IT Senior Technician

Under the Technical Support Manager, the IT Senior Technician assists in the implementation, troubleshooting, and ongoing administration of the library’s computer, network, phone, and mobile equipment. Provides exceptional customer service and technical support to end-users.

• Work with the Technical Support Manager to maintain and support both public and staff computers consisting of Windows, Chrome OS, and Mac devices. Occasional support of patrons using public machines required.
• Maintain equipment and software systems and assist with software and system upgrades as assigned.
• Maintain and support the library’s VoIP and mobile phones.
• Configure and deploy technical equipment such as Windows PCs, Chrome OS devices, Apple devices, tablets, scanners, and printers, as well as a variety of specialty library items.
• Troubleshoot common hardware and software problems and elevate high impact issues to the Technical Support Manager.
• Provide tier 1 and 2 support for all Library applications such as Lib Cal and Sierra, and elevate to vendors when necessary.
• Work to maintain an accurate inventory of library technology.
• Provide a high level of end-user support and training for library staff, including IT orientations for new library staff.
• Liaise with the City of Cambridge IT department to troubleshoot and resolve complex staff issues and collaborate on larger projects.
• Create and maintain documentation in the department knowledge base.
• Maintain technical proficiency in Windows, macOS, and Chrome OS software and hardware. Engage in training to ensure a high level of knowledge related to the latest technology.
• Provide supplemental support for all AV equipment including projectors, microphones, speakers, sound systems, and all other lecture hall and conference room equipment.
• Provide excellent customer service both internally and externally and perform job responsibilities in a professional manner.
• Perform other related duties and responsibilities as assigned for the good of the department and library.
• In the case of after-hours emergencies, be reachable by City-provided cellphone to triage and elevate issues to other City or vendor contacts.

Reasonable accommodations will be made to enable qualified individuals with disabilities to perform essential job functions.

• Three (3) to five (5) years of experience performing technical support duties and a Bachelor’s degree in a related field, or equivalent combination of education, experience, and training. In exceptional instances, specialized education, training and/or experience may be substituted for part or all of the required elements.

• Considerable knowledge of computer systems principles and practices, including current industry best practices.
• Skills in performing routine software and hardware troubleshooting on various computers, printers, scanners, etc.
• Proficient in Microsoft Windows, Apple macOS, and Google Chrome OS operating systems and related productivity software.
• Knowledge of PC and Server hardware support and networks.
• Familiarity with ticketing systems such as BMC Track It!, Service Now, or Jira.
• Knowledge of current mobile device systems is desirable.

• Commitment to doing all work through a lens of diversity, equity, inclusion, and anti-racism.
• Ability to effectively communicate technical information to audiences of differing levels of experience, both technical and non-technical.
• Ability to maintain professionalism in a technical support environment.
• Strong commitment to responsive and innovative service and a desire to master new technologies.
• Excellent problem-solving skills.
• Ability to quickly grasp new ideas and concepts.
• Excellent organizational skills.
• Time management skills, including the ability to set and adjust priorities in order to meet assignment deadlines.
• Must be able to pay close attention to details and concentrate on work.
• Must be able to work with frequent interruptions.
• Ability to follow oral and written instructions accurately and thoroughly.
• Adaptability and dependability to collaborate well within a team environment.
• Flexibility to fill in during scheduling…