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IT Support Specialist I
Cornell UniversityIT Support Specialist providing first-tier phone support within a service desk role. Resolving technical issues while ensuring service level agreements are upheld and incidents are logged properly.
Posted 6/16/2026full-timeMidtown • New York • 🇺🇸 United StatesJuniorMid-Level💰 $33 - $38 per hourWebsite
ATS Keywords
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Hard Skills
phone supporttechnical issue resolutionoperating systems supporthardware supportsoftware supportnetwork connectivityWindows supportMac OS supportiOS supportAndroid support
Soft Skills
communicationproblem-solvingcustomer serviceprioritizationteam collaboration
Tools & Technologies
ServiceNowIT Service Management ticketing systemKnowledge Base
Certifications & Qualifications
High School DiplomaAssociate's degree
Industry Keywords
end-user servicesservice agreementsdepartmental computing policies
Tech Stack
Tools & technologiesAndroidiOSITSMServiceNow
About the role
Key responsibilities & impact- Delivers first tier phone support while acting as first point of escalation for client and staff issues
- Monitors and prioritizes the Service Desk phone line, e-mail message queues and automated request queue
- Resolves technical issues with operating systems, hardware, software and network connectivity
- Answers end-user technology questions and provides general information regarding departmental computing policies and service agreements
- Contributes to and helps maintain the Knowledge Base
- Uses a ticketing system to manage assigned cases
Requirements
What you’ll need- High School Diploma
- Associate's degree preferred
- Approximately 2 years of phone support required
- Prior experience using ServiceNow strongly preferred
- 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.
Benefits
Comp & perks- Health insurance
- Flexible working hours
- Professional development opportunities