JOB ALERT | DC Public Library seeks IT Specialist (Customer Support) - $61k to $79k
DC Public Library Office of Information Technology supports a large, multi-site networked environment of wired and wireless staff and public workstations connected to cloud-hosted servers and applications within and outside the District of Columbia.
This position is located in the Office of Information Technology and Systems (ITS), District of Columbia Public Library. The incumbent provides customer support to neighborhood services and other library units and provides prompt resolution of trouble tickets generated by staff responsible for the public computing access network and the administrative network. The incumbent also acts as a liaison with neighborhood library and central library staff to update and maintain software and hardware for public and staff use. The incumbent provides backup support for the public access and print management system.
Duties and Responsibilities
Sets up, maintains and troubleshoots workstation and server operating systems. Installs computers, monitors, printers, scanners, and related equipment, ensuring compatibility of hardware and considering the needs of the user at all DCPL locations.
Enters and updates service requests in problem tracking and resolution databases (e.g. Remedy).
Diagnoses and resolves problems in response to customer reported incidents and needs.
Assists with desktop application enhancement programs.
Organizes and conducts appropriate public access training meetings for library services staff.
Performs quality control on contracted support staff work.
Partitions and formats hard drives, loads operating system, and selects appropriate configurations; sets up server options.
Installs and configures off the shelf applications, programs, including word processing, spreadsheet, database, and presentation software. Instructs customers in person, via email and by telephone, in use of hardware and software, security procedures.
Responds to calls about malfunctions, troubleshoots both hardware and software to identify and resolve problems and makes repairs, if necessary. Maintains records in IT help desk and asset tracking systems.
Develops and updates IT documentation. Instructs customers in the operation of digital telephone service, and voice mail. Troubleshoots basic telephone and cabling problems.