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Technical Support Specialist at Mercy College

Technical Support Specialist

Mercy College Dobbs Ferry, NY (Onsite) Full-Time
CB Est Salary: $50K - $110K/Year
Job Posting Summary

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.


* Associates degree or equivalent from two-year college or technical school; and four years related experience and/or training; or equivalent combination of education and experience to successfully perform the essential duties of the job such as those listed.
* Have strong customer service skills
* Experience with help desk ticketing systems and customer service workflow
* 2-4 years hardware/software troubleshooting experience in a Windows/Mac environment
* A pleasant and collegial personality consistent with the mission of a service-oriented unit

About Mercy

Mercy College has made the safety of our students, faculty, staff and our surrounding communities a top priority. As part of this commitment, we recently announced that students, faculty, and staff on our campuses are required to be vaccinated against COVID-19. As a prospective and/or a new employee, you will be required to comply with the College's vaccination policy.

Mercy College is a dynamic, diverse New York City area college 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 college that offers more than 90 undergraduate and graduate degree and certificate programs within five schools: Business, Education, Health and Natural Sciences, Liberal Arts and Social and Behavioral Sciences. Mercy College's efforts in these programs have been recognized over the last several years. As a federally designated Hispanic Serving Institution (HSI), Mercy College, 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 College 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 College has pursued and been awarded a number of federal grants which enable us to better develop and deliver services to our students. As a Hispanic Serving Institution, Mercy College is proud to be recognized as an institution which helps historically underserved students to achieve their educational aspirations. Westchester Magazine has also named Mercy College the Best College in Westchester county in 2019 and 2020.The vibrancy of the College culture is sustained by a diverse student body from around the region. Enrollment, including full-time and part-time undergraduates and graduates is approximately 10,557; The College offers campuses in Dobbs Ferry, Bronx, Manhattan as well as online offerings.

At Mercy College, 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.


Mercy College 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 College is an equal opportunity employer. Mercy College 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, genetic information, disability, or protected veteran status.

Mercy College 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:

Aetna: Aetna Elect Choice HDHP, Aetna Elect Choice EPO (In-network), Aetna Managed Choice POS (Out-of-network)

Emblem Health (UAW Union employees only): HMO (In-network)

Dental Insurance:

Aetna: Aetna DMO (In-network), Aetna PPO (Out-of-network)

Vision Insurance:


Paid Time Off:

Mercy College 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):


Retirement Benefits:


The Mercy College 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 College.

Defined Contribution Plan

Eligible employees are enrolled in the Defined Contribution Plan after two (2) years of full-time employment at Mercy College 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 College, 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 College 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 here.

Tuition Remission: Staff & Faculty

Mercy College 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 College Employees.

Learn more about our tuition remission here.

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:


Voluntary Benefits:

Allstate Identity Protection


Liberty Mutual Auto & Homeowners

Nationwide Pet Insurance



Working Advantage

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

Click here to learn more about our health and welfare benefits in detail

Agency Mercy College

Address 555 Broadway

Dobbs Ferry, New York, 10522


Website [ Link removed ] - Click here to apply to Technical Support Specialist

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