Hybrid Desktop Support Technician — Client IT Expert

Cornell University; Town of Ithaca (NY); Hybrid; USD 41,000 - 47,000; Full time

Benefits offered by this job

Hybrid work arrangement

Tuition benefits

Generous leave: vacation + holidays

Job summary

Cornell University is seeking a Desktop Support Technician to join the Desktop Services Team in Ithaca, NY. You will deliver advanced tech support for Windows, Mac, devices, and enterprise apps while collaborating with IT colleagues to ensure secure, reliable services.

You will assist faculty and staff via phone, email, chat, and on-site visits, documenting issues and contributing to continuous improvement efforts.

Qualifications

• Bachelor's degree and at least one year of experience providing proficient desktop support and administration for both Windows and Mac operating systems.
• 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 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.

Responsibilities

• Provide advanced support for desktop computing environments, mobile devices, enterprise applications, and network connectivity.
• Work directly with customers through phone, email, chat, remote support tools, and in-person interactions.
• 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.
• 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.
• Contribute to technology projects and special initiatives.
• Complete required university compliance training.
• Support process improvements and operational enhancements as needed.

Skills

Desktop support

Windows

MacOS

Customer service

Communication

Documentation

Team collaboration

Education

Bachelor's degree

Tools

SCCM

Jamf

Job description

Cornell University is seeking a Desktop Support Technician to join the Desktop Services Team in Ithaca, NY. You will deliver advanced tech support for Windows, Mac, devices, and enterprise apps while collaborating with IT colleagues to ensure secure, reliable services.

You will assist faculty and staff via phone, email, chat, and on-site visits, documenting issues and contributing to continuous improvement efforts.