IT Service Support Specialist
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Cornell University is the federal land-grant institution of New York State, a private endowed university, and a member of the Ivy League. Information Technologies (IT) is a strategic enabler for many functions at Cornell. Staff working in IT are found not only in the central Cornell Information Technologies (CIT) unit, but also in most colleges and units across Cornell. We are comprised of many organizations, but we work as one. By being where Cornell faculty, staff, and students are, we are able to offer services-whether needed at the desktop or to solve a major business, academic or research objective-to everyone at Cornell. To find out more, please follow this link: IT@Cornell.
Technology is an enabling force behind the work being done at Cornell. The entire Cornell community depends on our talented centralized IT group to provide support for all technology-related needs. CIT is composed of 7 teams: IT Administration, IT Security Office, IT Communication and Documentation, the Project Management Office, Customer Service & Support, Enterprise Applications, and Infrastructure Services.
What you will do:
This position provides advanced IT service support with an initial focus on voice, data requests for services regarding trouble management, service request and fulfillment, provisioning, scheduling, and billing to the Cornell global community. This position also responds to trouble tickets for voice, data, Wi-Fi, and other IT related services. This position does not perform field work, and in most cases, do not design solutions - rather she/he assists customers on day-to-day tickets, acting as a pivotal point in resolving requests.
This position may work closely with unit or local technical support providers / telecom coordinators and may require providing or gathering information for unit or local technical support needs. Solid customer service skills, advanced analytical/diagnostic abilities and excellent communication skills, both written and verbal, are essential to success in this position. IT Service support is provided to end users and other technical support providers via phone, chat, email, service management systems, and/or in person.
Exercising initiative, creativity, accuracy and judgment, design, develop, and implement technology-enabled solutions to meet the on-going needs of the university. Provide support for the management, utilization, and integrity of university data.
This position is located in Ithaca, New York. The successful applicant will be asked to perform this role remotely at a location in the United States.
The New York Convenience of employer guidelines require New York State individual tax reporting and withholdings for this position. Additional individual state income tax filings may also be required if working temporarily outside New York State.
What will you have:
Associate with a minimum of 3 - 5 years of related experience in end user support, Customer Service Desk or direct customer technical support experience in another industry, or equivalent combination of education and experience.
End user support experience Customer Desk OR direct customer technical support experience in another industry, or equivalent combination of education and experience.
Knowledge of voice and data technologies services, enterprise IT services / applications, provisioning and billing methodologies.
Knowledge of commonly-used concepts, best practices, and procedures for end user technical support, service request fulfillment, provisioning, and charge back/billing.
Strong customer service and interpersonal skills; excellent phone etiquette.
Strong self-management and time management skills. Ability to work closely with a distributed, remote work group.
Able to communicate effectively and professionally verbally and in writing to audiences at all levels.
Attention to detail and ability to document issues and problems thoroughly.
Self-motivated ability to develop in depth understanding of a broad range of enterprise IT services, applications and technologies.
Must demonstrate strong relationship building skills, well-developed problem-solving abilities, analytical, reasoning and judgment skills.
Ability to perform root cause analysis of complex technical issues across a broad range of technologies and applications.
What is desired:
College degree in a business or technical field a plus.
Skilled in both Windows and Mac operating system platforms.
Advanced (Level 2 or higher) technical support help desk experience.
Solid knowledge of Cornell's IT Infrastructure Services operation, Level 1, and Level 2 support processes and procedures.
Experience with Team Dynamix trouble ticketing system and Pinnacle a plus.
Knowledge of Voice and Data delivery methods, chargeback processes, and provisioning services.
Experience with Call Center Management systems a plus.
Experience with MS Office suite of products.
Experience with traditional and VOIP Telecommunications a plus.
What we offer:
Great benefits that include educational benefits, access to a plethora of wellness programs, employee discounts with local and national retail brands, health care options to choose from, generous paid leave provisions: 3 weeks of vacation, 12 university paid holidays (including end of year winter break through New Year's Day) and superior retirement contributions.
An active and diverse community to work and thrive in! Cornell is situated in picturesque Ithaca, New York, the heart of the Finger Lakes. Ithaca is home to two academic institutions, state parks, waterfalls, gorges, and a wide range of art galleries, theaters, eateries, wineries, and breweries. Ithaca has something to suit all ages and interests!
No Visa sponsorship is available for this position.
University Job Title:IT Support Asst IV
Job Family:Information Technology
Pay Rate Type:Hourly
Contact Name:Cyndi Morris
Number of Openings:1
Job Titles and Pay Ranges:
To learn more about Cornell's non-union staff job titles and pay ranges, see Career Navigator. The final 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.
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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.2021-03-01-08:00