IT Support Specialist

IT Support Specialist I

Location:

Midtown

Org Unit:
Service Desk Level 1

Weekly

Hours:

35.00

Exemption Status:
Non-Exempt

Salary Range: $33.30 - $37.69

Under direct supervision, delivers first tier phone support while acting as first point of escalation for client and staff issues. This role monitors and prioritizes the Service Desk phone line, e‑mail message queues and automated request queue to ensure that all incidents and requests are resolved according to service level agreements and properly escalated when necessary.

• Resolves technical issues with operating systems, hardware, software and network connectivity. Escalates issues as needed.
• Answers end‑user technology questions and provides general information regarding departmental computing policies and service agreements.
• Ensures metrics and service level agreements are upheld.
• Contributes to and helps maintain the Knowledge Base.
• May develop, maintain and/or disseminate departmental or functional specific policies and procedures. May also be responsible for maintaining a departmental standard operating procedures (SOP) manual if available.
• Uses a ticketing system to manage assigned cases. Logs all activities and case updates. Creates and maintains accurate asset records for all devices worked on.

• High School Diploma

• Associate's degree is preferred.
• Prior experience working in a customer service environment, call center or desktop support role. Approximately 2 years of phone support is required.
• Prior experience using Service Now is strongly preferred.

• Demonstrated experience with an IT Service Management ticketing system.
• Demonstrated experience supporting end‑user services technology, including Windows and Mac OS desktop support, iOS and Android mobile device support and Exchange support.
• Demonstrated ability to troubleshoot Apple and Windows computers, smartphones, tablets and printers.
• Demonstrated knowledge of Citrix environment.

No specific licenses or certifications required.

• Position requires long periods of time in a sitting position;
  Ability to work flexible hours, including weekends, early mornings and/or late nights. It is a remote position, however, occasional travel to the office to attend meetings or other scheduled events might be required. Occasional meetings or clinical staff interactions in typical patient care areas may be required, though direct patient exposure is not expected.

Cornell welcomes students, faculty, and staff with diverse backgrounds and offers world‑class education and career opportunities. Employment is based on merit and there is no discrimination based on protected characteristics or status. Cornell engages in affirmative action in employment for qualified protected veterans, qualified individuals with disabilities, and other protected classes as required under law.