Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty and staff of all identities and backgrounds. We strongly encourage individuals from underrepresented and/or marginalized identities to apply.
Effective January 1, 2022, all new Cornell hires, regardless of role and work location, must be fully vaccinated and present proof of an FDA- or WHO- authorized or approved COVID-19 vaccination or have a university-approved disability/medical or religious exemption. Failure to demonstrate compliance with this requirement prior to the first day of work will result in the delay of employment with Cornell and may result in the offer of employment being rescinded.
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 [email protected].
What you will do:
As a team member of the Central IT Service Group (CITSG), the Desktop Support Engineer, Desktop Services provides proactive and multi-faceted technical consulting and support services to staff, students, and faculty in various university departments. Support is also provided at several other locations, on and off-campus, either remotely or in-person. This position is an escalation point and provides technical leadership to CITSG desktop support staff.
This position provides advanced IT Desktop Engineering support, consulting, incident management, and service request fulfillment. The Desktop Support Engineer 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. This position will work closely with the CIT Desktop Services Desktop Engineering team, both utilizing as an escalation point and collaborating on new initiatives.
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. Responsibilities include: Customer onboarding, compliance review, hardware and software auditing, vendor management, proactive customer support, and delegation of tasks. Solid customer service skills, advanced analytical/diagnostic abilities, and excellent communication skills, both written and verbal, are essential to success in this position.
Remote and On Campus position
This position is located in Ithaca, New York. This work requires ability to work remotely and at the Ithaca campus location. Position may require going to Ithaca campus on short notice or work on-site multiple days a week, including weekends and evenings.
The New York Convenience of employer guidelines require New York State individual tax reporting and withholdings for this position. Additional individual state income tax filings may also be required if working temporarily outside New York State.
What you will be:
You will be a person who is self-motivated to research and discover solutions that address complex business problems, drive efficiencies and instill confidence in the underlying processes and data outcomes. You will be a people person who is passionate about technology and solving complex problems. Also, we work as a team, so collaboration is key!
Additionally, you will have:
Bachelor's degree with 2-4 years of experience working in a mixed MacOS and Microsoft enterprise environment, or an equivalent combination of education and experience.
Demonstrated proficiency in Windows, MacOS, iOS, ChromeOS, JAMF, Intune, or equivalent tools,and support of enterprise computing environments.
Familiarity with application packaging, deployment, and testing and a working knowledge of Active Directory.
Ability to maintain a professional demeanor in providing customer service and support to user community and establish and maintain excellent rapport with individuals and/or departments that they support. Able to communicate effectively and professionally verbally and in writing to audiences at all levels of the organization.
Attention to detail and ability to document issues and problems thoroughly.
Able to work effectively in a fast-paced environment, support multiple initiatives simultaneously, prioritize work to meet and or exceed established service levels and be dependable. Must demonstrate strong relationship building skills, time management skills, well-developed problem-solving abilities, analytical, reasoning and judgment skills.
Desire to continually learn about new technology and analyze how it might best be applied. Self-motivated ability to develop in depth understanding of a broad range of enterprise IT services, applications, and technologies.
Ability to work with a team to resolve complex technical issues across broad range of technologies and applications.
A demonstrated ability to acquire and maintain a working knowledge of a wide range of applications/systems, in a highly dynamic environment is essential.
Will be required to occasionally work outside standard work hours.
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.
What we offer:
Great benefits that include educational benefits, access to a plethora of wellness programs, employee discounts with local and national retail brands, health care options to choose from, generous paid leave provisions: paid Vacation and Health/Personal days, university paid holidays (including end of year winter break through New Year's Day) and superior retirement contributions.
An active and diverse community to work and thrive in! Cornell is situated in picturesque Ithaca, New York, the heart of the Finger Lakes. Ithaca is home to two academic institutions, state parks, waterfalls, gorges, and a wide range of art galleries, theaters, eateries, wineries, and breweries. Ithaca has something to suit all ages and interests!
No Visa sponsorship is available for this position.
University Job Title:
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Job Titles and Pay Ranges:
To learn more about Cornell's non-union staff job titles and pay ranges, see Career Navigator. The final 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.
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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.
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 Department of Inclusion and Workforce Diversity at voice (607) 255-3976, fax (607) 255-7481, or email at [email protected].
For general questions about the position or the application process, please contact the Recruiter listed in the job posting.
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.
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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. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations. 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.
In 1865, Ezra Cornell founded an institution "where any person can find instruction in any study." From the beginning, all students were welcome, regardless of race, gender, ideology, or socioeconomic status. Today, we invite you to join our talented and diverse students and accessible faculty who, together, form a living and learning community unmatched in its breadth of opportunities.Cornell University's college, schools, and other academic units offer more than 4,000 courses, 70 undergraduate majors, 93 graduate fields of study, undergraduate and advanced degrees, and continuing education and outreach programs.