PC/LAN Support Technician Level I

Department: Information Technology

Employment Type: Full Time

Location: Stephen A. Schwarzman Building

Reporting To: Terrell Belin

Compensation: $70,640 / year

Description

Overview
The IT Service Delivery team provides technology support for over 13,000 devices across the 92+ New York Public Library locations.  The team’s main responsibilities are troubleshooting, installing and maintaining end-user technology, asset management of computer & peripheral technology, IT related project work, client engagement, and working with other IT teams to solve technology issues.

• Performs IT related maintenance tasks, diagnose, troubleshooting, repairs, upgrades, projects, and more advanced installations of computer systems, and peripheral equipment throughout the library
• Monitor, maintain and accurately document assigned service tickets and computer equipment inventory via NYPL Technology’s ticket management system
• Escalate issues when appropriate to IT management.

Responsibilities

• Provide exceptional customer service to our end-users
• Communicate effectively with all end-users in order to keep them updated on all pending issues
• Fulfill all responsibilities as a member of the Service Delivery team including but not limited to providing technical support, installing new hardware/software, attending meetings, working on technology projects, following standard processes and procedures
• Use sound judgment and time management skills to prioritize all assigned tasks
• Occasionally perform installation or replacement of network equipment under the supervision of Technology Infrastructure staff
• Performs related duties as required

Required Education, Experience & Skills

Required Education & Certifications

• Bachelor's Degree in Computer Science (or related field) - OR - High School Diploma and X years of relevant experience in IT support
• A+ Certification 

Required Experience

• Experience troubleshooting PCs, printers and other computer related equipment
• Experience working in Windows and MacOs environments
• Demonstrated customer service 

Required Skills

• Successfully demonstrated advanced skills in at least two of the following: MS Office Suite 2010 and above, Apple MacOS X and above, Windows 10 and above
• Successfully demonstrated experience with and current knowledge of computer hardware and software
• Ability to install and configure desktop and laptop computers running Windows and Apple MacOS operating systems, as well as common peripherals (e.g. printers, scanners)
• Demonstrated ability to multitask and prioritize varying projects
• A valid driver’s license with an acceptable Motor Vehicle Record is highly preferred

More...

Core Values
All team members are expected and encouraged to embody the NYPL Core Values:

• Be Helpful to patrons and colleagues
• Be Resourceful in solving problems 
• Be Curious in all aspects of your work
• Be Welcoming and Inclusive

Work Environment

• Working in multiple NYPL branches and research centers across the organization
• Daily travel between NYPL branches and research centers
• Monday through Friday, available during open branch and research center hours
• Must have flexibility to work Saturdays on a rotating basis and evenings and Sundays for special projects on an as needed basis
• Schedule subject to change

Physical Duties

• Ability to lift/move up to 30 pounds 
• Transporting (from location to location), installing and moving (within an office or multi-floor environment) technological equipment
• Ability to install computer equipment in branch and office environments 

Pre-Placement Physical Required?
No

Union/Non Union
Local 1930

FLSA Status
Non-Exempt

Schedule

• 35 hours per week
• M-F (8-4, 9-5 or 10-6)
• Occasional Saturdays required

This job description represents the types and levels of responsibilities that will be required of the position and shall not be construed as a declaration of all of the specific duties and responsibilities for the role. Job duties may change if Library priorities change. Employees may be directed to perform job-related tasks other