data analysis, labor metrics, and dashboard insights for leadership. Additionally, this position acts as a lead support resource for staff onboarding, and hardware/software troubleshooting, requiring an adaptable, detail-oriented professional who excels at multitasking in a fast-paced environment.

Core responsibilities include:

Management of overtime, rotation of overtime and verification of coverage for trades.

• Must understand union overtime rules for managing overtime rotation in accordance with Collective Bargaining Agreement (CBA).
• Orderly and transparently distribute voluntary overtime shifts in strict accordance with CBA guidelines and rotational rules. When voluntary coverage is insufficient, execute mandatory overtime procedures.

Maintain flawless, auditable logs of all overtime offers, acceptances, refusals, and forces to prevent grievances and arbitration.

• Continuously monitor and maintain minimum staffing levels for off-shifts (weekends, weeknights and holidays) quickly resolving sudden vacancies or call-outs. Populate off shift coverage sheet and coordinate closely with the Service Response Center team regarding last minute call offs and changes in staffing.
• Build, maintain, and update user-friendly dashboards and tracking tools that provide visibility to crew members (e.g., current overtime standings) and insights to management (e.g., overtime hours per trade, overtime type, peak periods). Analyze attendance and scheduling patterns to identify trends, bottlenecks, or chronic staffing shortages.
• Compile weekly, monthly, and ad-hoc metrics regarding labor utilization, compliance tracking, and operational efficiency.
• Manage overtime electronic system and utilize information to establish reporting, tracking and dashboards. Work with IT to further develop the system, including additional basic functionality and reporting. Liaison with Supervisors and Crew to ensure training and awareness of overtime reporting and tracking.

Time and Attendance System Support (Clockview)

• Responsible for maintaining an accurate, reliable master schedule for all crew members following trade bids, new hires, apprenticeship rotations and shift changes. This role requires managing the schedule across two platforms: maintaining an accessible Excel spreadsheet for quick reference by departmental and external stakeholders, while ensuring all data is mirrored in Clockview, the official timekeeping system of record.
• Serve as the primary backup providing initial troubleshooting, password resets, and supervisor training for the Clockview time and attendance system in alignment with union contract rules.Support supervisors with Clockview issues to ensure completion of bi-weekly payroll validation.

Technical and Administrative Support

• Manage legacy cell phone program as we retire and pivot to communication allowance for personal cell phone usage.
• Support Operations staff with technology and devices (iPads, smartphones, etc.) and software (Clockview, Gmail, Duo, etc.)
• Perform analysis of timekeeping system and Maximo work order data, follow up with supervisors to ensure accurate information. Add new and update existing employee records in the work order, inventory, preventive maintenance, purchasing, labor tracking and asset management system (Maximo) and time and attendance system (Clockview)
• Assist in the training of staff and new employees. Acts as the “lead” support staff, providing information and guidance to others concerning departmental policies and procedures. Assist trade supervisors with new employee onboarding process and orientation to department policies and procedures. Facilitate the operational onboarding of new hires, ensuring they are properly set up in scheduling databases, educated on overtime roster rules, and integrated into attendance systems.
• Compiles reports, documents or metrics data from various reporting systems for analysis. Uses various software packages to produce these reports. May run regularly scheduled computerized reports using existing programs or write simple retrieval reports.
• Utilize multiple software platforms, including Microsoft Office Suite and Google Workspace, and navigate evolving specialized software systems with minimal guidance.
• Acts as back-up to Facilities Service Response department when needed which includes answering phones, work order dispatching and creating/assigning work orders.
• Maintain calendar and rotations for Duty Supervisor Coverage.
• Other related duties as assigned

Adaptability, excellence, and passion are vital qualities within Carnegie Mellon University. We are in search of a team member who can effectively interact with a varied 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 SHOULD DEMONSTRATE:

• Adaptability and openness to change as the department and organization evolves.
• Ability to work well with others and/or as part of a team.
• Ability to collaborate with colleagues at all levels of the organization regarding a variety of relevant issues.
• Ability to maintain composure when dealing with difficult situations and/or individuals.
• Ability to focus on requirements despite frequent interruptions.
• Ability to pay close attention to detail; keep and maintain accurate and detailed reports and records.
• Ability to prioritize work and handle multiple tasks simultaneously.
• Able to travel across campus for meetings and project related work.

QUALIFICATIONS:

• High School Diploma or GED required
• Two to four years of experience in workforce scheduling, operations administration, data analytics or human resources.
• Proven mastery of Microsoft Excel and Google Sheets and strong digital literacy.
• Prior experience adapting to multiple specialized software programs with minimal guidance is preferred.
• Experience working with a unionized workforce operating under a Collective Bargaining Agreement (CBA) is highly preferred.

REQUIREMENTS

• Successful Background Check
• Child Protective Clearance - Act 153
• Valid PA driver's license

ADDITIONAL INFORMATION

• This is a full-time (37.5 hours/week), non-exempt position based in Pittsburgh, PA.
• Sponsorship: Applicants for this position must be currently legally authorized to work for CMU in the United States. CMU will not sponsor or take over sponsorship of an employment visa for this opportunity

Joining the CMU team opens the door to an array of exceptional benefits.

Benefits eligible employees enjoy a wide array of benefits including comprehensive medical, prescription, dental, and vision insurance as well as a generous retirement savings program with employer contributions. Unlock your potential with tuition benefits , take well-deserved breaks with ample paid time off and observed holidays , and rest easy with life and accidental death and disability insurance.

Additional perks include a free Pittsburgh Regional Transit bus pass, access to our Family Concierge Team to help navigate childcare needs, fitness center access , and much more!

For a comprehensive overview of the benefits available, explore our Benefits page .

At Carnegie Mellon, we value the whole package when extending offers of employment. Beyond credentials, we evaluate the role and responsibilities, your valuable work experience, and the knowledge gained through education and training. We appreciate your unique skills and the perspective you bring. Your journey with us is about more than just a job; it’s about finding the perfect fit for your professional growth and personal aspirations.

Are you interested in an exciting opportunity with an exceptional organization?! Apply today!

Location

Pittsburgh, PA

Job Function

Administrative Support and Coordination

Position Type

Staff – Regular

Full Time/Part time

Full time

Pay Basis

Hourly