Tech Support Specialist

Mercy College - Dobbs Ferry, NY

Full-time - Entry Level

Remote - Dobbs Ferry, NY

Educational Services

About the position

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.

Responsibilities

• 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

Requirements

• 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
• 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

Nice-to-haves

• 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

Benefits

• High-quality health care plans
• Retirement benefits
• Tuition discounts
• Flexible spending
• Generous leave benefits
• Disability & Workers Compensation Insurance
• Life Insurance
• Long-Term Disability
• Short-Term Disability
• Flexible Spending Account (FSA)
• Tuition Remission for staff & faculty
• Tuition Exchange Program eligibility after two years
• Employee Assistance Program
• Voluntary Benefits including identity protection and pet insurance