Desktop Support Technician

About This Role

Providing advanced technical support to administrative offices across the university is the core of this Desktop Support Technician role. You will be a trusted technology partner, helping faculty and staff stay connected, productive, and secure by troubleshooting complex issues, deploying and supporting a wide range of devices and applications, and collaborating with technical teams to deliver seamless IT services.

Responsibilities

• Provide advanced troubleshooting and technical support for Windows and macOS computers, iOS devices, enterprise applications, email, calendaring, and network connectivity
• Respond to service requests and incidents through multiple support channels, ensuring timely communication and resolution
• Perform root-cause analysis to identify and resolve complex technical issues
• Install, configure, maintain, and support hardware, operating systems, and software applications
• Deploy and rebuild computers using SCCM, Jamf, and other desktop management tools
• Coordinate with technical teams and service providers across Cornell to resolve issues and implement solutions
• Support customers both remotely and on-site at university locations
• Document troubleshooting activities, resolutions, and recommendations in support systems
• Escalate issues appropriately while ensuring continuity of service and customer satisfaction
• Assist with testing and evaluation of technology services, applications, and support processes
• Work closely with colleagues and leadership to solve problems and improve service delivery
• Participate in staff meetings, onboarding activities, training programs, and service launches
• Maintain accurate administrative records and complete required documentation
• Follow established departmental policies, procedures, and service standards
• Contribute to technology projects and special initiatives
• Complete required university compliance training
• Support process improvements and operational enhancements as needed

Requirements

• Bachelor
• Strong customer service, interpersonal, and relationship-building skills, with the ability to establish and maintain effective working relationships with individuals and departments supported by this position
• Demonstrated ability to communicate effectively and professionally, both verbally and in writing, with audiences at all levels of the organization
• Attention to detail and ability to document issues and problems thoroughly
• Self-motivated and able to develop an in-depth understanding of a broad range of enterprise IT services, applications, and technologies
• Demonstrated analytical, problem-solving, reasoning, and judgment skills