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Weill Cornell Medical College IT Support Analyst I in New York, New York

Position Summary

Provides remote and on-site support for workstations, laptops, printers, mobile, IoT and peripheral devices. This role fields customer questions and problems and uses technical knowledge to independently resolve the issue, or partner with the appropriate IT technical resource to identify the solution.

Job Responsibilities

  • Uses systems and diagnostic tools to troubleshoot issues, either resolving the issue at hand or escalating to the appropriate technical expert.

  • Triages complex issues that span across multiple technologies (Ex: Networking, Security).

  • Addresses IT tickets at remote offices and buildings across multiple locations within NYC, including the boroughs.

  • Uses a ticketing system to manage assigned cases. Logs all activities and case updates. Creates and maintains accurate asset records for all devices worked on.

  • Manages and configures devices' network connectivity, from port activation to IP assignment.

  • Configures desktops, laptops, Operating Systems, mobile devices, printers, and IoT devices, providing them with standard software, full network connectivity and user configurations and preferences.

  • Ensures that all devices meet institutional security standards in regards to encryption, management, and protection prior to connecting them to the network.

  • Answers end-user technology questions and provides general information regarding departmental computing policies and service agreements.

  • Ensures metrics and service level agreements are upheld. Provides timely response to customers, in accordance with service level agreements.

  • Contributes to and helps maintain the Knowledge Base.

  • Coordinates and executes large scale hardware refreshes and office relocation projects.

  • Provides white-glove service to Senior/Executive Leadership as needed.


  • High School Diploma


Associate's degree is preferred.

Approximately 2 years providing IT Support in an Enterprise Environment.

Knowledge, Skills and Abilities

  • 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 in an Enterprise environment.

  • Demonstrated ability to troubleshoot Apple and Windows computers, smartphones, tablets, printers, and IoT Devices.

  • Familiar in navigation of various and generic OS/GUI systems of devices.

  • Demonstrated knowledge of Citrix environment and virtualization technologies.

  • Demonstrated experience with network connectivity troubleshooting.

  • Able to work in both individual contributor and team setting to accomplish goals.

  • Demonstrated ability to work with minimal supervision in various remote offices and locations throughout NY.

Licenses and Certifications

Working Conditions/Physical Demands

Ability to work flexible hours, including weekends, early mornings and/or late nights.

Position requires working in an office environment where there are some physical discomforts such as dust, dirt and noise.

Light travel between office locations, primarily within NYC is required.

Occasional meetings or clinical staff interactions in typical patient care areas may be required, though direct patient exposure is not expected.

Occasional moving of computer equipment or similar objects up to approximately 25 lbs. may be required.

As a technology services professional you will have exposure and/or access to confidential information, including highly regulated and highly sensitive data, as part of your normal duties. Such data may include protected health information personally identifiable information, student and financial data, staff data and research data. Access to data within systems that contain significant portions of confidential records will be necessary to do your job however, viewing of that information in individual detail is generally incidental. The privacy training course is required to be completed annually by all employees.

Weill Cornell Medicine is a comprehensive academic medical center that's committed to excellence in patient care, scientific discovery, and the education of future physicians in New York City and around the world. Our doctors and scientists-faculty from Weill Cornell Medical College, Weill Cornell Graduate School of Medical Sciences, and the Weill Cornell Physician Organization-are engaged in world-class clinical care and cutting-edge research that connect patients to the latest treatment innovations and prevention strategies. Located in the heart of the Upper East Side's scientific corridor, Weill Cornell Medicine's powerful network of collaborators extends to its parent university Cornell University; to Qatar, where an international campus offers a U.S. medical degree; and to programs in Tanzania, Haiti, Brazil, Austria and Turkey. Our medical practices serve communities throughout New York City, and our faculty provide comprehensive care at NewYork-Presbyterian Hospital/Weill Cornell Medical Center, NewYork-Presbyterian/Lower Manhattan Hospital, and NewYork-Presbyterian/Queens. At Weill Cornell Medicine, we work together to treat each individual, not just their conditions or illnesses, as we strive to deliver the finest possible care for our patients - the center of everything we do. Weill Cornell Medicine is an Equal Employment Opportunity Employer. Weill Cornell Medicine provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.