IT Support Technician, Help Desk

Apply now Job Vacancy: 22-212
Work type: Full-Time Staff
Location: Macon, GA
Categories: Information Technology

Position Title

IT Support Technician, Help Desk

Department

IT Client Support Services

Division

General University

Vacancy Number

22-212

Work Location

Macon, GA

Job Type

Full-time

Job Category

Staff

Hours Per Week

40

Responsibilities

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 the first point of contact for all customers by way of incoming phone calls, e-mails, and walk-ins to the Help Desk. 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. The IT Support Technician must have strong customer service and communication skills in order to fulfill required duties, which include conversing with faculty, staff, students, and administrators with a wide range of technological proficiency.

Required Qualifications
Required:
• One or more years of professional experience providing computer support for Windows, particularly Windows 7 or Windows 10, and MS Office Suite, to include Outlook.
• High school diploma required with some college coursework desirable.
• A+ certification required or must be obtained within 12 months.
• 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 working in a call center environment.
• One or more years of professional experience providing support for Apple systems.
• Prior experience using Ivanti / HEAT or a comparable incident tracking system.
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 (optional - additional certifications)

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, and if so, describe the incident tacking software you've used.
5. Do you have the ability to lift and carry up to 25 lbs. with or without reasonable accommodation?
6. 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.

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

Per President Biden's Executive Order, federal contractors and their employees must be fully vaccinated against COVID-19. Since Mercer is a federal contractor, all Mercer University and MERC employees are required to be fully vaccinated no later than December 8, 2021 unless a medical or religious exemption is approved by the University. New hires after December 8, 2021, will be required to provide their COVID-19 vaccination card or receive approval for a medical or religious exemption before their first day of employment.

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