IT Help Desk Specialist

IT Help Desk Specialist Part‑time

Information Technology Department.

The purpose of the Help Desk Specialist is to provide internal technical support that ensures the efficient operation of all computers, laptops, mobile devices, phones, copiers, printers, AV equipment, and other IT related equipment. The position provides both internal and external customer service to ensure a positive customer experience.

The IT Help Desk Specialist reports to the Director of Information Technology and contributes as a team member of the IT department. This position is the first point of contact for internal IT service requests, queries, and reporting of system failures. It is also the primary responder to audio/visual and technical equipment set-up and support requests for meetings and presentations. The Help Desk Specialist provides excellent customer service, communicating effectively with people regardless of age, race, sexual orientation, ability level or background.

• Provides first and second level technical support to users, may include low-to-mid level network and systems administration functions.
• May include setting up and modifying users on the active directory including rights, security, and system groups.
• Assists in maintaining user and group file backups using designated hardware and software.
• Under general supervision, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting, and supporting PC hardware, operating systems, software applications, peripherals and payment systems and technology including printers, Jamex, Mobile, and NFC.
• Tracks issues to resolution, creates good technical documentation and updates the internal knowledgebase.
• Maintains phone system, including any changes and updates as needed.
• Maintains A/V equipment in good working order and responds to requests for A/V and technical equipment used in meetings and presentations; ensures A/V set‑ups are working and ready for use in advance of events and takes down and stores equipment.
• Maintains list of IT inventory equipment and supplies, including ink cartridges, toner, and other regularly used supplies.
• Works on special projects as assigned.
• Under general supervision, exercises judgment and decision making in the diagnosis and resolution of computer hardware and software problems.
• Supports team efforts to maintain a safe and secure environment for customers and staff by maintaining awareness of surroundings and working in accordance with safety policies and procedures.
• Participates in regularly scheduled department meetings, attends all staff development days and other training sessions to acquire new skills and stay current on all information that is pertinent to PCCLD.
• Reads daily organizational communications from intranet, e‑mail, newsletters and print announcements.
• Stays current on all library services, programs and events throughout the district.
• Regularly accesses electronic time‑keeping, payroll and personnel employee access systems.

• Associate’s degree in Information Technology or related field
• Information Technology Certification such as CompTIA A+ preferred;
  Bachelor’s degree preferred
• One year of related experience is strongly preferred

• Must be able to work a flexible schedule including days, evenings and weekends and on‑call.
• Must submit to and successfully pass a criminal background investigation.
• May require some driving; must have a good driving record, Colorado Drivers License and insurance.