IT Support Specialist II - Smart Desk

Location: Midtown

Org Unit: Smart Desk

Work Days:

Weekly Hours: 35.00

Exemption Status: Non-Exempt

Salary Range: $39.78 - $44.78

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

Position Summary

Reporting to the Smart Desk Manager and/or the Smart Desk Team Leads, provides support for all incidents and requests, ensuring that they are resolved according to service level agreements and properly escalating tickets when necessary. While not a supervisor, this role is a leader on the team and is expected to be able to function with limited supervision to accomplish the Smart Desk's mission(s).

Job Responsibilities

• Manages all assigned work using ticketing system. Logs all activities and case updates in a timely and detailed manner.
• Creates and maintains accurate asset records for all devices worked on. Updates and manages IP address assignments in database.
• Provides clear ownership and resolution of incidents logged by the team to agreed SLA’s and KPI’s.
• Provides training and coaching to level one technicians. Resolves more complex technical issues, working closely with other groups as needed. Responds to requests for emergency issues.
• Gains extensive familiarity with departmental and organizational policies, processes, departmental structure and leadership.
• Works closely with team leads to help identify root causes of problems and provides feedback to improve USG processes and technologies. Contributes heavily to the Knowledge Base, adding and editing articles.
• On a rotating basis with other assigned staff, handles on call responsibilities for after-hours contingencies.
• As needed, steps in and provides supervision of the Service Desk function to ensure its good and continuous operation.

Education

High School Diploma

Experience

Associate’s degree in related field preferred. Bachelor’s degree in Computer Science is highly desired. Significant relevant experience can be substituted for formal education. End-user Services technology experience and knowhow – Desktop support with mobile device support, Mac OS, Windows, and Exchange. Minimum three years of experience working in customer service environment, call center or desktop support. Advanced troubleshooting skills of a wide variety of PC and Macintosh hardware and software. Experience with reporting on and meeting typical metrics (FCR, MTR, ASA etc) in an IT Service Desk or IT Help Desk environment. Experience with Service Now for incident, problem, and task management is desired. Excellent computer and customer service skills with tact in dealing with demanding customers, including, but not limited to Microsoft Office 365, Windows 7, Mac OS, Mobile devices desired. Previous hospital or medical IT Experience a plus. ITIL Foundations Certified a plus. Experience with advanced metrics and scheduling, i.e. Erlang model, in an IT Service Desk or IT Help Desk environment helpful.

Knowledge, Skills and Abilities

• Must be proficient in troubleshooting Apple and Windows computers, smartphones, tablets, and printers.
• Ability to plan and prioritize work while responding to rapidly changing priorities.
• Must possess excellent customer service and communication skills, both written and verbal.
• Detailed oriented and has the ability to work on multiple projects, prioritize and meet deadlines.
• Must be able to prioritize work and manage time efficiently.
• Sets the example in Professionalism, Positive Attitude and Esprit De Corps be it regarding appearance, punctuality, attitude, or a sense of urgency and empathy for customers.
• Team player; enjoys working collaboratively as part of a team as well as working independently to produce results.
• Willingness to learn new systems and skills.
• Ability to define technical issues/obstacles, collect data, establish fact, and draw valid conclusions.
• Seasoned to require little to no supervision to accomplish the vast majority of support tasks and projects.
• Complies with Institutional, ITS and Service Desk policies and procedures and fosters this compliance in more junior staff.
• Has a continuous desire to improve themselves and the team and accepts constructive criticism well.

Licenses and Certifications

Working Conditions/Physical Demands

Must be willing to work flexible hours, which may include early mornings and/or late nights depending on project requirements. The role is 100% on site in the office. Candidates must have no issues with being full time on site. It is possible that there will be occasional requirements to work from home, and candidates must have the ability to do that but candidates must be accepting of the idea that this is a 100% in the office role that may never have a work from home component. Position requires working in an office environment where some physical discomforts such as dust, dirt, noise and the like are present. Ability to work off-hours and weekends, as well as travel between office locations, primarily within NYC Ithaca, is required. Occasional meetings or clinical staff interactions in typical patient care areas may be required though direct patient exposure is not expected. 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.