PC/LAN Support Technician

　　Department: Information Technology

　　Employment Type: Full Time

　　Location: Stephen A. Schwarzman Building

　　Reporting To: Terrell Belin

　　Compensation: $68,582 / year

　　Description

　　Overview

　　The IT Service Delivery team provides technology support for over 13,000 devices across the 90+ 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)

　　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

　　Managerial/Supervisory Responsibilities

　　N/AMore...

　　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 than those specifically presented in this description as needed.

　　The New York Public Library Salary Statement

　　At the Library, we believe that pay transparency and pay equity are important to ensuring we source the best candidates and keep the best employees. When making a determination as to the appropriate salary for a candidate, we consider a variety of factors such, including, but not limited to, the position requirements, the skills, prior experience, and educational background required or preferred for the job, the scope and impact of the role within the organization, internal peer equity, and the candidate's specific training, experience, education level, and skills. No single factor is conclusive; the Library reserves the right to consider any and all relevant factors and make a decision consistent with its policies.

　　Union Salaries are determined by collective bargaining agreement(s).