Cornell University, a nationally ranked Ivy League institution, is looking for an IT Support Engineer within the Alumni Affairs & Development (AAD) division in Ithaca, NY.

In the role of IT Support Engineer for AAD, you will be part of an IT team that is responsible for maintaining, supporting, and optimizing the computing environment and technical support operations for AAD. This position is responsible for administering various back end and SaaS technologies that we leverage in support of our computing infrastructure, including but not limited to Microsoft Active Directory, Microsoft Group Policy, Microsoft SCCM, and JAMF Apple Device Management. This position is also responsible for providing desktop and user support services. This is a great opportunity to work in a role that features an exciting and engaging variety of IT responsibilities, and you will make a daily impact in a division that is consistently one of the top fundraising programs in the nation, focused on building and maintaining relationships with alumni, parents, and friends, and offering a supportive and forward-thinking community.

The IT Support position resides within the AAD Advancement Information Systems (AIS) team as part of AAD Operations and reports to the Manager of Technology Services. AIS oversees, implements, maintains, and supports the technology ecosystem for AAD including endpoints, infrastructure, and various information systems unique to AAD’s mission. AAD AIS partners with Cornell Information Technologies (CIT) on the delivery and support of centrally supported technologies.

AAD is devoted to cultivating an inclusive culture that values each staff member’s unique perspective, qualifications, and experience, which results in creating a culture of belonging that reinforces a respectful and non-discriminatory workplace.  If you are excited about being a part of such an organization, this role could be for you!

As the IT Support Engineer, you will be responsible for maintaining, supporting, and optimizing the computing environment and technical support operations for AAD.

Responsibilities of this position include:

Install, configure, and maintain endpoint management technologies (including but not limited to Active Directory, Group Policy, SCCM, JAMF, FileMaker Server, and SaaS applications).

Serve as a primary resource for specialized/discipline-specific software or systems.

Run diagnostics; simulate or recreate moderately complex to complex user problems to resolve operating difficulties.

Plan, schedule, test, and coordinate software system upgrades.

Ensure workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions; recommend and may approve new and updated technologies and integrity of the computing environment following university-recommended guidelines.

Provide recommendations regarding hardware and system software planning and budgeting.

Evaluate new products/technologies to determine impact on existing system configurations.

Meet with vendors and clients on a regular basis to identify remedies and implement solutions or preventive measures.

Consult with experts on the resolution of complex, multi-component failures.

Ensure that the user community understands and adheres to necessary procedures to maintain security.

Conduct hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines.

Identify, investigate, research, and resolve moderately complex to complex problems; provide support for issues that first-tier support is unable to resolve.

Provide complex technical computing support & related services to customers.

Deploy, configure, and maintain user desktops.

Recommend system modifications to reduce user problems.

Provide technical leadership and supervision of student help desk staff.

Interface with campus IT teams and special interest groups to identify and correct complex problems.

Create documentation of common performance problems and corresponding resolutions to share with organizational staff.

A/V and event technical consulting, planning, and support.

To be successful in the role, you will:

Possess excellent customer service skills, and a positive, professional attitude

Respond to and resolve customer issues in a timely and professional manner.

Foster a welcoming and respectful environment.

Demonstrate flexibility and initiative on a regular basis.

Possess excellent interpersonal and communication skills.

Be able to work independently with minimal supervision.

Required Qualifications

Bachelor’s degree with 2-4 years’ experience or equivalent combination.

Experience working in a diverse computing support environment.

In-depth understanding of Windows and Mac operating systems, LAN environment, and hardware platforms.

Extensive experience utilizing network-based computer management tools and troubleshooting hardware/software/network problems.

Experience with administering endpoint management tools for PC/Mac.

Proven track record of excellent customer service and a history of solving root cause issues in a timely manner.

Excellent interpersonal skills and strong written and oral communication skills.

Ability to interface with user community verbally and with written documentation. Must be able to document procedures and processes for internal use and user-facing communications.

Enjoys working in a team environment and helping others.

Experience in and/or demonstrated commitment to supporting diversity, equity, access, inclusion, and wellbeing.

Passionate about working in an organization that values and promotes diversity, equity, inclusion, anti-racism, and wellbeing. 

This position is located in Ithaca, NY with the opportunity to work remote 1 day per week.

Rewards and Benefits

We hope you appreciate great benefits. Cornell receives national recognition as an award-winning workplace for our health, wellbeing, sustainability, and diversity initiatives.

Our benefits program includes comprehensive healthcare options, access to wellness programs, employee discounts with local and national retail brands, and generous retirement contributions.

Our leave provisions include three weeks of vacation and 12 holidays: e.g., an end-of-year winter break, from December 25th through January 1st.

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.

We invite you to follow this link to get more information: https://hr.cornell.edu/summaries-benefits.

For full consideration, please submit your cover letter and resume with your application.

No visa sponsorship is available for this position.

   

University Job Title:

IT Support Engineer II

Job Family:

Information Technology

Level:

E

Pay Rate Type:

Salary

Pay Range:

$62,079.00 - $72,145.00

Remote Option Availability:

Hybrid

Company:

Endowed

Contact Name:

Laura Clark

Job Titles and Pay Ranges:

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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

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2025-03-24