About the College of Veterinary Medicine

The College of Veterinary Medicine at Cornell University is recognized internationally as a leader in public health, biomedical research, animal medicine, and veterinary medical education. Ranked consistently as one of the best veterinary colleges in the nation, the college's strength is due to its strategic breadth of focus areas and its depth of expertise in each of those areas; the achievements of its faculty, staff, alumni, and students; and its commitment to diversity and inclusiveness.   

About the Department of Veterinary Medicine Information

The Cornell University College of Veterinary Medicine Information Technology (VMIT) department is comprised of Systems Support, Systems Administration, and Applications Development. They collaborate with the IT Service Groups (ITSGs), and a variety of partners and stakeholders, to manage the IT infrastructure and provide college-wide services to the Cornell College of Veterinary Medicine community.

This position provides first level end user support, incident management, service request and fulfillment, provisioning services, systems status monitoring, and desktop support services to all members of the College of Veterinary Medicine community.

The Opportunity

Are you passionate about technology and providing exceptional customer service? Do you enjoy solving problems and helping others succeed with technology? Join our team as a Technical Support Professional (TSP) and become a key part of our IT support network, helping faculty, staff, and students thrive in their academic and research endeavors.

As a Technical Support Professional, you will be the first point of contact for end users, providing a wide range of technical support services including desktop and enterprise applications, mobile devices, and network infrastructure. You will need excellent customer service skills, the ability to analyze and diagnose technical problems, and strong communication skills (both written and verbal) to be successful in this role.

Key Responsibilities:

Offer first-level support through phone, chat, email, and in-person interactions.Diagnose and resolve issues with desktop software, operating systems (Windows, Mac OS), mobile devices (Android, iOS), and network connectivity.Assist with IT security concerns, including virus removal, phishing remediation, and network quarantine.Support email and calendar applications (Outlook, Gmail, Apple Mail) as well as audio/visual systems and printers.Install and configure software, manage hardware maintenance, and ensure compliance with security and licensing protocols.Collaborate with network and software engineering teams to troubleshoot and resolve more complex technical issues.Managing IT support tickets from start to finish, ensuring timely and accurate resolution.Creating and maintaining technical documentation and knowledge base articles for both users and other support professionals.Assisting with training IT staff, including students, contractors, and regular employees.Contributing to ongoing improvement initiatives to enhance IT services and processes.

We offer a supportive and inclusive environment where your ideas are valued. You'll have the opportunity to continuously learn and grow with access to training, certifications, and development opportunities. Plus, you will play a key role in maintaining a reliable and secure IT environment for our community.

If you’re excited about using your technical skills to make a difference, we encourage you to apply with your resume and cover letter. Apply today to be part of a dynamic team dedicated to supporting the technological needs of our community.

The appointment will be for two years with the possibility of renewal dependent on available work, continued funding, and successful performance. This role requires availability during standard business hours (Monday through Friday, 8:00 a.m. to 4:30 p.m.), with occasional after-hours support for special projects or events.

    

What We Need

All applications must include a resume and cover letter for full consideration.

Associate’s degree and at least two years of experience in Information Technology end user support, IT Service Desk, or direct customer service experience in another industry; or an equivalent combination of education and relevant experience. Foundational knowledge in one or more of the following areas: desktop personal computing applications, enterprise IT services/applications, voice, or data technologies/services Knowledge of commonly used concepts, best practices, and procedures for end user technical support, desktop support, and service request fulfillment Strong customer service skills, and excellent phone etiquette Ability to communicate effectively and professionally, verbally and in writing, with customers at all levels of the organization. Attention to detail with the ability to document issues and resolutions thoroughly, and to escalate when necessary.  Self-motivated with the ability to learn and understand a broad range of enterprise IT products and services, applications, and technologies. Must demonstrate strong relationship building skills, well-developed problem-solving abilities, analytical, reasoning, and judgment skills. Ability to work within a defined service agreement, and consistently follow documented processes and procedures. Passionate about working in an organization that values and promotes diversity, equity, inclusion, anti-racism, and wellbeing. Ability to cultivate and develop inclusive and equitable working relationships with students, faculty, staff, and community members. Must have and maintain a valid driver’s license; may be required to operate a motor vehicle (your own vehicle or Cornell-owned) to travel to/from job sites. 

If you have all those things, great! We have a few more things that we would prefer you to have, but it’s ok if you don’t.

Associate or bachelor’s degree in a business or technical field.Skilled in both Windows and Mac operating system platforms. Experience with Team Dynamix ticketing system. Knowledge of active directory. Experience with MS Office 365. 

Rewards and Benefits

This position is based in Ithaca, New York, and is fully on-site.Cornell receives national recognition as an award-winning workplace for our health, wellbeing, sustainability, and diversity initiatives.Our benefits programs include comprehensive health care options, generous retirement contributions, access to wellness programs, and employee discounts with local and national retail brands. We invite you to follow this link to get more information about our benefits: https://hr.cornell.edu/benefits-pay.Follow this link to learn more about the Total Rewards of Working at Cornell: https://hr.cornell.edu/jobs/your-total-rewards.Our leave provisions include health and personal leave, three weeks of vacation and 13 holidays: Martin Luther King, Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving and the day after, and an end of the year winter break from December 25-January 1.Cornell's impressive educational benefits include tuition-free Extramural Study and Employee Degree Program, tuition aid for external education, and Cornell Children's Tuition Assistance Program.

No visa sponsorship or relocation assistance is available for this position.

   

Familiarize yourself with Cornell's COVID-19 workplace guidance as well as the university's COVID-19 services and information.

  

University Job Title:

IT Support Asst III

Job Family:

Information Technology

Level:

D

Pay Rate Type:

Hourly

Pay Range:

$25.56 - $29.71

Remote Option Availability:

Onsite

Company:

Contract College

Contact Name:

Brad Stock

Job Titles and Pay Ranges:

Non-Union Positions

Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring 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

Academic Discipline

To learn more about Cornell’s non-union staff job titles and pay ranges, see Career Navigator.

Union Positions

The hiring rate of pay for the successful candidate will be determined in accordance with the rates in the respective collective bargaining agreement. To learn more about Cornell’s union wages, see Union Pay Rates.

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EEO Statement:

Diversity and Inclusion are a part of Cornell University’s heritage. We are a recognized employer and educator valuing AA/EEO, and we do not tolerate discrimination based on any protected characteristic, including race, ethnic or national origin, citizenship and immigration status, color, sex/gender, 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. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law. 

Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty, and staff to all identities and backgrounds. We encourage individuals from underrepresented and/or marginalized identities to apply.

2024-09-09