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Title: IT Support Analyst II

Org Unit: Desktop Support

Work Days:

Weekly Hours: 35.00

Exemption Status: Non-Exempt

Salary Range: $41.21 - $48.79

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

Position Summary

Provides remote and on-site support for workstations, laptops, printers, mobile, IoT and peripheral devices. This role fields customer questions and problems and uses technical knowledge to independently resolve the issue, or partner with the appropriate IT technical resource to identify the solution. This role also assists junior analysts, as needed, prior to determining need for escalation.

Job Responsibilities

+ Researches, resolves and responds to incidents and requests reported by customers regarding end-user devices, (e.g. workstations, printers, etc.) along with some ancillary support for application issues.

+ Uses systems and diagnostic tools to troubleshoot issues, either resolving the issue at hand or escalating to the appropriate technical expert.

+ May develop, maintain and/or disseminate departmental or functional specific policies and procedures. Will also be responsible for maintaining departmental standard operating procedures (SOP) manual if available.

+ Triages complex issues that span across multiple technologies (Ex: Networking, Security).

+ Addresses IT tickets at remote offices and buildings across multiple locations within NYC, including the boroughs.

+ 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.

+ Assists clinical departments with coverage in a dedicated support capacity.

+ Manages and configures devices' network connectivity, from port activation to IP assignment.

+ Configures desktops, laptops, Operating Systems, mobile devices, printers, and IoT devices, providing them with standard software, full network connectivity and user configurations and preferences.

+ Ensures that all devices meet institutional security standards in regards to encryption, management, and protection prior to connecting them to the network.

+ Answers end-user technology questions and provides general information regarding departmental computing policies and service agreements.

+ Ensures metrics and service level agreements are upheld. Provides timely response to customers, in accordance with service level agreements.

+ Contributes to and helps maintain the Knowledge Base.

+ Coordinates and executes large scale hardware refreshes and office relocation projects.

+ Provides white-glove service to Senior/Executive Leadership as needed.

+ Assists junior analysts with incidents when able, prior to escalating to another technology group as needed.

Education

+ Bachelor's Degree

Experience

+ Significant related experience (4+ years directly related) can be considered in lieu of degree.

+ Minimum of 2 years of IT Support in an Enterprise environment.

+ Following certifications not required, but preferred: CompTIA A+, Cisco Certified Network Associate (CCNA), Microsoft Certified Solutions Expert (MCSE), HDI Desktop Support and/or ITIL Foundations.

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 in an Enterprise environment.

+ Demonstrated ability to troubleshoot Apple and Windows computers, smartphones, tablets, printers, and IoT Devices.

+ Familiar in navigation of various and generic OS/GUI systems of devices.

+ Demonstrated knowledge of Citrix environment and virtualization technologies.

+ Familiar with escalation processes regarding other technology groups.

+ Demonstrated experience with network connectivity troubleshooting.

+ Able to work in both individual contributor and team setting to accomplish goals.

+ Demonstrated ability to work with minimal supervision in various remote offices and locations throughout NY.

Licenses and Certifications

Working Conditions/Physical Demands

+ Ability to work flexible hours, including weekends, early mornings and/or late nights.

+ Position requires working in an office environment where there are some physical discomforts such as dust, dirt and noise.

+ Light travel between office locations, primarily within NYC is required.

+ Occasional meetings or clinical staff interactions in typical patient care areas may be required, though direct patient exposure is not expected.

+ Occasional moving of computer equipment or similar objects up to approximately 25 lbs. may be required.

+ 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.