Technical Support Provider (Onsite); Ithaca, NY

Job Description

Technical Support Provider (Onsite); Ithaca, NY

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Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty and staff of all identities and backgrounds. We strongly encourage individuals from underrepresented and/or marginalized identities to apply.

Technical Support Provider (Onsite)

About the College of Arts and Sciences

As the oldest, largest, and most academically diverse college at Cornell, the College of Arts and Sciences serves as “the nexus of discovery and impact” and is committed to world-class excellence. Located on Cornell’s main campus in Ithaca, the College remains the center of Cornell’s academic universe. Its research and teaching span the humanities and performing arts, biological and physical sciences and mathematics, and the social sciences. It offers extraordinary breadth and depth in its programs of study, a world-renowned faculty that includes international leaders in their respective disciplines, and cutting-edge research and technical facilities. It provides a high-quality liberal arts education to its own students, and introductory instruction in basic disciplines to almost all undergraduates in the other colleges at Cornell.

The College has over 500 tenure-stream faculty, over 400 other academics and 300+ non-academic staff in approximately 40 academic departments and programs, a student population of 4,600 undergraduates and 1,300 graduate students spread across 27 academic buildings (~850,000 nsf). The overall College budget exceeds $400M, and total research expenditures by Arts and Sciences investigators exceed $100M.

The Opportunity

While position responsibilities vary, every member of our community is expected to foster a culture of belonging and a psychologically healthy work environment by communicating across differences; being cooperative, collaborative, open, and welcoming; showing respect, compassion, and empathy; engaging and supporting others regardless of background or perspective; speaking up when others are being excluded or treated inappropriately; and supporting work/life integration of oneself and others.

Close Attention to detail. High energy personality. Excellent research and problem-solving skills. Sense of humor.

The College of Arts & Sciences is reimagining the liberal arts model of education. Our diverse and expansive academic community embraces collaboration, active and experiential learning models and a commitment to research and scholarly excellence.

Under general supervision of the Arts & Sciences IT Director, provide computer support for academic and administrative departments in Rockefeller and Clark halls. Serve as backup support for members of the Chemistry and Physics IT support team.

Support both faculty and staff in several departments, in a broad and diverse environment. Maintain & upgrade Mac and Windows computers, diagnose hardware/software/network problems, and perform installations and repairs. Responsible for Windows and MacOS client security and for ensuring devices conform to college and university policies. Support & train faculty and staff in the use of internet and general office productivity software and provide basic support documentation.

This full-time position is expected to work on campus.

What We Need

Required Qualifications

• Bachelor’s degree and 1 to 2 years relevant experience or equivalent combination of education and experience.
• Two or more years of computer support experience.
• Proficient in supporting computer hardware and software (Both MacOS and Windows) in a moderately complex environment.
• Familiarity with computer security software & concepts (anti-malware, firewalls, etc.).
• Experience with backup software and concepts.
• Ability to prioritize/diagnose/troubleshoot a high volume of complex user problems and affect their resolution quickly in a fast-paced environment.
• Knowledge of TCP/IP connectivity and configuration.
• Experience with “In-Person” end-user support.
• Work well independently and with a wide variety of users possessing varying cultural backgrounds and computing skills.
• Ability to communicate with customers in a professional manner, both written and verbal.
• Superb customer service and excellent communication skills are necessary, as is an ability to adapt approach, language, and style to different audiences.
• Exceptional problem-solving skills, high attention to detail, and a strong work ethic.
• Flexible and willing to learn, adapt and thrive in a changing IT environment.
• Ability to cultivate and develop inclusive and equitable working relationships with students, faculty, staff, and community members.
• Experience in and/or demonstrated commitment to supporting diversity, equity, access, inclusion, and wellbeing.

• No Visa Sponsorship is available for this position.
  

• Employees are expected to meet all of the Cornell University Staff Skills for Success, which are essential for individual and organizational success.
  

Preferred Qualifications

• Experience with Active Directory and/or JAMF administration.
• Familiarity with the general computing/networking and support environment (e.g., Active Directory, Configuration Manager, JAMF & TeamDynamix) at Cornell University.
• Proficient with MacOS and Windows OS in a networked and managed environment.

What We Offer

Rewards and Benefits

• Cornell receives national recognition as an award-winning workplace for our health, wellbeing, sustainability, and diversity initiatives.
• Our benefits programs include comprehensive health care options, generous retirement contributions, access to wellness programs, and employee discounts with local and national retail brands. We invite you to follow this link to get more information about our benefits: https://hr.cornell.edu/benefits-pay.
• Follow this link to learn more about the Total Rewards of Working at Cornell: https://hr.cornell.edu/jobs/your-total-rewards.
• Our leave provisions include three weeks of vacation and 13 holidays: Martin Luther King, Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving and the day after, and an end of the year winter break from December 25-January 1.
• Cornell’s impressive educational benefits include tuition-free Extramural Study and Employee Degree Program, tuition aid for external education, and Cornell Children’s Tuition Assistance Program.

Familiarize yourself with Cornell’s COVID-19 workplace guidance as well as the university’s COVID-19 services and information.

University Job Title:

IT Support Asst IV

Job Family:

Information Technology

Level:

E

Pay Rate Type:

Hourly

Pay Range:

$26.38 – $30.66

Remote Option Availability:

Fully Onsite

Company:

Endowed

Contact Name:

Maria Avila

Job Titles and Pay Ranges:

Non-Union Positions

Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring rate of pay for the successful candidate will be determined considering the following criteria:

• Prior relevant work or industry experience
• Education level to the extent education is relevant to the position
• Unique applicable skills
• Academic Discipline (faculty pay ranges reflects 9-month annual salary)

To learn more about Cornell’s non-union staff job titles and pay ranges, see Career Navigator.

Union Positions

The hiring rate of pay for the successful candidate will be determined in accordance with the rates in the respective collective bargaining agreement. To learn more about Cornell’s union wages, see Union Pay Rates.

Current Employees:

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Online Submission Guidelines:

Most positions at Cornell will require you to apply online and submit both a resume/CV and cover letter. You can upload documents either by “dragging and dropping” them into the dropbox or by using the “upload” icon on the application page. For more detailed instructions on how to apply to a job at Cornell, visit How We Hire on the HR website.

Employment Assistance:

For general questions about the position or the application process, please contact the Recruiter listed in the job posting or email mycareer@cornell.edu.

If you require an accommodation for a disability in order to complete an employment application or to participate in the recruiting process, you are encouraged to contact Cornell University’s Office of Institutional Equity and Title IX at voice (607) 255-2242, or email at equity@cornell.edu.

Applicants that do not have internet access are encouraged to visit your local library, or local Department of Labor. You may also visit the office of Workforce Recruitment and Retention Monday – Friday between the hours of 8:30 a.m. – 4:30 p.m. to use a dedicated workstation to complete an online application.

Notice to Applicants:

Please read the required Notice to Applicants statement by clicking here. This notice contains important information about applying for a position at Cornell as well as some of your rights and responsibilities as an applicant.

EEO Statement:

Diversity and Inclusion are a part of Cornell University’s heritage. We are a recognized employer and educator valuing AA/EEO, Protected Veterans and Individuals with Disabilities. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations. Cornell University is an innovative Ivy League university and a great place to work. Our inclusive community of scholars, students, and staff impart an uncommon sense of larger purpose, and contribute creative ideas to further the university’s mission of teaching, discovery, and engagement.

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