COE/CIS is a large academic entity with approximately 3,200 faculty, staff, graduate students, and undergraduates. The Information Technology Service Group (ITSG) provides administrative, faculty, and research IT assistance to the College of Engineering, Computing and Information Science, and Cornell Tech in partnership with Cornell's Central IT unit. Members of this team work collaboratively to provide Applications and Reporting, Infrastructure, Instructional, Desktop, Network, Research, Security, and Web support.
Department and Position Background
Our teams provide administrative, academic, and research Information Technology support to the faculty, staff, and students of the College of Engineering, Computing and Information Science, and Cornell Tech Campus in partnership with IT@Cornell.
As a member of our team, you will report to the End User Support Team Lead and provide high quality desktop, end user, lab, and customer support to your embedded department as well as backup support for neighboring departments. You will work closely with other ITSG teams to resolve IT issues.
What are Cornell's rewards and benefits?
We hope you appreciate great benefits. Cornell receives national recognition, as an award-winning workplace for our health, wellbeing, sustainability, and diversity initiatives.
Our benefits program includes comprehensive health care options, access to wellness programs, employee discounts with local and national retail brands, and generous retirement contributions.
Our leave provisions include three weeks of vacation and 12 holidays: e.g., an end-of-year winter break, from December 25 through New Year's Day.
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.
As an End User Support Team member, you will provide Tier 1 IT support for our world class faculty, staff, and student communities at our Ithaca, NY campus. You use your customer service skill to work closely with user community to understand their needs, identifying and recommending computing resources and solutions. Your support will enable the College of Engineering, Computing and Information Science, and the Cornell Tech communities to achieve Cornell's academic mission.
You will Configure and maintain the desktop and lab environments of your area; including Linux, Windows, and Mac operating systems, printers, basic applications, and hardware support.
Contribute to maintaining computer and network security. Understanding and complying with departmental, college, university, NY State, and Federal laws/mandates. Conducting regular self-audits and supporting IT Team and the community in the event of compromises.
Assist faculty, academic, and research needs as required. Including support for specialized operating systems, applications and hardware configurations. Troubleshoot server and network support issues. Setup and troubleshoot Distance Learning and AV classes and meetings, including occasion after hour's support and travel Cornell Tech Campus locations.
You will with IT and department management to ensure standards and processes are up to date and followed. Document activities via ticketing and wiki systems, including materials necessary for disaster recovery.
A minimum of two years' experience in an enterprise desktop support role.
As the role provides advice and problem resolution for a community, excellent human relations skills are very important.
Strong team member, interpersonal, organizational, written and verbal communication skills necessary.
Must be able to analyze needs and solve problems in a highly interrelated, networked computing environment in Computing and Information Science. This involves understanding the interactions of multiple services on several different computer operating systems using a variety of network protocols.
Strong ability to rapidly learn and understand technical material and to communicate technical information clearly to people with a wide range of technical sophistication.
Organizational skills, the ability to manage multiple tasks at the same time, and the ability to take initiative are essential, as well as the ability to work under pressure.
Bachelor's degree or equivalent experience is preferred.
Experience with Linux, Macintosh and Microsoft products is preferred.
Experience in video conferencing technology is preferred
Typically lifts 10-20lbs, Close Visual Concentration, Limited exposure to hazards
Visa sponsorship and relocation assistance are not available for this position.
University Job Title:
IT Support Asst IV
Pay Rate Type:
Number of Openings:
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