IT Senior Support Technician
Sno-Isle Libraries invites applications for the position of: IT Senior Support Technician
Location: Service Center (Marysville)
Pay Range: $35.05 - $48.54 Hourly
Hours per week: 40
Job Requisition: 16749
Closing Date: May 5, 2019 9:59 PM
Job Summary
The Senior IT Support Technician is a lead position that is responsible for providing customer-focused, expert-level support for the operation and functionality of end user hardware, software and connectivity throughout the Library organization. The Senior IT Support Technician provides leadership to front-line support staff in the diagnosis and assignment of technology requests and leads projects and staff in the implementation and support of desktop technologies to support the Library’s core service of providing access to computers and connectivity.
Essential Functions
- Manage field technician schedules, lead the development of FAQs and instructional guides for the systems and hardware the support team is responsible for, and provide periodic training in areas such as Information Technology Service Management (ITSM), endpoint support, and application navigation.
- Receive and process requests for technology support services leveraging Sno-Isle Library’s ITSM tool. This includes determining the urgency of service requests and incidents for continuity of customer service, suggesting actions to users to overcome technical problems, and diagnosing the issue for assignment to appropriate staff. Work closely with other IT staff as needed to gather information to respond, track and follow-up on requests to ensure that issues are resolved.
- Establish and lead desktop support process analysis and develop strategies for continuous improvement. Develop and make recommendations to the IT Managers on procedures and standards related to desktop usage and support processes.
- Oversee the development and initialization of change requests made to the Change Advisory Board (CAB) regarding desktop support services.
- Lead and collaborate with other staff to create and maintain a knowledge base repository which provides a collection of information that can be used to resolve customer requests.
- Image, repair, install and provide technical support for staff and public networked computer hardware and software including printers and other associated peripherals.
- Perform advanced systems diagnosis to determine issues and maintain all supported systems located in Libraries. This includes leveraging critical thinking skills to determine the correct course of action for each unique situations set of circumstances.
- Provide after-hours support to library staff, as assigned. This may include performing after-hours work on site, remotely or by utilizing support contracts and coordinating repairs with vendors as needed.
- Coordinate the third party repair of equipment, such as arranging for on-site or shipment of equipment to repair facility and coordinating with Administrative Services for the accounting and processing of payment, as directed by IT Enterprise Systems Manager.
- Ensure the proper disposal of surplus equipment. Perform pre-disposal processes to wipe data from hard drives, remove usable items from equipment, arrange for disposal with third party recycler, provide appropriate documentation to Administrative Services and reflect changes in equipment inventory database.
- Collaborate with Network and Server teams to perform routine, on-site maintenance and recovery tasks for networking and server equipment located in community libraries. This position may also be leveraged as “remote hands” in cases of emergency.
Additional Duties and Responsibilities
- Assist in the documentation process as it relates to Disaster Recovery and Business Continuity, as directed by the IT Enterprise Systems Manager.
- Lead the service of temporarily loaning technology equipment to staff by managing inventory, performing equipment testing/repair and ensuring documentation/necessary accessories are included with each shipment. Perform daily equipment check-in and check-out. Run reports to analyze equipment utilization and provide recommendations to add/delete/upgrade inventory.
- Provide consultation support for technology related acquisitions and engagements.
- Attend meetings, trainings, and workshops as assigned.
- Assist with special projects as required, and perform other duties as assigned.
Supervision
The position reports to the Information Technology Enterprise Systems Manager. The position does not supervise the work of others.
Core Library Competencies
- Adaptability: Adjusts nimbly to obstacles or changing conditions to arrive at the desired goal.
- Communication: Expresses self clearly, effectively, and compellingly in written, verbal, and nonverbal messages.
- Customer Service: Builds and maintains responsive, effective relationships with internal and external customers.
- Interpersonal: Accurately perceives others and the impact of one's own behavior to balance relationship and goal needs appropriately and positively in interactions.
- Professionalism: Aligns behavior with the library's mission, values, and strategic focus in serving a diverse stakeholder community.
Required Knowledge, Skills, and Abilities
- Strong customer service and communications skills.
- Demonstrated ability to work cooperatively and maintain effective working relationships with others.
- Ability to speak, read, write and understand English clearly and concisely.
- Ability to clearly communicate computer concepts and terminology with other staff.
- Ability to expertly operate relevant computer systems including hardware and software, such as word processing, database, and spreadsheet software, e-mail, and internet navigation in addition to other office equipment and security systems.
- Knowledge of the use and maintenance of computers and associated equipment and software, with a demonstrated ability to investigate and diagnose advanced computer operating problems and implement defined solutions.
- Self-motivation, proactive solutioning and thorough follow through in all IT matters.
Education and Experience
- Associate's degree in computer science or a related IT certification together with at least five years of experience providing technology support to end users required. Bachelor's degree preferred.
- At least two years of experience providing technology support in a lead role required. Four years preferred.
- A+, Network+ or other computer technology certification preferred.
Physical and Environmental Conditions
The physical demands described here are representative of those that must be met by a staff member to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the incumbent is required to talk, hear, sit, stand and walk; use hands to finger, handle or feel. May be required to stoop, kneel, crawl, climb, reach, and balance. Specific vision abilities include sufficient vision to read and recognize numbers and alphabetical characters on computer monitors, books and paper. An incumbent must be able to operate hand tools, lift and/or move equipment or materials weighing up to 50 pounds and must be able to set up equipment used in training and demonstration.
Incumbents are required to travel throughout the Library service area to community library locations. To accomplish this travel, the incumbent must be able to drive and hold a valid Washington State driver's license or arrange independently for such travel.
The following supplemental questions will be asked during the application process:
- Describe one specific example of how you provided remote support for computer hardware along with the tools used to accomplish it. Describe one specific example of how you provided advanced support to meet the needs of your customer(s).
- Describe your experience coordinating, analyzing, and measuring IT service support delivery. Provide a specific example.
- Describe your experience developing and communicating best practices, procedures, and/or process documentation. Provide a specific example and describe your role.
- Describe your experience working with stakeholders to analyze and evaluate operational requirements and make recommendations for organizational hardware needs. Provide a specific example.
The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
This and all Sno-Isle Libraries' positions are subject to transfer.