Job Information
Mercy University Service Desk Specialist in Dobbs Ferry, New York
Service Desk Specialist
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Service Desk Specialist
Salary
$20.33 - $32.52 Hourly
Location
Tarrytown, NY
Job Type
Full Time Staff
Job Number
00628
Division
Facilities and Operations
Department
Info Tech / Chief Info Officer
Opening Date
03/07/2024
Union Status
Union
Description
Benefits
Job Posting Summary
Service Desk Specialist position serving as the first point of contact for customers submitting a request or reporting a problem or incident.
Essential Job Functions & Responsibilities:
Answer telephone calls to the Mercy IT Help Desk and work with customers to identify problems or requests.
Process email sent to the Mercy IT Help Desk and respond to customer.
Conduct chat sessions with customers.
Log calls, chats, and emails into the Mercy IT ticketing system.
Create a ticket in Mercy IT ticketing systems documenting requests, problems, or incidents.
Respond to customer questions regarding IT policies and services.
Assist customers to resolve straightforward technical problems.
Write and update procedures and knowledge base articles.
Employ remote access tools to assess and resolve problems being report by customers.
Escalate requests or problems that cannot be handled by Help Desk staff to Tier II Technical Support.
Recognize that multiple calls related to the same problem may represent an incident and escalate the problem to both Tier II Technical Support and the Help Desk Manager.
Participate in project teams or lead project teams as assigned.
Participate in training provided by Mercy to enhance IT Help Desk staff skills and overall Help Desk service level.
Every effort has been made to identify the essential functions of this position. It in no way states or implies that the responsibilities listed are the only duties required to perform in this position. The omission of specific statements of duties does not exclude them from the position responsibilities if the work is similar, related, or is an essential function of the position.
Qualifications
Education Requirements:
Associate’s degree in a technical field or equivalent years of experience in a technical field.
Required Skills & Experience:
Minimum of one year of experience in an IT-related help desk.
Strong customer service orientation.
Strong computer skills and a high comfort level with technology.
Excellent oral, written, and interpersonal communication skills.
Experience with utilizing a support ticketing system.
Experience learning new skills and using new technologies.
Strong work ethic and positive attitude.
Experience working in higher education.
Experience with Active Directory.
Experience with audio-visual systems for instructional spaces and conference rooms.
A+ or similar industry certification
Physical/Other Requirements:
Must be able to meet all general health requirements for the position as per University policies.
Must be able to push, pull, move or lift up to 50 lbs.
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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