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

Cornell University • Ithaca, NY

17d • Onsite

About The Position

The IT Support Engineer Lead provides technical leadership for the Cornell SC Johnson College of Business IT support team, performing and overseeing advanced support functions to maintain 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, operational oversight, and accountability for service delivery while aligning work with institutional IT priorities and organizational goals.

The position is based onsite in Ithaca, New York, and is full-time. The successful candidate will provide desktop support and maintenance, manage Apple device deployments, and help develop and maintain system configuration documentation. The role also includes serving as acting Associate Director of Client Services & Customer Experience during absences. The position is eligible for Cornell’s Endowed Benefits. Visa sponsorship and relocation assistance are not available.

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 assignments, and performance matters.
• Serve as acting Associate Director of Client Services & Customer Experience during absences, maintaining leadership continuity and operational oversight.
• Provide technical leadership to other IT support staff.
• Manage the ticketing queue by assigning tickets, updating statuses, 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 information technology infrastructure training for faculty and staff.
• Attend industry conferences to stay current on technology and collaborate and network with industry peers.
• Provide end-user support and maintenance within the college desktop computing environment.
• Install, diagnose, repair, maintain, and upgrade PC and Mac hardware and equipment.
• Support devices running complex business systems for functional needs.
• Investigate and resolve moderate to highly complex user questions involving 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.
• 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, complete required university compliance training, and attend relevant training to develop job-related skills.

Benefits

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

What This Job Offers

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