Job Information
Cornell University Senior Desktop Support Specialist in Ithaca, New York
Senior Desktop Support Specialist
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Senior Desktop Support Specialist (Hybrid)
No Visa Sponsorship is available for this position.
About Student Service Information Technologies
Student and Campus Life (SCL) inspires transformation in all Cornell students on their journey of individual, academic and personal evolution. Our division is comprised of leading student affairs experts who support our campus on pressing student life matters including public service, health, wellness, social justice, residential living, food services, sports, recreation, career services, and student activities and organizations including sorority and fraternity life. We provide support and services to roughly 25,000 undergraduate, graduate, and professional students on multiple campuses in the U.S. and abroad.
Student Service Information Technologies (SSIT) provides IT support to a number of divisions, including SCL, and allows numerous operations to continue to run effectively while using hundreds of different IT systems. SSIT is comprised of five different service teams: Client/Desktop Services, Infrastructure Services, Business Applications & Development, IT Service Management, and Business Application Services.
The Opportunity
As part of Student Services Information Technology (SSIT), Sr. Desktop Support Specialist will provide advanced technical consulting, incident management, and fulfill support service request for a desktop computing environment of approximately 1,200 end users and over 1,500 network devices that span over 60 buildings on campus as well as remote offices. Using an on-line helpdesk ticketing system, this role will respond to and troubleshoot a broad range of support services including desktop applications, network and desktop infrastructure, mobile device support as well as low to complex user questions regarding PC and Apple peripherals. This support will be provided either through in-person consultations or through consultations done remotely over phone or email in an effort to resolve in a timely and accurate fashion that minimizes downtime and impact on the user. In collaboration with other teammates or technical groups within SSIT or across the campus, this role researches technical issues and creates entries into a knowledge-based system as well as looks to implement special technology projects as assigned.
Success Factors:
A successful Sr. Desktop Support Assistant will:
- Be well-organized and demonstrate a meticulous attention to detail as well as the ability to adapt to and learn a broad range of services, applications, and technologies.
- Demonstrate strong verbal and written communication skills needed to document issues thoroughly as well as communicate effectively to make complex issues understandable to a variety of users.
- Remain self-motivated in order to work well both independently and as a team player to ensure resolution to all technical issues in a timely way.
- Demonstrate strong problem-solving abilities to prioritize multiple tasks and deadlines, take on action items as well as coordinate and track progress in an ever-changing environment.
- Have the ability to establish and maintain excellent rapport with individuals and/or departments through strong customer service and relationship building skills.
While position responsibilities vary, every member of our community is expected to foster a culture of belonging and a psychologically healthy work environment by communicating across differences; being cooperative, collaborative, open, and welcoming; showing respect, compassion, and empathy; engaging and supporting others regardless of background or perspective; speaking up when others are being excluded or treated inappropriately; and supporting work/life integration of oneself and others.
What We Need
Required Qualifications:
- Bachelor's degree with a minimum two (2) years or relevant experience such as providing proficient desktop support in both Windows and Mac OS and their administration as well as Chrome OS, iOS and Android support or an equivalent combination of education and experience.
- Working knowledge of Active Directory as well as PC and Macintosh hardware and TCP/IP protocols required
- Demonstrated ability to acquire and maintain a working knowledge of a wide range of applications/systems, in a highly dynamic environment is essential.
- Must be able to work both remotely and in person and at Ithaca campus location as needed.
- Must be able to provide off-hour on-call support on a rotating basis along with being able to respond and be on campus within 30 minutes.
- Must have and maintain a valid driver's license.
- Ability to lift 50 pounds as needed.
University Related Requirements:
- Experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds.
- Experience incorporating the perspectives of multiple communities, including communities of color.
- Experience working with diversity, equity, inclusion, and wellbeing programs.
- Passionate about working in an organization that values and promotes diversity, equity, inclusion, anti-racism, and wellbeing.
- Ability to cultivate and develop inclusive and equitable working relationships with students, faculty, staff, and community members.
A cover letter and resume are required for further consideration for this position.
*No Visa Sponsorship is available for this position.
If you have all those things, great! We have a few more things that we would prefer you to have, but it's ok if you don't.
Preferred Qualifications:
- Additional education or experience; specifically, knowledge or experience with Linux, Point-of-Sale devices and MS Office 365.
- Familiarity with Cornell's IT environment.
- Previous computer support in a professional setting
What We Offer
Rewards and Benefits
- This position is eligible for a hybrid work arrangement. Employees typically perform this role remotely one (1) days per week and on-campus four (4) days per week. The university reserves the right to modify, suspend, revoke or terminate the hybrid work arrangement at any time.
- Cornell receives national recognition as an award-winning workplace for our health, wellbeing, sustainability, and diversity initiatives.
- Our benefits programs include comprehensive health care options, generous retirement contributions, access to wellness programs, and employee discounts with local and national retail brands. We invite you to follow this link to get more information about our benefits: .
- Follow this link to learn more about the Total Rewards of Working at Cornell: .
- Our leave provisions include health and personal leave, three weeks of vacation and 13 holidays: Martin Luther King, Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving and the day after, and an end of the year winter break from December 25-January 1.
- Cornell's impressive educational benefits include tuition-free Extramural Study and Employee Degree Program, tuition aid for external education, and Cornell Children's Tuition Assistance Program.
Familiarize yourself with Cornell's as well as the university's .
University Job Title:
IT Support Asst IVJob Family:
Information TechnologyLevel:
EPay Rate Type:
HourlyPay Range:
$27.61 - $32.08Remote Option Availability:
Hybrid RemoteCompany:
EndowedContact Name:
Maria AvilaJob Titles and Pay Ranges:
Non-Union Positions
Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring rate of pay for the successful candidate will be determined considering the following criteria:
Prior relevant work or industry experience
Education level to the extent education is relevant to the position
Unique applicable skills
Academic Discipline (faculty pay ranges reflects 9-month annual salary)
To learn more about Cornell's non-union staff job titles and pay ranges, see .
Union Positions
The hiring rate of pay for the successful candidate will be determined in accordance with the rates in the respective collective bargaining agreement. To learn more about Cornell's union wages, see .
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Employment Assistance:
For general questions about the position or the application process, please contact the Recruiter listed in the job posting or email .
If you require an accommodation for a disability in order to complete an employment application or to participate in the recruiting process, you are encouraged to contact Cornell University's Office of Institutional Equity and Title IX at voice (607) 255-2242, or email at.
Applicants that do not have internet access are encouraged to visit your local library, or local Department of Labor. You may also request an appointment to use a dedicated workstation in the Office of Talent Attraction and Recruitment, at the Ithaca campus, by emailing .
Notice to Applicants:
Please read the required Notice to Applicants statement by . This notice contains important information about applying for a position at Cornell as well as some of your rights and responsibilities as an applicant.
EEO Statement:
Diversity and Inclusion are a part of Cornell University's heritage. We are a recognized employer and educator valuing AA/EEO, and we do not tolerate discrimination based on any protected characteristic, including race, ethnic or national origin, citizenship and immigration status, color, sex/gender, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual's genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.
Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty, and staff to all identities and backgrounds. We encourage individuals from underrepresented and/or marginalized identities to apply.
2024-04-25EEO Statement: Diversity and Inclusion are a part of Cornell University’s heritage. We are a recognized employer and educator valuing AA/EEO, Protected Veterans and Individuals with Disabilities. Cornell University is an innovative Ivy League university and a great place to work. Our inclusive community of scholars, students, and staff impart an uncommon sense of larger purpose, and contribute creative ideas to further the university's mission of teaching, discovery, and engagement.
Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly