IT Support Analyst II

Cornell University

IT Support Analyst providing remote and on-site support for workstations and mobile devices within an IT Operations team. Troubleshooting end-user technology issues and maintaining support documentation in NYC.

Posted 6/6/2026full-timeNew York City • New York • 🇺🇸 United StatesJuniorMid-Level💰 $4,434 - $5,000 per hourWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT SupporttroubleshootingWindows desktop supportMac OS desktop supportiOS supportAndroid supportnetwork connectivity troubleshootingCitrixvirtualization technologiesticketing system

Soft Skills

customer serviceproblem-solvingteam collaborationindependent workcommunicationescalation managementattention to detailtime managementadaptabilitymentoring

Tools & Technologies

ticketing systemKnowledge BaseSOP manualasset managementremote support toolsdiagnostic toolsIoT devicesprintersmobile devicesdesktop computers

Certifications & Qualifications

CompTIA A+Cisco Certified Network Associate (CCNA)Microsoft Certified Solutions Expert (MCSE)HDI Desktop SupportITIL Foundations

Industry Keywords

Enterprise environmentend-user servicessecurity standardsservice level agreementshardware refreshoffice relocationtechnical resourcesdepartmental policiesoperating proceduresremote offices

Tech Stack

Tools & technologies

AndroidCitrixiOSIoTITSM

About the role

Key responsibilities & impact

Provides remote and on-site support for workstations, laptops, printers, mobile, IoT and peripheral devices
Fields customer questions and problems and resolves issues independently or partners with IT technical resources
Assists junior analysts, as needed, prior to determining need for escalation
Researches, resolves and responds to incidents and requests reported by customers regarding end-user devices
Uses systems and diagnostic tools to troubleshoot issues
May develop, maintain and/or disseminate departmental policies and procedures
Responsible for maintaining departmental standard operating procedures (SOP) manual
Triages complex issues that span across multiple technologies (Ex: Networking, Security)
Addresses IT tickets at remote offices across multiple locations within NYC
Uses a ticketing system to manage assigned cases and logs all activities and case updates
Creates and maintains asset records for all devices worked on
Configures desktops, laptops, Operating Systems, mobile devices, printers, and IoT devices
Ensures that all devices meet institutional security standards prior to connecting them to the network
Answers end-user technology questions and provides information regarding departmental computing policies and service agreements
Ensures metrics and service level agreements are upheld
Provides timely response to customers
Contributes to and helps maintain the Knowledge Base
Coordinates and executes large scale hardware refreshes and office relocation projects
Provides white-glove service to Senior/Executive Leadership as needed

Requirements

What you’ll need

Bachelor's Degree
Significant related experience (4+ years directly related) can be considered in lieu of degree
Minimum of 2 years of IT Support in an Enterprise environment
Following certifications not required, but preferred: CompTIA A+, Cisco Certified Network Associate (CCNA), Microsoft Certified Solutions Expert (MCSE), HDI Desktop Support and/or ITIL Foundations
Demonstrated experience with an IT Service Management ticketing system
Demonstrated experience supporting end-user services technology, including Windows and Mac OS desktop support, iOS and Android mobile device support and Exchange support in an Enterprise environment
Demonstrated ability to troubleshoot Apple and Windows computers, smartphones, tablets, printers, and IoT Devices
Familiarity in navigation of various and generic OS/GUI systems of devices
Demonstrated knowledge of Citrix environment and virtualization technologies
Familiar with escalation processes regarding other technology groups
Demonstrated experience with network connectivity troubleshooting
Able to work in both individual contributor and team setting to accomplish goals
Demonstrated ability to work with minimal supervision in various remote offices and locations throughout NY.

Benefits

Comp & perks

Health insurance
Paid time off
Flexible work arrangements
Professional development opportunities