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Tech Support Specialist
- New York, United States
- Staff Full-time
- $24.90-$33.88 per hour ($45,318- $61,661 annually)
Job 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
Education Required:
- Bachelors degree or equivalent; 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
Experience/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, 11) and Mac OS X (10-15)
- Experience supporting tablets and related operating systems
- Experience supporting classroom-type technology (ex. PC Projectors)
- Experience troubleshooting user computer issues
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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.