Location: Dobbs Ferry,NY, USA
Tech Support SpecialistPrint ( Support SpecialistSalary$24.40 - $39.03 HourlyLocationDobbs Ferry, NYJob TypeFull Time StaffJob Number00797DivisionInformation TechnologyDepartmentInfo Tech / Chief Info OfficerOpening Date09/17/2024Union StatusUnionDescriptionBenefitsJob Posting SummaryTechnical 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 ticketsPerform advanced troubleshooting and repair of systems/devices; create documentation and update proceduresLeverage software tools to remotely connect to end-user systems and troubleshoot issuesMaintain accurate system inventory, documentation, storage, and security of equipment; obtain estimates for parts as requiredInstall or assist with the installation of hardware and peripheral components such as monitors, keyboards, printers, and scannersPrep end-user computers and apply pre-built imagesParticipate in audiovisual and other projects, as assignedAssist users with hardware and specialized software applicationsPeriodically provide tier-1 phone support as neededMonitor help desk inbox and resolve issues in a timely mannerWork at scheduled events and meetings to provide assistance and technical supportAdhere to applicable policies and proceduresPerform other duties as assignedQualificationsEDUCATION REQUIREDAssociates 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 experienceAVAILABILITY REQUIREDThe 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 locationsEXPERIENCES AND/OR SKILLS REQUIREDHave strong customer service skillsExperience with help desk ticketing systems and customer service workflow1-2 years hardware/software troubleshooting experience in a Windows/Mac environmentA pleasant and collegial personality consistent with the mission of a service-oriented unitDESIRED SKILLSExperience working in higher education preferredRelevant Microsoft certifications (Microsoft Desktop Engineer, etc.)Experience supporting Microsoft Office / 365Experience supporting Windows (8, 10) and Mac OS X (10.6-10.13)Experience supporting tablets and related operating systemsExperience supporting classroom-type technology (ex. PC Projectors)Experience troubleshooting user computer issuesAbout MercyMercy 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 StatementMercy 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) ###-####, Option 6 or via email ...@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 SafetyMercy University is committed to providing a safe and welcoming environment for all. Information regarding campus safety can be found here. ( 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.Health Insurance:UntitedHealthcare OxfordIn-network and out-of-network plan optionsEmblemHealth HIP Prime HMO (Union Staff)Dental Insurance:UnitedHealthcare OxfordIn-network and out-of-network plan optionsVision Insurance:UntitedHealthcare OxfordPaid Time Off:Mercy University provides generous leave benefits to its employees.Disabilities & Workers Compensation Insurance:Coverage in accordance with New York State regulationsLife Insurance:Long-Term Disability:The HartfordShort-Term Disability:The HartfordFlexible Spending Account (FSA):AmeriflexRetirement Benefits:TIAAThe Mercy University Retirement Plan is comprised of two components:Deferred Compensation PlanAll eligible employees may contribute to the Deferred Compensation Plan on a pre-tax basis upon joining the University.Defined Contribution PlanEligible employees are enrolled in the Defined Contribution Plan after two (2) years of full-time employment at Mercy University and receive a semi-monthly contribution from the College, based on age and salary. If an employee is under age 36, they will receive a contribution of 3.3% of their annual salary each pay period. If an employee is age 36 or older, they will receive a contribution of 9% of their annual salary each pay period.If employed full-time for two (2) or more consecutive years by another institution(s) of higher education (college or university), without an intervening break in service within the last twelve (12) months prior to employment before joining Mercy, please submit a waiting period waiver form to Office of Human Resources. The Defined Contribution will begin as of the first day of the month following receipt of the completed waiver form.Remote Work:Mercy University recognizes the important role that workplace flexibility can play in an employee's ability to manage work-life balance.Learn more about our remote work policyhere ( .Tuition Remission: Staff & FacultyMercy University provides a competitive education to students and extends that formal education opportunity to employees, and their spouses/domestic partners, and dependents at a reduced tuition rate through this Tuition Remission Benefits Policy for Mercy Employees.Learn more about our tuition remissionhere ( .Tuition Exchange:We are a member of the Tuition Exchange Program. Employees are eligible to apply for the Tuition Exchange Program after completing two (2) consecutive years of full-time employment.Employee Assistance Program:CompsychVoluntary Benefits:Allstate Identity ProtectionLegalEaseLiberty Mutual Auto & HomeownersNationwide Pet InsurancePlumBenefitsScriptSaveWorking AdvantageNote: The above describes a brief summary of benefits and is subject to change.AgencyMercy UniversityAddress555 BroadwayDobbs Ferry, New York, 10522Phone914-###-####Website verify your email addressVerify Email