The IT Support Technician's primary responsibility is to provide technical support to all Mercer University's faculty, staff, students, and administrators. This position is responsible for resolving issues escalated by the Help Desk which require onsite troubleshooting or resolution. The IT Support Technician will be expected to log detailed information for all issues in the incident tracking system. He/she is responsible for the installation, maintenance, and support of computer hardware and software. Duties also include identifying and resolving problems with computers, basic network issues, and audio visual resources, as well as interacting effectively with faculty, staff and students.
We provide generous training opportunities and will cover the cost of the required A+ certification if you have not yet achieved it. We offer a competitive benefits package for new employees, including two weeks' vacation time plus additional sick time, accrued at a rate of one day per month. Free access to the on-site gym and indoor pool is available. Fifteen paid holidays are offered this calendar year, which includes all days between Christmas Eve and New Year's Day. Tuition assistance for employees and their dependents is also available, based on certain criteria.
Required Qualifications
Required:
- One or more years of professional experience providing computer support for Windows 10 and MS Office Suite, to include Outlook. - High school diploma required with some college coursework highly desirable. - A+ certification required or must be obtained within one year. - Two or more years of prior customer service experience. - Excellent written and verbal communication skills with the ability to support faculty, staff, and students who have a wide range of technical proficiency. - Strong analytical and problem solving skills and the ability to develop creative solutions to technically challenging problems. - Ability to effectively prioritize tasks. - Ability to carry up to 25 lbs. for short distances with or without reasonable accommodation.
Desirable:
- Prior experience providing support for Apple systems. - Prior experience using Ivanti Service Manager or a comparable incident tracking system. - Prior experience using Microsoft Endpoint Configuration Manager or a comparable enterprise systems management suite.
Is a criminal background check needed for this position?
Yes
Pay Rate
Commensurate with experience
Pay Basis
Monthly
FLSA Status
Non-Exempt
Required Documents
Resume, Cover Letter, References, Other (certifications, if applicable)
Special Instructions to Applicants
Applicants should be prepared to answer the following questions:
1. Please describe your customer service experience. 2. How many years of computer support experience do you have? 3. Describe your work experience directly related to PC support. 4. Do you have experience using an incident tracking system? 5. If yes, please describe the incident tracking software you've used. If no, please enter N/A. 6. Do you have the ability to repeatedly lift and carry up to 25 lbs. for periods of one or two hours with or without reasonable accommodation? 7. List any professional certifications that you hold. Please attach a copy of these certifications to your application under the "Other" heading as directed in the job advertisement. Only one attachment is permitted, so you must scan all documents and include only one attachment.
EEO Statement
AA/EEO/Veteran/Disability
Mercer University recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives, and backgrounds.
COVID-19 Vaccine Mandate
All faculty and staff, excluding student employees, on-call staff and adjunct faculty teaching online only, are required to have the COVID-19 vaccine or an approved medical or religious exemption by the University. New hires will be required to provide their COVID-19 vaccination card or receive approval for a medical or religious exemption by the University before their first day of employment.
