IT Technician Support (Full-Time $15.38/ hour)

IT Support Technician Full-Time $15.38 Hourly

East Chicago, IN   IT

Description

General Summary

The IT Support Specialist plays a crucial role in ensuring that users have access to the technology they need to perform their jobs effectively. They must have strong technical skills, excellent communication skills, and the ability to work well under pressure to resolve technical issues in a timely manner.

Essential Functions and Responsibilities 

• User Support: Respond to user inquiries, diagnose and resolve technical issues related to hardware, software, and network problems. This includes providing guidance on how to set up or use new technologies.
• Troubleshooting: Identify and troubleshoot technical problems, escalating complex issues to higher-level IT staff if necessary.
• Hardware and Software Maintenance: Install, configure, and maintain hardware and software components, such as desktops, laptops, printers, operating systems, and applications.
• Documentation: Maintain accurate records of user requests, technical issues, and resolutions. Create and update documentation for troubleshooting procedures and user guides.
• System Upgrades and Installations: Assist with system upgrades, installations, and migrations. This may involve deploying new hardware or software across the organization.
• Security: Implement and maintain security measures to protect systems and data. This includes monitoring for security breaches and applying security patches and updates.
• Training and Education: Provide training and support to users on how to use technology effectively and securely. This may include conducting training sessions or creating training materials.
• Communication: Communicate technical information to non-technical users in a clear and understandable manner. Keep users informed about the status of their requests and any ongoing technical issues.
• Collaboration: Collaborate with Associate Director of Information Technology and outsourced technology partners to resolve technical issues and improve IT services. Participate in projects to enhance IT infrastructure and systems.
• Adherence to Policies: Adhere to organizational policies and procedures related to IT operations, security, and data management.
• Website Updates: 
• Technology Trends: Keep abreast of developments in technology to ensure the library remains up-to-date and can leverage new technologies to enhance services. 
• Reporting: Provide statistical reports on a monthly basis to supervisor and trustees, as well as annual reporting to the state library.
• Performs other job related duties and special projects as assigned by the Associate Director of Information Technology.

Knowledge, Skills, and Abilities

• Technical Proficiency: Strong knowledge of computer hardware, software, and operating systems. Ability to troubleshoot and resolve technical issues efficiently. Experience with Microsoft Windows client/server environment, Microsoft Office software, Google Workspace Apps, as needed in the course of daily work activity.
• Problem-Solving Skills: Ability to analyze problems, identify root causes, and develop effective solutions.
• Communication Skills: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users and provide clear instructions.
• Customer Service Orientation: A customer-focused approach with the ability to empathize with users' technical issues and provide timely and effective support.
• Attention to Detail: Ability to pay close attention to detail when troubleshooting technical issues and documenting solutions.
• Adaptability: Ability to quickly learn new technologies and adapt to changes in technology and work environment.
• Time Management: Ability to prioritize tasks and manage time effectively to meet deadlines and resolve issues promptly.
• Teamwork: Ability to work effectively in a team environment, collaborate with colleagues, and share knowledge and expertise.
• Troubleshooting Skills: Strong problem-solving skills to diagnose and resolve technical issues efficiently.
• Organization Skills: Ability to organize and manage tasks, documentation, and information effectively.

Requirements

• Some evening and weekend work will be required.
• Travel to multiple library locations required.

Physical and Mental Requirements

• Candidates must be able to perform the following functions with or without reasonable accommodations:
• Lift, push and pull 20 lbs.; frequently sitting, standing, and walking; occasionally squatting, bending, twisting at waist, and kneeling.
• Sufficient clarity of speech and hearing or other communication capabilities, which permits the employee to communicate effectively in person or by phone in a quiet but sometimes noisy environment.
• Sufficient manual dexterity to operate a standard keyboard and computer mouse or equivalent technology
• Frequently standing simultaneously using hand, wrist and fingers.

Education, Certification, Experience, and Training

• High school diploma required, B.S in Computer Science or related field preferred, CompTIA A+ certification preferred, or any combination of experience and training that would demonstrate the possession of the required knowledge, skills and abilities to perform the duties of this position.
• Experience working in a public library system or library consortium preferred.