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 bas