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Position:
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IT Technician
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Reports To:
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IT Manager
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Position Summary:
The IT Technician provides technical assistance and support to end-users for hardware, software, and network-related issues. This role is responsible for diagnosing and resolving problems, escalating complex issues as needed, and providing timely and effective solutions to ensure the smooth operation of IT systems.
Essential Duties:
In keeping with the policies and procedures of the organization, along with all relevant legislative authority, the IT Technician will:
- Provide first-level technical support to end-users via phone, email, or in-person.
- Provides support for operating systems, business applications, security tools, VoIP telephony, servers, wireless network and local and wide area networks.
- Installs, configures and maintains network hardware, software, and peripheral devices, as directed.
- Upgrades, maintains, monitors and supports third party applications as directed; escalates issues, as appropriate.
- Monitors and reports on network usage, availability and efficiency.
- Develops and implements processes and procedures to improve efficiencies and IT service levels.
- Diagnoses and troubleshoots hardware, software, and network issues, including desktops, laptops, printers, mobile devices, and peripherals.
- Researches and recommends technical features, enhancements, or changes, to support betterment of operations.
- Maintains and keeps up-to-date technology inventory database.
- Responds to staff requests for support of computer hardware, software, technology equipment and resources.
- Creates and leads training sessions and creates documents to assist staff and public in the use of technology and equipment.
- Provides guidance, direction and training to staff, referring performance issues and training needs to the appropriate Manager.
- Actively maintains skills and knowledge of emerging technology trends by participating in conferences, training, communication and engagement with other professionals in the library and/or IT community.
- Provides excellent customer service to internal and external customers.
- Actively participates in meetings, workshops and training sessions.
Education and/or Experience:
The IT Technician will have either completed, or is currently pursuing, a post-secondary degree or diploma in Computer Science or Information Technology.
- Relevant certifications (e.g., comptia A+, Microsoft Certified Desktop Support Technician) a plus.
- Demonstrated experience related to network and server administration in Windows environment (various Windows OS, Active Directory, etc.).
- Ability to identify and implement innovative solutions.
- Demonstrated proficiency working with business productivity software (Office 365).
- Familiarity with MacOS/iOS/Android/Linux operating systems a plus.
- Attention to detail and strong organizational skills.
- Demonstrated customer service skills, effectively able to communicate technical issues and respond to non-technical customers.
- Solid literacy skills (vocabulary, spelling and comprehension).
This role offers an exciting opportunity to make a significant impact in our IT Department and our Company. If you are a results-driven individual, with a passion for driving operational excellence, we encourage you to apply.
This job description is intended to convey information essential to understanding the general scope of the position. This job description is not intended to be an exhaustive list of qualifications, skills, duties, and responsibilities associated with the position. It is specifically understood by the Employee in this position that the employer reserves the right to add or remove duties from this job description at any time.
