Tech Support Specialist

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Tech Support Specialist

Salary

$24.35 - $39.02 Hourly

Location

Multiple Locations, NY

Job Type

Full Time Staff

Job Number

00705

Division

Facilities and Operations

Department

Info Tech / Chief Info Officer

Opening Date

04/19/2024

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 Responsibilitiesinclude, 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

Physical/Other Requirements:

• Must be able to push, pull, move or lift up to 50 lbs

• Must be able to meet all general health requirements for the position as per University policies

  Compensation offered will be commensurate with the educational background and work experience of the individual.

  Mercy University promotes a community campus environment. As a result, employment is limited to the following states: New York, New Jersey, Connecticut, and Pennsylvania. Applicants outside of those states or the USA will be required to relocate. Relocation assistance may be provided for eligible moves.

About Mercy

Mercy University is a dynamic, diverse New York City area university whose students are on a personal mission to get the most out of life by getting the most out of their education. Our institution is an independent, coeducational university that offers more than 100 undergraduate and graduate degree and certificate programs within six schools: Business, Education, Health and Natural Sciences, Nursing. Liberal Arts and Social and Behavioral Sciences. Mercy's efforts in these programs have been recognized over the last several years. As a federally designated Hispanic Serving Institution (HSI), Mercy University, has been honored by being ranked nationally among the top Colleges in the country for Hispanics by the Hispanic Association of Colleges and Universities (HACU).

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. Additionally, to support our diverse student body, Mercy University has pursued and been awarded a number of federal grants which enable us to better develop and deliver services to our students. Mercy University is proud to be recognized as an institution which helps under-served students to achieve their educational aspirations. Westchester Magazine has also named Mercy the Best College in Westchester County in 2019, 2020 and 2022. The vibrancy of the University culture is sustained by a diverse student body from around the region. Serving 8,500 full-time and part-time undergraduate and graduate students, the University offers campuses in Dobbs Ferry, Bronx, Manhattan as well as online offerings.

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.

The posted salary range for this position is based on several legitimate, non-discriminatory factors set by the company. The University 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 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 Oxford

In-network and out-of-network plan options

EmblemHealth HIP Prime HMO (Union Staff)

Dental Insurance:

UnitedHealthcare Oxford

In-network and out-of-network plan options

Vision Insurance:

UntitedHealthcare Oxford

Paid Time Off:

Mercy University provides generous leave benefits to its employees.

Disabilities & Workers Compensation Insurance:

Coverage in accordance with New York State regulations

Life Insurance:

Long-Term Disability:The Hartford

Short-Term Disability:The Hartford

Flexible Spending Account (FSA):

Ameriflex

Retirement Benefits:

TIAA

The Mercy University Retirement Plan is comprised of two components:

Deferred Compensation Plan

All eligible employees may contribute to the Deferred Compensation Plan on a pre-tax basis upon joining the University.

Defined Contribution Plan

Eligible 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 (https://www.mercy.edu/media/remote-work-policy-final) .

Tuition Remission: Staff & Faculty

Mercy 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 (https://www.mercy.edu/media/tuition-remission) .

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:

Compsych

Voluntary Benefits:

Allstate Identity Protection

LegalEase

Liberty Mutual Auto & Homeowners

Nationwide Pet Insurance

PlumBenefits

ScriptSave

Working Advantage

Note: The above describes a brief summary of benefits and is subject to change.

Agency

Mercy University

Address

555 Broadway

Dobbs Ferry, New York, 10522

Phone

914-674-7839

Website

http://www.mercy.edu

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