Tech Support Specialist

About the role

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.

Responsibilities

• 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

Requirements

• 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

Qualifications

• 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

Skills

• Proven experience in a tech support, helpdesk, or desktop support role — in a higher education or similarly complex multi-user environment
• 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

Benefits

• Competitive benefits including generous vacation and leave entitlements
• Retirement plan contributions above the standard rate
• Tuition benefits that extend to employees and eligible dependents
• Real opportunities for professional development within the IT team

Pay

Competitive salary commensurate with experience

Schedule

Full-time schedule with occasional evening or weekend coverage