IT Support Specialist I

Position Summary

Delivers first tier phone support while acting as first point of escalation for client and staff issues. 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.

Job Responsibilities

• Solves 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.

Education and Experience

• High School Diploma
• Prior experience working in a customer service environment, call center or desktop support role.
• About 2 years of phone support is required.
• Prior experience using ServiceNow is strongly preferred.

Knowledge, Skills and Abilities

• 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.

Licenses and Certifications

No specific licenses or certifications are required for this role.

Position Requirements

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

Equal Opportunity Employer

Cornell University welcomes students, faculty, and staff from diverse backgrounds 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.