IT Technician Support (Full-Time $15.38/ hour)

East Chicago Public Library•East Chicago, IN

About The Position

The IT Support Specialist ensures library users and staff can access the technology needed to perform their work effectively. The role provides technical support for hardware, software, and network issues; maintains technology systems; assists with upgrades and installations; supports security measures; and documents requests and resolutions. It also includes training users, communicating technical information clearly, collaborating with the Associate Director of Information Technology and outsourced technology partners, keeping up with technology developments, updating the website, and preparing statistical reports for supervisors, trustees, and the state library. Travel to multiple library locations is required, and some evening and weekend work is required.

Requirements

High school diploma required.
Strong knowledge of computer hardware, software, and operating systems, with the ability to troubleshoot and resolve technical issues.
Experience with Microsoft Windows client/server environments, Microsoft Office software, and Google Workspace Apps as needed for daily work.
Ability to analyze problems, identify root causes, and develop effective solutions.
Excellent verbal and written communication skills, including the ability to explain technical concepts and instructions to non-technical users.
Customer-focused approach, with empathy for users and the ability to provide timely and effective support.
Attention to detail when troubleshooting and documenting solutions.
Ability to learn new technologies and adapt to changes in technology and the work environment.
Ability to prioritize tasks and manage time effectively to meet deadlines and resolve issues promptly.
Ability to work effectively in a team, collaborate with colleagues, and share knowledge.
Ability to organize and manage tasks, documentation, and information.
Some evening and weekend work is required.
Travel to multiple library locations is required.
Ability, with or without reasonable accommodations, to lift, push, and pull 20 pounds; frequently sit, stand, and walk; and occasionally squat, bend, twist at the waist, and kneel.
Sufficient speech, hearing, or other communication capabilities to communicate effectively in person or by phone in a quiet but sometimes noisy environment.
Sufficient manual dexterity to operate a standard keyboard and computer mouse or equivalent technology.
Frequently stand while using hands, wrists, and fingers.

Nice To Haves

Bachelor of Science in Computer Science or a related field.
CompTIA A+ certification.
Experience working in a public library system or library consortium.
A combination of experience and training demonstrating the required knowledge, skills, and abilities.

Responsibilities

Respond to user inquiries and diagnose and resolve hardware, software, and network issues, including guiding users in setting up or using technology.
Troubleshoot technical problems and escalate complex issues to higher-level IT staff when needed.
Install, configure, and maintain desktops, laptops, printers, operating systems, applications, and other hardware and software.
Maintain accurate records of user requests, technical issues, and resolutions, and create or update troubleshooting documentation and user guides.
Assist with system upgrades, installations, migrations, and deployment of hardware or software across the organization.
Implement and maintain security measures, monitor for security breaches, and apply security patches and updates.
Train and support users in effective and secure use of technology, including conducting training sessions or creating training materials.
Communicate technical information clearly to non-technical users and keep them informed about request status and ongoing issues.
Collaborate with the Associate Director of Information Technology and outsourced technology partners to resolve issues and improve IT services.
Participate in projects to enhance IT infrastructure and systems.
Adhere to organizational policies and procedures for IT operations, security, and data management.
Update the website.
Stay informed about technology developments to help the library maintain and improve its services.
Provide monthly statistical reports to the supervisor and trustees and annual reporting to the state library.
Perform other job-related duties and special projects as assigned by the Associate Director of Information Technology.