Tech Support Specialist

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

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 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.

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

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 foundhere.

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 policy

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 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.