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Title: IT Support Specialist II - Service Desk

Org Unit: Service Desk

Work Days: Weekdays and some weekends

Weekly Hours: 35.00

Exemption Status: Non-Exempt

Salary Range: $36.54 - $41.04

*As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices

Position Summary

Reporting to the Service Desk Supervisor, provides support for all incidents and requests, ensuring that they are resolved according to service level agreements, properly escalates tickets when necessary and monitors phone and ticket queues to ensure best customer experience. Follows direction of Service Desk Supervisor, Support Services Manager and other leadership in ITS to achieve the mission of the Service Desk.

Job Responsibilities

+ Handles calls, chats, and emails as assigned while adhering to the schedule set out by the Service Desk Supervisor and/or Support Services Manager.

+ Manages all assigned work using ticketing system. Logs all activities and case updates in a timely and detailed manner.

+ Creates and maintains accurate asset records for all devices worked on. Updates and manages IP address assignments in database.

+ Provides clear ownership and resolution of incidents logged by the team to agreed SLA’s and KPI’s.

+ Gains extensive familiarity with departmental and organizational policies, processes, departmental structure and leadership.

+ Identify root causes of problems and provides feedback to improve Service Operations processes and technologies. Contributes heavily to the Knowledge Base, adding and editing articles.

+ Oversees the prioritization of tickets, ticket and ACD queue management, scheduling and resource planning to ensure service levels are met.

+ Oversees, assists, and helps coach and train level one technicians in all Service Desk processes and procedures.

+ Takes weekly turns handling Major Incident Communications.

Education

+ High School Diploma

Experience

+ High School or Equivalency diploma required. Associate’s degree in related field preferred. Bachelor’s degree in Computer Science highly preferred. Significant relevant experience can be substituted for formal education.

+ IT Support experience and knowhow – Minimum of Four Years of Phone support of desktops and laptops running MacOS and Windows and experience with mobile device support. Prior Level 2 or higher level support experience highly desired.

+ Experience with Service Now for incident, problem, and task management is preferred.

+ Previous hospital or medical IT Experience a plus.

+ ITIL Foundations Certified a plus.

Knowledge, Skills and Abilities

+ Must be proficient in troubleshooting Apple and Windows computers, smartphones, tablets, and printers.

+ Ability to plan and prioritize work while responding to rapidly changing priorities.

+ Must possess excellent customer service and communication skills, both written and verbal.

+ Detailed oriented and has the ability to work on multiple projects, prioritize and meet deadlines.

+ Must be able to prioritize work and manage time efficiently.

+ Team player; enjoys working collaboratively as part of a team as well as working independently to produce results.

+ Willingness to learn new systems and skills.

+ Ability to define technical issues/obstacles, collect data, establish fact, and draw valid conclusions.

+ Complies with Institutional, ITS and Service Desk policies and procedures and fosters this compliance in more junior staff.

+ Has a continuous desire to improve themselves and the team and accepts constructive criticism well.

Licenses and Certifications

Working Conditions/Physical Demands

+ Must be willing to work flexible hours, which may include early mornings and/or late nights depending on project requirements.

+ 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 be required. Occasional meetings or clinical staff interactions in typical patient care areas may be required, though direct patient exposure is not expected. As a technology services professional you will have exposure and/or access to confidential information, including highly regulated and highly sensitive data, as part of your normal duties. Such data may include protected health information personally identifiable information, student and financial data, staff data and research data. Access to data within systems that contain significant portions of confidential records will be necessary to do your job however, viewing of that information in individual detail is generally incidental. The privacy training course is required to be completed annually by all employees.

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.