Desktop Support Technician

Desktop Support Technician 

About Cornell Information Technologies’ Desktop Services Team 

Cornell Information Technologies’ Desktop Services Team supports the academic and administrative mission at Cornell. We 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.

Team Collaboration & Administration:

• 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.

If you're looking for an opportunity to combine technical expertise with meaningful customer impact in a collaborative and mission-driven environment, we invite you to apply and become part of Cornell's technology community. Apply today with your resume and cover letter and help power the technology that supports teaching, research, and administration at one of the world's leading universities!

What We Need

A cover letter and resume outlining your interest and how your experience and goals align with the potential for mutual success in the role are required for consideration.

• 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 writing, with audiences at all levels of the organization.

• Attention to detail and ability to document issues and problems thoroughly. 

• Self-motivated and able to develop an in-depth understanding of a broad range of enterprise IT services, applications, and technologies.

• Demonstrated analytical, problem-solving, reasoning, and judgment skills.

• Ability to work effectively with a team to resolve complex technical issues across a broad range of technologies and applications.  

• Demonstrated ability to develop and maintain working knowledge of a broad range of applications and systems in a highly dynamic environment.

• Must possess and maintain a valid New York State driver's license. Out-of-state employees must obtain and provide proof of a NYS license within 30 days of starting employment; will be required to operate a motor vehicle (your own vehicle or Cornell-owned) to travel to/from job sites.

• Must be able to support public safety or law enforcement personnel and successfully complete a criminal justice background check.

• Ability to cultivate and develop inclusive working relationships with students, faculty, staff, and community members.  

It Would Be a Bonus if You Have Any of the Following

• Experience using TeamDynamix or a comparable IT service management and ticketing platform.

• Familiarity with Cornell's IT environment.

• Experience supporting Microsoft 365 applications and services in an enterprise environment.

Important Notes About Applying

• A cover letter and resume outlining your interest and how your experience and goals align with the potential for mutual success in the role are required for consideration. 

• There is no relocation assistance available for this position.

• There is no visa sponsorship available for this position.

• This position is based in Ithaca, New York and requires regular on-site attendance Monday through Friday during standard business hours (8:00 a.m. to 4:30 p.m.).

• Occasional after-hours support is required, including participation in a rotating on-call schedule. While the position is primarily on-site, limited hybrid work opportunities may be available based on demonstrated performance, operational needs, and departmental approval.

• The role also requires flexibility to accommodate changing business needs, including occasional short-notice travel within the Ithaca area and periodic increased on-campus presence.

Rewards and Benefits

• This position is eligible for a hybrid work arrangement. The first 90 days will be fully onsite for training and onboarding.  After that time, a hybrid schedule may be considered starting with offering a one-day remote option.  The hybrid arrangement for this position is not expected to exceed 2 days remote and 3 days in the office. A fully onsite work arrangement is also an option for this role. The university reserves the right to modify, suspend, revoke or terminate the hybrid work arrangement at any time.

• Cornell receives national recognition as an award-winning workplace for our health, wellbeing, and sustainability.

• Our benefits programs include comprehensive health care options, generous retirement contributions, access to wellness programs, and employee discounts with local and national retail brands. We invite you to follow this link to get more information about our benefits: Understand Your Benefits | Working at Cornell.

• Our leave provisions include health and personal leave, three weeks of vacation and 13 holidays: Martin Luther King, Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving and the day after, and an end of the year winter break from December 25-January 1. To offer greater flexibility for observing faiths and traditions we also offer two additional floating holidays. Learn more about our generous leave provisions: Holiday and Accrued Time Off | Working at Cornell

• 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. Learn more about our extensive educational benefits: Education Benefits | Working at Cornell

• Follow this link to learn more about the Total Rewards of Working at Cornell:

Total Rewards | Working at Cornell.

Visa sponsorship is not available for this position.

Relocation Assistance is not available for this position.

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Non-Union Positions

Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring 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

• Academic Discipline

To learn more about Cornell’s non-union staff job titles and pay ranges, see Career Navigator.

Union Positions

The hiring rate of pay for the successful candidate will be determined in accordance with the rates in the respective collective bargaining agreement. To learn more about Cornell’s union wages, see Union Pay Rates.

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For general questions about the position or the application process, please contact the Recruiter listed in the job posting or email mycareer@cornell.edu.

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EEO Statement:

Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of “... any person ... any study.” No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual’s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds. We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply. Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRAA) and qualified individuals with disabilities under Section 503 of the Rehabilitation Act. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.