Service Desk Specialist

The Service Desk Specialist serves 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.

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

• Associate’s degree in a technical field or equivalent years of experience in a technical field.

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.

The posted salary range for this position is based on several legitimate, non-discriminatory factors set by the company. The College 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.

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:
Aetna

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):
Ameriflex

Retirement Benefits:
TIAA
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:
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.

Click here to learn more about our health and welfare benefits in detail (Download PDF reader)