Tech Support Specialist

Our client, Mid-Hudson Library System is a cooperative public library system, chartered by the New York State Board of Regents in 1959. Our organization serves Columbia, Dutchess, Greene, Putnam, and Ulster counties and has 66 member libraries. They are looking for an onsite Tech Support Specialist to report to the IT Operations Supervisor on a part-time (20 hour workweek) basis. This position will be located in Poughkeepsie, NY. 

The Tech Support Specialist provides phone, email, and in- person support to system staff and member libraries; analyzes and resolves hardware, software, and networking/communication problems; assists in managing library websites; provides documentation/training on technical issues, assists in managing server and network equipment, provides technical advice to member libraries and System staff.

Responsibilities:

• Provides phone, email, and in-person training/support to member libraries on a variety of hardware, software, networking, and website issues.
• Visits libraries for emergency computer repairs and/or regular computer maintenance and technical assistance.
• Provides priority support for the System’s ILS and associated products.
• Follows through with vendors as necessary to solve support requests.
• Makes use of existing documentation, support systems, and assistance tools to best provide service to system libraries.
• Analyzes and resolves equipment/software problems, prepares new and repaired equipment/software for use or delivery; instructs users in use of equipment/software installation, documents work as necessary.
• Creates and edits content on a variety of websites in accordance with staff and member library requests. Assists in the development and design of System and library websites.
• Creates and edits technical documentation for member libraries and system staff on a diverse range of topics including software installation/usage/support, mobile device usage, basic troubleshooting, and administrative process. Assists in the creation and preparation of reports on website usage, ILS research, and other topics. Assists IT Operations Supervisor and other staff with technical research as requested.
• Performs routine, day-to-day hardware and software maintenance as assigned, and assists in proper upkeep and utilization of systems. Assists IT Operations Supervisor and other technical staff with server administration and network maintenance as requested.
• Demonstrates initiative and judgment in proactively improving technology throughout the system and at our member libraries. Supports IT Operations Supervisor and other technical staff as requested.
• Follows, maintains and assists in the implementation of all security policies, procedures, and technical measures. Performs all work mindful of physical and informational security risks. Reports any and all security risks or potential security risks to the IT Operations Supervisor, or Executive Director as appropriate.
• Participates in and promotes ‘green’ initiatives including, but not limited to, proper recycling and energy conservation.

Requirements:

• Associates degree in Information Technology (IT) or equivalent from two-year college or technical school and one to two years related experience (required).
• Maintains a broad knowledge of state-of-the-art computer technology, equipment, and systems; participates in professional development activities as appropriate.
• Must demonstrate basic proficiency supporting users in-person and remotely in solving software, hardware, and networking issues. Shows strong troubleshooting skills to analyze and resolve these problems.
• Must demonstrate basic proficiency in troubleshooting network, computer, printer, scanner, software, and other peripheral hardware errors, website errors, and have administrative knowledge of current operating systems.
• Must demonstrate proficiency in using ticket system and remote assistance tools. Must shows proficiency and judgment in recommending technical and non-technical solutions to problems.
• Must demonstrate basic proficiency with current productivity software.
• Must demonstrate basic proficiency with content management systems (CMS). Must be proficient with basic html and CSS modifications.
• Some travel required. Must be able to provide field support across Greene, Columbia, Ulster, Dutchess, and Putnam counties.
• Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and support group commitments to goals and objectives; Supports everyone's efforts to succeed.

Pay Rate: $21.00/hr.

Powered by JazzHR

6aKhvfm1Ep