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# IT Support Engineer Lead, Information Technology: SC Johnson College of Business

- **Company:** Cornell University
- **Location:** Ithaca, NY, United States (Remote available)
- **Experience:** Expert
- **Salary:** $65,447.0 - $75,632.0
- **Contract:** Permanent contract
- **Skills:** Apple IOS, Business Systems, Information Systems, System Configuration, Desktop Computing, Linux, Server Supported Gaming, Software Distribution, Computer Equipment, Information Technology
- **Published:** October 20, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=64278dd5045aa0a7

## About the Role

* Bachelor's degree
 * 2 to 4 years of experience of relevant desktop support experience
 * Strong skills in computer hardware/software support
 * Excellent customer service and a high degree of responsiveness and problem-solving skills are a must.
 * Strong verbal and written communication and interpersonal skills.
 * The ability to work in a team, or independently, completing tasks in a timely manner.
 * Ability to cultivate and develop inclusive working relationships with students, faculty, staff, and community members.

## Description

The IT Support Engineer Lead provides technical leadership for the IT support team, performing and overseeing advanced support functions to ensure the continuity, stability, and effectiveness of technology services. The position is responsible for supervising student employees, leading projects involving the Client Services Team, and coordinating cross-functional initiatives. This role requires strong technical expertise, operational oversight, and accountability for service delivery, while ensuring alignment with institutional IT priorities and organizational goals., * Supervise client services student employees which includes hiring, training, scheduling, managing workload, assigning work, handling performance issues, etc.

 * Serve as acting Associate Director of Client Services & Customer Experience during periods of absence, ensuring continuity of leadership and operational oversight.
 * Provide technical leadership to other IT support staff.
 * Manage a ticketing queue system, assigning tickets to team members, updating the status and communicating on a regular basis with stakeholders on their issue or service request.
 * Act as a project lead and serve as technical advisor for any department projects that involve the client services team.
 * Attend special interest groups, working groups, project team meetings and disseminate information to the rest of the team.
 * Document, develop and conduct user training to faculty and staff on information technologies infrastructure.
 * Attend industry conferences to stay abreast of modern technologies and collaborate and network with industry peers.

Technical Support (30%):

 * Provide end-user support and maintenance within the college desktop computing environment.
 * Install, diagnose, repair, maintain, and upgrade PC/Mac hardware and equipment to ensure optimal workstation performance.
 * Support devices running complex business systems for all functional needs.
 * Identify, investigate and resolve moderate to highly complex user questions regarding PC/Mac and peripherals.
 * Assist Associate Director with policy-setting, research and planning for the Client Services team.
 * Provides limited server support. Linux experiences desired.
 * Ability to provide quality customer service.

System Administrator (15%):

 * Manage and maintain Apple device deployments, ensuring proper configuration, security compliance, software distribution, and troubleshooting across macOS and iOS environments.
 * Develop and maintain system configuration management program to document organizational information system assets and ensure organizational standards.
 * Run diagnostics; simulate or recreate complex user problems to resolve operating difficulties.

Other position-related responsibilities (5%):

 * Participate in projects or other duties as assigned with occasional work responsibility falling above or below current classification.
 * Completion of any university required compliance trainings.
 * Attend trainings in relevant areas to gain additional job relevant skills.