IT Support Specialist I

Under direct supervision, delivers first tier phone support while acting as first point of escalation for client and staff issues. This role 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., * Resolves 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.

• High School Diploma, * Associate's degree is preferred.
• Prior experience working in a customer service environment, call center or desktop support role. Approximately 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

Working Conditions/Physical Demands

• Position requires long periods of time in a sitting position; Ability to work flexible hours, including weekends, early mornings and/or late nights. It is a remote position, however, 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.

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 (VEVRRA) 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.