Edtech.com's Summary

Cornell University is hiring an IT Support Engineer Lead, Information Technology: SC Johnson College of Business. The role provides technical leadership for the college's IT support team, overseeing advanced desktop support and supervising the client services student employees. The lead also manages the ticket queue, leads projects involving the Client Services Team, and steps in as acting Associate Director of Client Services & Customer Experience during absences.

Highlights

Supervise client services student employees, including hiring, training, scheduling, assigning work, and handling performance issues, and provide technical leadership to other IT support staff.
Manage the ticketing queue by assigning tickets to team members, tracking their status, and keeping stakeholders updated on their requests.
Serve as project lead and technical advisor on department projects involving the client services team, and fill in as acting Associate Director of Client Services & Customer Experience when needed.
Provide end-user support for the college's desktop computing environment, installing, diagnosing, repairing, and upgrading PC and Mac hardware and resolving moderately to highly complex user issues.
Manage Apple device deployments across macOS and iOS, covering configuration, security compliance, software distribution, and troubleshooting, and maintain a configuration management program that documents IT assets.
Document, develop, and deliver training for faculty and staff on IT infrastructure, and provide limited server support, where Linux experience is desired.
Bachelor's degree and 2 to 4 years of relevant desktop support experience, with strong hardware and software support skills and excellent customer service, communication, and problem-solving abilities.
Salary range of $65,447 to $75,632 for a full-time, on-site position in Ithaca, NY.

IT Support Engineer Lead, Information Technology: SC Johnson College of Business Full Description

Remote Type:

Onsite

Location:

Ithaca (Main Campus)

Time Type:

Full time

Job Requisition ID:

WDR-00061926

Our College:

Leading at the intersection of people, business, and technology, the Cornell SC Johnson College of Business is one of the most comprehensive business schools in the nation and includes many areas of expertise not found in any other leading institution. The college is comprised of the university's three accredited business schools, each of which is recognized as among the best in higher education: the Charles H. Dyson School of Applied Economics and Management, the Samuel Curtis Johnson Graduate School of Management, and the Cornell Peter and Stephanie Nolan School of Hotel Administration. Our academic research; industry and community engagement; and undergraduate, graduate, and professional degree programs all reflect the future of business: flexible, collaborative, and cross-disciplinary. The college community includes 232 research faculty, 46,000 alumni, and nearly 3,300 undergraduate, professional, and graduate students. The SC Johnson College of Business has an unparalleled resource base from which to draw-within the college, Cornell Tech in New York City, and Cornell University broadly.

Our Team:

The SC Johnson College of Business Information Technology (IT) department plays a critical role in the success of the College by providing the technology and systems required to fulfill the mission. Our team members collaborate and partner with customers, IT@Cornell, top peer business schools, and vendors to solve problems, provide innovative and valuable business solutions, and share knowledge and resources across the campus. The intimate knowledge of the business functions of the college, the IT department’s collaborative personal relationships with the customers and the pride in what they do helps to set them apart. The department enhances the ability for college personnel to do their jobs effectively and make their lives easier and more productive by providing flexible and user-friendly technology solutions which are helpful and provide a positive user experience. The department is agile and responds quickly as the priorities and needs change. The IT department believes in an ongoing investment in strengthening the team, in professional staff development and continually improving workplace satisfaction.

This Position:

The IT Support Engineer Lead provides technical leadership for the IT support team, performing and overseeing advanced support functions to ensure the continuity, stability, and effectiveness of technology services. The position is responsible for supervising student employees, leading projects involving the Client Services Team, and coordinating cross-functional initiatives. This role requires strong technical expertise, operational oversight, and accountability for service delivery, while ensuring alignment with institutional IT priorities and organizational goals.

The full Staff Position Description (SPD) is included in the posting language.

Key responsibilities of the position include:

Technical Lead (50%):

Supervise client services student employees which includes hiring, training, scheduling, managing workload, assigning work, handling performance issues, etc.
Serve as acting Associate Director of Client Services & Customer Experience during periods of absence, ensuring continuity of leadership and operational oversight.
Provide technical leadership to other IT support staff.
Manage a ticketing queue system, assigning tickets to team members, updating the status and communicating on a regular basis with stakeholders on their issue or service request.
Act as a project lead and serve as technical advisor for any department projects that involve the client services team.
Attend special interest groups, working groups, project team meetings and disseminate information to the rest of the team.
Document, develop and conduct user training to faculty and staff on information technologies infrastructure.
Attend industry conferences to stay abreast of modern technologies and collaborate and network with industry peers.

Technical Support (30%):

Provide end-user support and maintenance within the college desktop computing environment.
Install, diagnose, repair, maintain, and upgrade PC/Mac hardware and equipment to ensure optimal workstation performance.
Support devices running complex business systems for all functional needs.
Identify, investigate and resolve moderate to highly complex user questions regarding PC/Mac and peripherals.
Assist Associate Director with policy-setting, research and planning for the Client Services team.
Provides limited server support. Linux experiences desired.
Ability to provide quality customer service.

System Administrator (15%):

Manage and maintain Apple device deployments, ensuring proper configuration, security compliance, software distribution, and troubleshooting across macOS and iOS environments.
Develop and maintain system configuration management program to document organizational information system assets and ensure organizational standards.
Run diagnostics; simulate or recreate complex user problems to resolve operating difficulties.

Other position-related responsibilities (5%):

Participate in projects or other duties as assigned with occasional work responsibility falling above or below current classification.
Completion of any university required compliance trainings.
Attend trainings in relevant areas to gain additional job relevant skills.

Required Qualifications:

Bachelor’s degree
2 to 4 years of experience of relevant desktop support experience
Strong skills in computer hardware/software support
Excellent customer service and a high degree of responsiveness and problem-solving skills are a must.
Strong verbal and written communication and interpersonal skills.
The ability to work in a team, or independently, completing tasks in a timely manner.
Ability to cultivate and develop inclusive working relationships with students, faculty, staff, and community members.

Rewards & Benefits at Cornell:

This position is a full-time position based in Ithaca, NY, and is eligible for Endowed Benefits. Visa sponsorship and relocation assistance are not available for this position. If interested in applying please include a cover letter with your application.

Cornell has been nationally recognized as an award-winning workplace for our health, wellbeing, sustainability, and diversity initiatives. Cornell’s key benefits include:

Health Care – Several plan options for a medical, dental, prescription drug, and vision care coverage.
Generous Paid Time Off & Leave Provisions with flexible work options – This includes vacation time, health and personal time, holidays, and parental leave.
Retirement Plans – Employees are eligible for the 403(b) College and University Retirement Plan
Education – Options include the Employee Degree Program, taking classes to enrich your career skills, New York’s 529 College Savings Program, and Cornell Children’s Tuition Scholarship.

University Job Title:

IT Support Engineer II

Job Family:

Information Technology

Level:

Pay Rate Type:

Salary

Pay Range:

$65,447.00 - $75,632.00

Remote Option Availability:

Onsite

Company:

Endowed

EEO Statement:

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 (VEVRAA) 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.

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IT Support Engineer Lead, Information Technology: SC Johnson College of Business

Edtech.com's Summary

IT Support Engineer Lead, Information Technology: SC Johnson College of Business Full Description

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