Desktop Support Technician

About Cornell Information Technologies’ Desktop Services Team

Cornell Information Technologies’ Desktop Services Team supports the academic and administrative mission  provide secure, high-quality, reliable, and responsive technology services. We provide support that enables our campus community to engage in innovative teaching, cutting-edge research, and efficient administrative processes. We strive to maintain a focus on the experience of the people using technology. Check out this link to find out more about IT@Cornell.

The Opportunity

Do you enjoy solving technical challenges while delivering exceptional customer service? Are you passionate about helping people succeed with technology? Cornell University is seeking a Desktop Support Technician to join our collaborative IT support team and provide advanced technical support to administrative offices across the university!

In this role, you'll be a trusted technology partner, helping faculty and staff stay connected, productive, and secure. You'll troubleshoot complex issues, deploy and support a wide range of devices and applications, and collaborate with technical teams throughout the university to deliver seamless IT services.

If you're a skilled problem solver who enjoys working directly with customers and thrives in a dynamic environment, we'd love to hear from you.

What You’ll Do

As a Desktop Support Technician, you will provide advanced support for desktop computing environments, mobile devices, enterprise applications, and network connectivity. You'll work directly with customers through phone, email, chat, remote support tools, and in-person interactions.

Technical Support & Service Delivery:

• Provide advanced troubleshooting and technical support for Windows and macOS computers, iOS devices, enterprise applications, email, calendaring, and network connectivity.
• Respond to service requests and incidents through multiple support channels, ensuring timely communication and resolution.
• Perform root-cause analysis to identify and resolve complex technical issues.
• Install, configure, maintain, and support hardware, operating systems, and software applications.
• Deploy and rebuild computers using SCCM, Jamf, and other desktop management tools.
• Coordinate with technical teams and service providers across Cornell to resolve issues and implement solutions.
• Support customers both remotely and on-site at university locations.
• Document troubleshooting activities, resolutions, and recommendations in support systems.
• Escalate issues appropriately while ensuring continuity of service and customer satisfaction.
• Assist with testing and evaluation of technology services, applications, and support processes.
• Work closely with colleagues and leadership to solve problems and improve service delivery.
• Participate in staff meetings, onboarding activities, training programs, and service launches.
• Maintain accurate administrative records and complete required documentation.
• Follow established departmental policies, procedures, and service standards.

Projects & Continuous Improvement

• Contribute to technology projects and special initiatives.
• Complete required university compliance training.
• Support process improvements and operational enhancements as needed.

What We Need

• Bachelor’s degree and at least one year of experience providing proficient desktop support and administration for both Windows and Mac operating systems, or an equivalent combination of education and experience.
• Strong customer service, interpersonal, and relationship‑building skills, with the ability to establish and maintain effective working relationships with individuals and departments supported by this position.
• Demonstrated ability to communicate effectively and professionally, both verbally and in…