PC/LAN Support Technician Level I

Department: Information Technology

Employment Type: Full Time

Location: Bronx Library Center

Reporting To: Alexander Serna

Compensation: $72,936 / year

Description

This is an on-site position

Overview
The IT Service Delivery team provides technology support for over 13K+ endpoints across 92 locations in the Bronx, Staten Island, and Manhattan for both patrons and staff.  The team’s main responsibilities are installing and maintaining end-user technology, break/fix, asset management of computer & peripheral technology, customer service, client engagement, and working with other IT teams to solve technology issues.

• Performs comprehensive maintenance: Handles troubleshooting, repairs, upgrades, and complex installations of computer systems and peripheral equipment throughout the library network.
• Manages service requests: Monitors, maintains, and accurately documents all assigned service tickets and hardware inventory using the NYPL Technology ticket management system.
• Facilitates problem resolution: Identifies and escalates complex technical issues to IT management when necessary to ensure timely solutions.
• Supports IT initiatives: actively participates in and contributes to ongoing IT hardware and software upgrade projects.

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 the 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 relevant experience in IT support
• A+ Certification 

Required Experience

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

Required Skills

• Successfully demonstrated advanced skills in at least two of the following: MS Office Suite 2016 and above, Apple MacOS 12 and above, Windows 10 and 11.
• 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, 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 on-site
• M-F (8-4, 9-5 or