IT - IT Technician II
The IT Technician II provides advanced technical support and troubleshooting for library technology systems across multiple branches, in all continental US time zones. This role is responsible for maintaining computer hardware, software, networks, and technology resources used by staff and patrons. The IT Technician II works closely with library staff to ensure reliable access to digital services, integrated library systems, public computing, and internal technology platforms.
This position serves as a second-level support resource, resolving more complex technical issues, assisting with technology projects, and supporting system upgrades and implementations.
Hours per week: 40
PRIMARY RESPONSIBILITES
An individual must be able to perform each essential duty and responsibility satisfactorily.
- Provide technical support for library staff and public technology systems.
- Travel to library branches as needed to provide onsite support.
- Troubleshoot and resolve hardware, software, and network connectivity issues.
- Install, configure, and maintain desktops, laptops, printers, scanners, and other technology equipment.
- Support public access computers, Wi-Fi networks, and printing systems used by library patrons.
- Assist with troubleshooting Enterprise applications and other library technology platforms.
- Manage user accounts, permissions, and system access for staff technology systems.
- Coordinate technology set-up for new library locations, renovations, or branch expansions.
- Maintain inventory of technology and assist with asset tracking.
- Document technical procedures, troubleshooting steps, and system configurations.
- Collaborate with vendors and third-party service providers for system maintenance and issue resolution.
- Assist with system updates, patches, and technology upgrades.
- Provide basic training and support for library staff on technology tools and systems.
- Reviews and escalates matters within the IT ticketing system. Recommends tickets violating the SLA to the Tech Manager.
- Other duties as assigned.