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Technology Support Associate

4 months ago

Hartford, United States Hartford Public Library Full time

Provides direct technology support to all end users. This position often focuses on the diagnosis, repair, maintenance, imaging,
installation and removal of hardware, software, and other related technologies. Provides first level of diagnostic/problem-solving
support by responding to service ticket requests in a timely manner and has the ability to explain technical issues and answers to non
- technical clients. Analyzes problems, provides solutions, refers to online documentation and/or training demonstrates analytical and
diagnostic skills by identifying missing/incomplete information in resolving more complex technology related problems. Due to the
nature of this work this position may have access to confidential information via technical support responsibilities. All other duties as
assigned.

RESPONSIBILITIES INCLUDE:
Technology Support
Customer focused position responsible for delivering a best-in-class customer support experience. Performs computer installations and
support to include cable management, imaging, software, installation, troubleshooting, and maintenance of computers, printers,
peripherals, etc. Possess an advanced knowledge of PCs, printers, keyboarding skills, mobile devices, network functionality. Manage end
user active directory, Windows, and Office 365 accounts.

IT Documentation
Creates and disseminates operational documentation, staff training materials, and user documentation. Contributes to the trouble
ticket system knowledgebase to share technical information with colleagues and promote client self-sufficiency. This includes recording
basic details of the services requests, symptoms, basic diagnostic data, and other key information. Follows documented procedures
utilizing appropriate tools. Determines problem priority and tracks calls referred to assure timely and reliable service.

System Management
Monitor IT environment and escalate IT infrastructure issues to manager. Evaluates infrastructure functionality daily as part of HPL
preopening procedures to ensure technology availability for all end users. Continuously monitor public service technology environment
to provide optimal user experience by proactively managing and eliminating potential service interruptions.

Asset Management
Responsible for asset management process includes receiving, unpacking, inventorying and asset tagging equipment. Records
equipment information in asset inventory tracking system to track issuance, collection, and reassignment of asset. Assures that
equipment utilized in loan programs by departments is properly transitioned to department responsible for managing loanable assets.

EDUCATION and EXPERIENCE/QUALIFICATIONS:

- Associate’s degree in IT or related field. BA in IT or related field preferred. CompTIA A+ certification is a plus.
- At least 2-3 years’ experience working in IT.
- Knowledge and experience of Windows, MAC operating systems, Androids, Printing, MS Office, G Suite, Zoom.
- Knowledge of systems support for software, hardware, mobile and cloud-based software, networking and voice technologies,- Prefer experience with providing classroom technology and audiovisual systems support and on-site customer training for
- classroom technology, conference rooms and computer labs.- Ability to work independently with limited supervision in performance of duties and exercises discretion when managing
- confidential information. Must exercise discretion with respect to the library’s policies and operations.- Excellent customer service skills; strong commitment to excellence.
- Ability to work within a team environment and demonstrate reliability, sense of urgency, attention to detail, and problem
- solving skills.- Troubleshooting/problem solving skills.
- Effective oral and written communication skills.
- Requires Valid Driver’s License

PHYSICAL DEMANDS / WORK ENVIRONMENT:

- Ability to continuously bend, twist, stoop, reach and pull.
- Ability to maintain composure in everyday, potentially stressful situations.
- Ability to meet a flexible work schedule, including evenings and weekends.
- Able to walk, sit and stand for extended periods.
- Close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
- Ability to lift 50 pounds.
- Require ability to drive to multiple Library locations to provide service as needed.

What we offer employees:
Hartford Public Library offers robust benefits you won’t find at other nonprofit organizations through a unique partnership with the City
of Hartford. This includes:

- MERF Pension Plan with employer contribution
- Health Care, Dental, Pharmacy benefits
- Life Insurance
- Mental health support through the Employee Assistance Program
- Tuition reimbursement program
- Paid professional development, continuing education and staff engagement opportunities
- Commitment to, and active plan of, diversity, equity, and inclusion work including implementation of the staff-led DEI Road

Map.

What we offer the commu