As a member in Cornell Information Technologies (CIT) Advanced Client Support team the IT Support Specialist (Level 2 Change Management) provides advanced IT support in change, incident, and event management, service request and fulfillment, provisioning services, systems status monitoring and IT alert support services to the Cornell global community through the IT Service Desk.
Services supported include a broad range of desktop and enterprise applications, voice and data services, network and desktop infrastructure, mobile devices, system monitoring applications and change requests to infrastructure configurations. Support provided to end users and other technical support providers is via phone, email, and/or in person. This position may work closely with and may require providing or gathering information for unit, local technical support and/or service owner/managers. 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 includes monitoring the submission and tracking of change requests, conduct weekly CIT Change Advisory Board (CCAB) meetings to maintain an effective CIT change management process. In addition, this position serves as a part of the IT Service Desk Level 2, systems monitoring and event manager after hours on-call team with subject matter expertise for IT support issues and works with management to streamline operational support processes in change, incident and problem management.
Bachelor's degree, more than 3 years and less than 5 years experience of equivalent. Minimum 3 years experience in Information Technology end user support, IT Service Desk OR direct customer technical support experience in another industry.
Knowledge of ITIL change management process.
Knowledge of Cornell's IT Service Desk operation and Level 1and 2 support processes and procedures.
Advanced knowledge in two or more of the following areas: change management, enterprise IT services / applications, voice and data technologies / services, desktop personal computing applications.
Knowledge of commonly-used concepts, best practices, and procedures for end user technical support, change management, desktop support or service request fulfillment.
Strong customer service and interpersonal skills; excellent phone etiquette.
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.
Self-motivated ability to develop in depth understanding of a broad range of enterprise IT services, applications and technologies.
Must demonstrate strong relationship building skills, well-developed problem-solving abilities, analytical, reasoning and judgment skills.
Can develop, document, improve and streamline support processes and procedures.
Ability to perform root cause analysis of complex technical issues across a broad range of technologies and applications.
Ability to plan, schedule and conduct meetings for technical, customer service staff and management.
Strong documentation skills with ability to document support processes, procedures, and technical solutions.
Associate's or Bachelor's degree in a business or technical field a plus.
Skilled in both Windows and Mac operating system platforms.
Advanced (Level 2 or higher) technical support experience.
ITIL Foundations certification a plus.
Experience with Remedy incident and change management a plus.
Knowledge of active directory.
Experience with MS Office 365.
When applying through our system, please remember to attach your application materials (Resume/Cover Letter/CV) in either Microsoft Word or PDF format. In the Experience section of your application, use the 'Drop Files Here' box to manually drag document(s) into your application. For a more detailed description and instructions on how to apply online please click here as an external candidate or click here if you are an internal candidate. Please note: Cornell Employees must apply through the Internal Cornell Career site.
No Visa sponsorship is available for this position.
No relocation assistance is available for this position
University Job Title:
IT Support Assoc III
Pay Rate Type:
Number of Openings:
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
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 Uni...versity'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.