New

IT Support Technician, Help Desk

Mercer University
sick time
United States, Georgia, Macon
Sep 27, 2025
IT Support Technician, Help Desk Application Instructions: External Applicants: Please upload your resume on the Apply screen. Your application will automatically populate your resume details, and you may verify and update data on the My Information page. IMPORTANT: Please review the job posting and load ALL documents required in the job posting to the Resume/CV document upload section at the bottom of the My Experience application page. Use the Select Files button to add multiple documents including your Resume/CV, references, cover letter, and any other supporting documents required in the job posting. The " My Experience" page is the only opportunity to add your required supporting document attachments. You will not be able to modify your application after you submit it. Current Mercer University Employees: Apply from your existing Workday account. Do not apply from the external careers website. Log in to Workday and type Jobs Hub in the search bar. Locate the position and click Apply. Job Title: IT Support Technician, Help Desk Department: IT Client Support Services College/Division: General University Primary Job Posting Location: Macon, GA 31207 Additional Job Posting Locations: (Other locations that this position could be based) Job Details: Mercer University's Information Technology Help Desk is searching for an IT Support Technician to join our team. Responsibilities: The IT Support Technician is responsible for providing 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, walk-ins, and online submissions to the Help Desk. Duties include identifying and resolving problems with various applications and devices and escalating to the appropriate IT personnel, as needed. The IT Support Technician is expected to log detailed information for all requests and incidents in the tracking system. In this role, the IT Support Technician may occasionally assist the Field Support Services team with computer deployments. Additional duties and responsibilities: Provide high-quality customer service that includes effective listening skills and the ability to ask questions to fully understand the customer's reported issue or request. Diagnose, troubleshoot, and remediate computer-related issues for students, faculty, staff, and administrators. Collect and document information obtained from customers by e-mail, phone or face-to-face interaction. Provide timely follow-up on tickets submitted via the IT Self-Service Portal, as needed. Maintain composure and focus during high volume periods and when working with customers. Follow existing procedures and document troubleshooting steps. Remain current with computer hardware, operating systems, web browsers, and University applications. Participate in testing system and application upgrades. Setup and deploy computer systems during peak times to assist Field Support Services team. Qualifications: A high school diploma is required, with some college coursework desirable. Candidates must have: Two or more years of prior customer service experience. One or more years of experience providing computer hardware and software support. Must be proficient in supporting and configuring Windows 10, Windows 11 and the MS Office Suite, including Microsoft 365. Strong customer service and communication skills are essential to fulfill the required duties, which include the ability to work successfully and diplomatically with cross-functional teams. CompTIA A+ certification is required or must be obtained within 12 months of hire date. Knowledge/Skills/Abilities: 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. Prior experience providing support for Apple systems is beneficial but not required. Experience with Ivanti Service Manager or comparable incident tracking system is also beneficial but not required. Working Hours: Monday - Thursday: 9 AM to 6 PM Friday: 8 AM to 5 PM Background Check Contingencies: Criminal History Required Document Attachments: 1. Resume 2. Cover letter 3. List of three professional references with contact information 4. Certifications, if applicable About Mercer University Founded in 1833, Mercer University is a distinguished private institution recognized for its commitment to academic excellence, leadership development, and community engagement. With campuses across Georgia, Mercer's twelve schools and colleges offer a wide range of undergraduate, graduate, and professional programs. The university cultivates a close-knit, student-centered environment where innovation, service, and personal growth are deeply valued. Mercer's employees are at the heart of its mission, dedicated to advancing innovation, supporting student success, and strengthening both our local and global communities through service. At Mercer, we believe in the power of relationships and the importance of in-person collaboration. Accordingly, our employees are expected to serve in-person as it fosters real-time problem solving, mentoring, and the meaningful connections that strengthen both our work and service to our students and the broader university community. Why Work at Mercer University Mercer University offers a variety of benefits for eligible employees including comprehensive health insurance (for self and dependents), generous retirement contributions, tuition waivers, paid vacation and sick leave, technology discounts, s chedules that allow for work-life balance, and so much more! At Mercer University, a Bear is more than a mascot: it's a frame of mind that begins with a strong desire to make the most out of your career. Mercer Bears do not settle for mediocrity or the status quo. If you're seeking an environment where your passion and determination are embraced, then you want to work at Mercer University. For more information, please visit: https://hr.mercer.edu/prospective/ Scheduled Weekly Hours: 40 Job Family: Staff Information Technology Non-exempt EEO Statement: EEO/Veteran/Disability To apply, visit https://merceruniversity.wd1.myworkdayjobs.com/en-US/external/job/Macon-GA--31207/IT-Support-Technician--Help-Desk_26-144 jeid-3b4dd120b24d744689d3b439b346c2af