About the Position
Customer Service oriented technician who provides specialized and timely technical assistance in support of IT Help Desk operations. Diagnoses computer problems, monitors computer processing systems, installs software and performs tests on computer equipment and programs. This position reports to and receives general direction from the Director of Information Technology and works closely with the other members of the ITTeam. Works consistently within NCW Libraries' standards and policy directives and all applicable laws.Supports the library's mission of"Connecting the people of North Central Washington to vital resources and opportunities that foster individual growth and strengthen communities".
Essential duties and responsibilities include the following, other duties may be assigned.
Provides technical support to users in a courteous, efficient, and accurate manner.
Operates with attention to detail.
Responds in a timely manner to support tickets and emails regarding IT questions and concerns.
Administers technical support related to systems, network, and server issues.
Delivers assistance and first level contact while resolving customer questions.
Properly advances unresolved queries to the next level of support.
Visits library branches as necessary to complete support tasks.
Stages and deploys computers and handheld devices.
Provides superior customer service and user assistance.
Works to exceed patron and staff expectations.
Performs work consistently and regularly checks for accuracy.
Follows upon issues, provides feedback and continues to work for resolutions.
Reports and Miscellaneous Tasks
Completes basic shipping and receiving tasks.
Maintains, tracks, sorts, replenishes and records IT inventory.
Maintains IT company vehicle inventory and overall tidiness.
Promotes and models professional, respectful, and timely written and oral communication in all situations.
Pursues transparency and openness whenever appropriate.
Gives and welcomes constructive and respectful feedback while contributing to a positive team spirit.
Listens actively and well.
Cultivates skills in organizational efficiency, time management, professionalism,and customer service.
Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
Stays abreast of library policies and procedures.
Associates Degree or equivalent and two-to four years related experience or training.
Moderate computer knowledge and troubleshooting of the following: Windows OS, and Printers.
Must be able to work as a team.
Must be able to follow documented procedures and seek clarification when needed.
Possesses the ability to research, read, analyze, communicate, and apply new technology information.
Must have a high standard of professionalism and customer service skills.
Must have a strong sense of integrity and ethical approach to potentially sensitive data and resources.
Must possess excellent communication skills.
Must possess strong organizational skills, be able to establish priorities, and meet deadlines.
Must have strong verbal and written communication skills.
Must possess drive and the ability to work independently with minimal supervision when necessary.
Must be adaptable to changes in work environment.
Must have strong troubleshooting and multi tasking skiIIs.
Must demonstrate consistent and punctual attendance.
Must be able to occasionally work off-hours as necessary.
Microsoft Active Di rectoryexperience.
Microsoft Azure, 365, and SharePoint usage.
PowerShell command line usage.
Knowledge of Windows, iOS, and Mac OS.
Low voltage wiring certification.
Experience providing Help Desk support.
Requirements & Qualifications
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