IT Support Analyst II

Cornell University

. Provide remote and on-site support for workstations, laptops, printers, mobile, IoT, and peripheral devices .

Posted 9/17/2026full-timeNew York City • New York • United StatesJuniorMid-Level💰 $44 - $50 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Support within an Enterprise environment, focusing on troubleshooting and configuring end-user devices, maintaining security standards, and managing IT service requests effectively. Proficient in utilizing ticketing systems and providing high-level support to diverse user groups.

Highest-signal resume keywords

IT Support ExperienceWindows And Mac OS SupportIT Service Management Ticketing SystemNetwork Connectivity TroubleshootingCompTIA A+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingDevice ConfigurationNetwork Connectivity ManagementOperating System SupportIoT Device SupportApplication Issue ResolutionSecurity Standards ComplianceKnowledge Base MaintenanceAsset Record ManagementIncident Escalation

Soft Skills

Customer ServiceTeam CollaborationIndependent WorkFlexible SchedulingCommunication

Tools & Technologies

Ticketing SystemCitrix EnvironmentVirtualization TechnologiesDiagnostic ToolsStandard Software

Certifications & Qualifications

CompTIA A+CCNAMCSEHDI Desktop SupportITIL Foundations

Industry Keywords

Enterprise EnvironmentEnd-User DevicesStandard Operating ProceduresService-Level AgreementsPrivacy Training

Tech Stack

Tools & technologies

AndroidCitrixiOSIoTITSM

About the role

Key responsibilities & impact

Provide remote and on-site support for workstations, laptops, printers, mobile, IoT, and peripheral devices
Research, resolve, and respond to customer incidents and requests involving end-user devices and some application issues
Use systems and diagnostic tools to troubleshoot, resolve, or escalate issues
Develop, maintain, and disseminate departmental or functional policies and procedures
Maintain the departmental standard operating procedures manual when available
Triage complex issues spanning networking, security, and multiple technologies
Address IT tickets at remote offices and buildings across multiple NYC locations and boroughs
Manage assigned cases in a ticketing system, log activities and updates, and maintain accurate asset records
Assist clinical departments with dedicated support coverage
Manage and configure device network connectivity, including port activation and IP assignment
Configure desktops, laptops, operating systems, mobile devices, printers, and IoT devices with standard software, network connectivity, and user configurations
Ensure devices meet institutional security standards for encryption, management, and protection before network connection
Answer end-user technology questions and provide information about computing policies and service agreements
Uphold metrics and service-level agreements and provide timely customer responses
Contribute to and maintain the Knowledge Base
Coordinate and execute large-scale hardware refreshes and office relocation projects
Provide white-glove service to senior and executive leadership
Assist junior analysts before escalating incidents to other technology groups

Requirements

What you’ll need

Bachelor's Degree, or significant related experience (4+ years directly related) in lieu of degree
Minimum of 2 years of IT Support in an Enterprise environment
Experience with an IT Service Management ticketing system
Experience supporting Windows and Mac OS desktop support, iOS and Android mobile devices, and Exchange in an Enterprise environment
Ability to troubleshoot Apple and Windows computers, smartphones, tablets, printers, and IoT devices
Familiarity with generic OS/GUI systems
Knowledge of Citrix environment and virtualization technologies
Familiarity with escalation processes regarding other technology groups
Experience with network connectivity troubleshooting
Ability to work independently and in a team setting
Ability to work with minimal supervision in remote offices and locations throughout New York
Ability to work flexible hours, including weekends, early mornings and/or late nights
Light travel between NYC office locations required
Ability to move computer equipment or similar objects up to approximately 25 lbs.
Annual completion of required privacy training
CompTIA A+, CCNA, MCSE, HDI Desktop Support, and/or ITIL Foundations certifications preferred, not required

Benefits

Comp & perks

Flexible hours, including weekends, early mornings and/or late nights
Light travel between office locations
Annual privacy training
Cornell University diversity, inclusion, and affirmative-action employment commitments