IT Support Specialist I

Cornell University

IT 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

Tech Stack

Tools & technologies

AndroidiOSITSMServiceNow

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

phone supporttechnical issue resolutionoperating systems supporthardware supportsoftware supportnetwork connectivityWindows supportMac OS supportiOS supportAndroid support

Soft Skills

communicationproblem-solvingcustomer serviceprioritizationteam collaboration

Certifications

High School DiplomaAssociate's degree