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Service Desk Specialist
- Tarrytown, New York, United States
- Staff Full-time
- $21.40-$30.38 per hour ($38,948-$55,291 annually)
Job Summary:
The Service Desk Specialist serves as the first point of contact for customers submitting a request or reporting a problem or incident.
Primary Duties and Responsibilities include, but are not limited to:
- Answer telephone calls to the Mercy IT Help Desk and work with customer to identify problem or request
- Process email sent to the Mercy IT Help Desk and respond to customer. Conduct chat sessions with customers
- Log calls, chats, and email into the Mercy IT ticketing system
- Create a ticket in Mercy IT ticketing systems documenting request, problem, or incident
- Respond to customer questions regarding IT policies and services
- Assist customers to resolve straightforward technical problems
- Write and update procedures and knowledge base articles
- Employ remote access tools to assess and resolve problem being report by customer
- Escalate requests or problems that cannot be handled by Help Desk staff to Tier II Technical Support
- Recognize that multiple calls related to the same problem may represent an incident and escalate the problem to both Tier II Technical Support and the Help Desk Manager
- Participate in project teams or lead project teams as assigned
- Participate in training provided by Mercy to enhance IT Help Desk staff skills and overall Help Desk service level
Availability Required:
- Work schedule will be 12 PM-8 PM Monday-Thursday and 9 AM-5 PM Friday
Required Skills & Experience:
- Minimum of one year of experience in an IT-related help desk
- Strong customer service orientation
- Strong computer skills and a high comfort level with technology
- Excellent oral, written, and interpersonal communication skills
- Experience with utilizing a support ticketing system
- Experience learning new skills and using new technologies
- Strong work ethic and positive attitude
Desired Skills:
- Experience working in higher education
- Experience with Active Directory
- Experience with audio-visual systems for instructional spaces and conference rooms
- Proficient with troubleshooting Mac Operating Systems
- A+ or similar industry certification
- ITIL Foundation certification or willingness to obtain within the first year of employment
Education Requirements:
- Bachelor's degree required
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About Mercy
Mercy University is a dynamic, independent, coeducational New York City area university 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 on campuses in Dobbs Ferry, the Bronx, and Manhattan 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.
Benefits Eligible:
Mercy University strives 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.
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 (914) 674-7839, Option 6 or via email at HR@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.