Tech Support Specialist

Tech Support Specialist

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Salary

$24. 40 - $39. 03 Hourly

Location

Dobbs Ferry, NY

Job Type

Full Time Staff

Job Number

00797

Division

Information Technology

Department

Info Tech / Chief Info Officer

Opening Date

09/17/2024

Union Status

Union

Description

Benefits

Job Posting Summary

Technical Support Specialists provide technical support, advice, and assistance to faculty, staff and students to resolve technical, hardware, and software system problems. Since specialists generally deal directly with end users, they must be able to effectively communicate in ways that end users can understand.

Primary Duties and Responsibilities include, but are not limited to:

Provide specialized support for desktop computers, laptop computers, tablets, audiovisual equipment, and instructional spaces; respond to helpdesk tickets

Perform advanced troubleshooting and repair of systems/devices; create documentation and update procedures

Leverage software tools to remotely connect to end-user systems and troubleshoot issues

Maintain accurate system inventory, documentation, storage, and security of equipment; obtain estimates for parts as required

Install or assist with the installation of hardware and peripheral components such as monitors, keyboards, printers, and scanners

Prep end-user computers and apply pre-built images

Participate in audiovisual and other projects, as assigned

Assist users with hardware and specialized software applications

Periodically provide tier-1 phone support as needed

Monitor help desk inbox and resolve issues in a timely manner

Work at scheduled events and meetings to provide assistance and technical support

Adhere to applicable policies and procedures

Perform other duties as assigned

Qualifications

EDUCATION REQUIRED

Associates degree or equivalent from two-year college or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience

AVAILABILITY REQUIRED

The applicant needs to be willing to work rotational schedules including some evenings, Saturdays or Sundays as well as a rotational on-call after-hours support shift and have reliable transportation to get to and from NYC and Westchester county campus locations

EXPERIENCES AND/OR SKILLS REQUIRED

Have strong customer service skills

Experience with help desk ticketing systems and customer service workflow

1-2 years hardware/software troubleshooting experience in a Windows/Mac environment

A pleasant and collegial personality consistent with the mission of a service-oriented unit

DESIRED SKILLS

Experience working in higher education preferred

Relevant Microsoft certifications (Microsoft Desktop Engineer, etc. )

Experience supporting Microsoft Office / 365

Experience supporting Windows (8, 10) and Mac OS X (10. 6-10. 13)

Experience supporting tablets and related operating systems

Experience supporting classroom-type technology (ex. PC Projectors)

Experience troubleshooting user computer issues

About Mercy

Mercy University is a dynamic, independent, coeducational New York City areauniversity that offers more than 100 undergraduate and graduate degree and certificate programs in six schools: Business, Education, Health and Natural Sciences, Liberal Arts, Nursing, and Social and Behavioral Sciences.

Mercy is the region's largest private, nonprofit, Minority-Serving Institution , proud to serve a student body that is highly diverse. As a federally designated Hispanic Serving Institution (HSI), Mercy University, has been ranked nationally among top colleges in the country for Hispanics by the Hispanic Association of Colleges and Universities (HACU) and by Excelencia in Education, earning their prestigious Seal of Excelencia for intentionally serving Latino students.

Mercy University was further recognized by HACU as a national leader in awarding bachelor's degrees to Hispanics in several disciplines, including Psychology, Sociology , and Business. Westchester Magazine has also named Mercy the Best College in Westchester County in 2019, 2020, and 2022.

Mercy is committed to offering an inclusive learning environment to help a diverse student body set a course for their future. To support its student body, Mercy has been awarded a number of federal grants which enable us to better develop and deliver education to our students.

Mercy's student body reflects the rich diversity of the New York metropolitan area. Enrollment, including full-time and part-time undergraduates and graduates, is approximately 8,800. Mercy students learn oncampuses in Dobbs Ferry, the Bronx, andManhattan as well as online.

At Mercy University we strive to provide employees and their families with a comprehensive and valuable benefits package. We offer high-quality health care plans, retirement benefits, tuition discounts, flexible spending, and much more.

Our Mission:

Mercy University is committed to providing motivated students the opportunity to transform their lives through higher education by offering liberal arts and professional programs in personalized and high-quality learning environments, thus preparing students to embark on rewarding careers, to continue learning throughout their lives and to act ethically and responsibly in a changing world.

EEO Statement

Mercy University is an equal opportunity employer. Mercy University actively engages in recruiting a diverse workforce and student body that includes members of historically underrepresented groups and strives to build and sustain a welcoming and supportive campus community. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ethnicity, creed, religion, marital status, sex, sexual orientation, gender, gender identity, pregnancy, height, weight, genetic information, disability, or protected veteran status.

As part of this commitment, Mercy University will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact The Office of Human Resources at ***, Option 6 or via email atHR@mercy. edu.

The posted salary range for this position is based on several legitimate, non-discriminatory factors set by the organization. Mercy is committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, or local pay equity laws.

Campus Safety

Mercy University is committed to providing a safe and welcoming environment for all. Information regarding campus safety can be found here. (/ mercy. edu/media/annual-security-and-fire-safety-report-1042023)

Mercy University strives to provide employees and their families with a comprehensive and val.