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.

An individual should possess the knowledge, skills, and abilities listed and meet the amount of education, training and/or work experience required. 

Knowledge, Skills, and Abilities

• Strong troubleshooting skills with Windows operating systems and common productivity software.
• Knowledge of network infrastructure, Wi-Fi systems, and basic networking concepts.
• Experience supporting public computing environments.
• Ability to diagnose and resolve technical issues in a timely and professional manner.
• Strong customer service skills with the ability to assist both staff and patrons with technology questions.
• Ability to manage multiple priorities and respond to support requests efficiently.
• Strong documentation and communication skills.
• Ability to work independently and collaboratively within a team environment.

JOB REQUIREMENTS 

An individual should possess the knowledge, skills, and abilities listed and meet the amount of education, training and/or work experience required.

• Associate’s degree in information technology, Computer Science, or related field, or equivalent experience.
• At least 2 years of experience providing technical support in a multi-user environment.
• Experience supporting desktop systems, printers, and network devices.
• Valid driver’s license and ability to travel between library locations if required.
• Experience working in a library, educational, or public service environment.
• Familiarity with Integrated Library Systems (ILS) is desired but not required.

Physical Requirements

• Ability to sit for long periods of time and to maintain focus on projects such as computer screens or detailed paperwork.
• Occasionally lifting of items weighing up to twenty-five (25) pounds such as files, books, and other materials.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Tuition Assistance
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long-Term Disability
• Training & Development
• Wellness Resources

EEO STATEMENT

The company and its subsidiaries are an equal opportunity employer and celebrate the population of differences and does not discriminate in its hiring/hiring practices, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

Nothing in this job specification restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently.

Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.