About this role
Tech Support Specialist
New York, United States
Staff Full-time
What You'll Be Working On
- Serve as a primary point of contact for faculty, staff, and students seeking technical assistance across hardware, software, and network issues
- Diagnose, troubleshoot, and resolve incidents through the university's ticketing system, escalating complex issues to senior IT staff as needed
- Support the setup, configuration, and maintenance of university-owned devices, peripherals, and classroom technology
- Contribute to documentation of known issues, solutions, and IT processes to build a stronger internal knowledge base
What You Bring
- Proven experience in a tech support, helpdesk, or desktop support role — in a higher education or similarly complex multi-user environment preferred
- Solid working knowledge of Windows and macOS operating systems, Microsoft 365, and common enterprise applications
- Familiarity with Active Directory, user account management, and basic networking concepts
- A clear, patient communication style that works equally well explaining a solution to a first-year student or a department chair
- An Associate's degree or higher in Information Technology, Computer Science, or a related field — or equivalent hands-on experience
- Comfort working a full-time schedule that may include occasional evening or weekend coverage to support Mercy's diverse student population
Why Mercy University
Mercy University has built its identity around expanding access to higher education for students who are often the first in their families to attend college. When the technology works, those students can focus entirely on what matters. Your work here has a direct line to that mission. Beyond the meaning of the work itself, Mercy offers competitive benefits including generous vacation and leave entitlements, retirement plan contributions above the standard rate, tuition benefits that extend to employees and eligible dependents, and real opportunities for professional development within the IT team.