IT Support Technician - Field Support Services

Apply now Job Vacancy: 23-032
Work type: Full-Time Staff
Location: Atlanta, GA
Categories: Information Technology

Position Title

IT Support Technician - Field Support Services

Department

IT Client Support Services

Division

General University

Vacancy Number

23-032

Work Location

Atlanta, GA

Job Type

Full-time

Job Category

Staff

Hours Per Week

40 hours

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 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.

Required Qualifications

Required:

- One or more years of professional experience providing computer support for Windows, particularly Windows 10 and Windows 11, 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:

- One or more years of experience providing support for Apple systems.
- Prior experience using Ivanti Service Manager or a comparable incident tracking system.
- Prior experience supporting virtual desktops in an enterprise environment.
- Prior experience using Microsoft SCCM 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.

Advertised: Eastern Daylight Time
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