Desktop Support Technician (Hybrid)

Desktop Support Technician (Hybrid)

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What is Cornell University and what is Information Technology @ Cornell?

Cornell University, unique among peers, is the federal land-grant institution of New York State, a private endowed university, and a member of the Ivy League. Information technologies (IT) is a strategic enabler for many functions at Cornell. Staff working in IT are found in most colleges and units across Cornell. We are comprised of many organizations, but we work as one. By being where Cornell faculty, staff, and students are, we are better able to offer support—whether needed at your desktop or to solve a major business, academic or research objective—to everyone at Cornell. Check out this link to find out more about IT@Cornell.

The Opportunity

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.

The Desktop Support Technician provides advanced technical consulting and support services to staff in select university administrative offices. Support is also provided at several other locations, on and off-campus, either remotely or in-person.

This position provides advanced IT Desktop support, consulting, incident management, and service request fulfillment. As a member of the Desktop Support team, the Desktop Support Technician will be required to work in conjunction with not only the immediate team but collaborate with other technical groups within Cornell Information Technologies (CIT) and across campus.

Services supported include a broad range of desktop and enterprise applications, network and desktop infrastructure, and mobile devices. Support is provided to end users via phone, chat, email, and/or in person. Solid customer service skills, advanced analytical/diagnostic abilities and excellent communication skills, both written and verbal, are essential to success in this position.

This position will be required to occasionally work outside standard university core work hours.

What We Need

Required Qualifications:

• Strong customer service, interpersonal, relationship building skills. The ability to establish and maintain excellent rapport with individuals and/or departments that he/she supports critical.
• Bachelor’s degree with a minimum 1-year experience or equivalent combination of education and experience providing proficient desktop support in both Windows and Mac operating systems and their administration.
• Working knowledge of active directory.
• Must demonstrate well-developed problem-solving abilities, analytical, reasoning and judgment skills.
• Attention to detail and ability to document issues and problems thoroughly.
• Ability to work effectively with a team to resolve complex technical issues across broad range of technologies and applications.
• Self-motivated ability to develop in depth understanding of a broad range of enterprise IT services, applications and technologies.
• Able to communicate effectively and professionally verbally and in writing to audiences at all levels of the organization.
• Demonstrated ability to acquire and maintain a working knowledge of a wide range of applications/systems, in a highly dynamic environment is essential.

• Experience in and/or demonstrated commitment to supporting diversity, equity, access, inclusion, and wellbeing.

• 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.

• Must have and maintain a valid driver’s license; may be required to operate a motor vehicle (your own vehicle or Cornell-owned) to travel to/from job sites.

• Ability to work both remotely and at Ithaca campus location. Position requires flexible work arrangements and may require going to Ithaca campus on short notice or work there multiple days a week, including weekend work.

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:

• Experience with MS Office 365.
• Experience with TeamDynamix trouble ticketing system a plus.
• Familiarity with Cornell's IT environment.

What We Offer

Rewards and Benefits

• 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: https://hr.cornell.edu/benefits-pay.
• 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.
• Follow this link to learn more about the Total Rewards of Working at Cornell: https://hr.cornell.edu/jobs/your-total-rewards.
• This position is eligible for a hybrid work arrangement. Employees typically perform this role remotely 1-2 days per week and on-campus 3-5 days per week. The university reserves the right to modify, suspend, revoke or terminate the hybrid work arrangement at any time.
• 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.
• Cornell receives national recognition as an award-winning workplace for our health, wellbeing, sustainability, and diversity initiatives.

Familiarize yourself with Cornell's COVID-19 workplace guidance as well as the university's COVID-19 services and information.

University Job Title:

IT Support Asst IV

Job Family:

Information Technology

Level:

E

Pay Rate Type:

Hourly

Pay Range:

$27.61 - $32.08

Remote Option Availability:

Hybrid Remote

Company:

Endowed

Contact Name:

Maria Avila

Job 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:

• Education level to the extent education is relevant to the position
• Unique applicable skills
• Prior relevant work or industry experience
• 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 Career Navigator.

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 Union Pay Rates.

Current Employees:

If you currently work at Cornell University, please exit this website and log in to Workday using your Net ID and password. Select the Career icon on your Home dashboard to view jobs at Cornell.

Online Submission Guidelines:

Most positions at Cornell will require you to apply online and submit both a resume/CV and cover letter. You can upload documents either by “dragging and dropping” them into the dropbox or by using the “upload” icon on the application page. For more detailed instructions on how to apply to a job at Cornell, visit How We Hire on the HR website.

Employment Assistance:

For general questions about the position or the application process, please contact the Recruiter listed in the job posting or email [email protected].

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 [email protected].

Applicants that do not have internet access are encouraged to visit your local library, or local Department of Labor. You may also visit the office of Workforce Recruitment and Retention Monday - Friday between the hours of 8:30 a.m. – 4:30 p.m. to use a dedicated workstation to complete an online application.

Notice to Applicants:

Please read the required Notice to Applicants statement by clicking here. 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.

2023-08-14