IT Support Engineer Lead, Information Technology: SC Johnson College of Business

Cornell University • Ithaca, MI

19d • $65,447 - $75,632 • Onsite

About The Position

The IT Support Engineer Lead provides technical leadership for the SC Johnson College of Business IT support team, performing and overseeing advanced support functions to ensure continuity, stability, and effectiveness of technology services. The role supervises student employees, leads projects involving the Client Services Team, and coordinates cross-functional initiatives. It combines technical expertise and operational oversight with accountability for service delivery aligned with institutional IT priorities and organizational goals.

The position is based onsite in Ithaca, New York, and is a full-time salaried role. It provides end-user support and maintenance in the college desktop computing environment, including PC/Mac hardware, peripherals, business systems, and Apple devices. The role also manages the ticket queue, supports user training and documentation, provides limited server support, and helps maintain system configuration records and organizational standards. The successful candidate will work with faculty, staff, students, IT@Cornell, vendors, and other stakeholders.

Requirements

• Bachelor’s degree.
• 2 to 4 years of relevant desktop support experience.
• Strong computer hardware and software support skills.
• Excellent customer service, responsiveness, and problem-solving skills.
• Strong verbal and written communication and interpersonal skills.
• Ability to work independently or as part of a team and complete tasks in a timely manner.
• Ability to cultivate and develop inclusive working relationships with students, faculty, staff, and community members.

Nice To Haves

• Linux experience.

Responsibilities

• Supervise client services student employees, including hiring, training, scheduling, workload management, work assignment, and performance matters.
• Serve as acting Associate Director of Client Services & Customer Experience during periods of absence, maintaining leadership and operational oversight.
• Provide technical leadership to other IT support staff.
• Manage the ticketing queue by assigning tickets, updating status, and regularly communicating with stakeholders about issues and service requests.
• Lead projects and serve as technical advisor for department projects involving the Client Services Team.
• Attend special interest groups, working groups, and project team meetings, and share relevant information with the team.
• Document, develop, and conduct technology training for faculty and staff.
• Attend industry conferences to stay current on technologies and collaborate with industry peers.
• Provide end-user support and maintenance within the college desktop computing environment.
• Install, diagnose, repair, maintain, and upgrade PC/Mac hardware and equipment.
• Support devices running complex business systems for functional needs.
• Investigate and resolve moderate to highly complex user questions concerning PCs, Macs, and peripherals.
• Assist the Associate Director with policy-setting, research, and planning for the Client Services team.
• Provide limited server support.
• Manage and maintain Apple device deployments, including configuration, security compliance, software distribution, and troubleshooting across macOS and iOS environments.
• Develop and maintain a system configuration management program to document information system assets and ensure organizational standards.
• Run diagnostics and simulate or recreate complex user problems to resolve operating difficulties.
• Participate in projects and other assigned duties, including responsibilities that may occasionally fall above or below the current classification.
• Complete required university compliance training and attend relevant training to develop job-related skills.

Benefits

• Medical, dental, prescription drug, and vision coverage options.
• Paid time off and leave provisions, including vacation, health and personal time, holidays, and parental leave.
• 403(b) College and University Retirement Plan.
• Employee Degree Program and opportunities to take classes to enrich career skills.
• New York’s 529 College Savings Program.
• Cornell Children’s Tuition Scholarship.
• Flexible work options.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level