IT Systems Support Specialist

Description

You belong to a team of extraordinary people who make the magic happen behind the scenes. You are a go-to person for HCLS staff, connecting them with what they need to be successful.  HCLS depends on your support to make our organization run smoothly.  You contribute to the team effort and are capable and efficient in your work. You welcome visitors with a warm and friendly greeting. You make us shine.  

We are seeking a highly motivated IT Systems Support Specialist to join our IT team! We enjoy a collaborative work environment and a generous benefits package including 14 paid holidays and your birthday off. Interested in joining our team?

Who You Are:

• You engage well with others and love getting to know those around you
• You are passionate about delivering an extraordinary customer experience
• You are a problem solver, a quick study
• You are a team player and anticipate the needs of others
• You are comfortable behind the scenes

A job you will love:

• You provides Tier 2 IT support by performing standard and non-standard troubleshooting for software issues and escalates as appropriate to ensure effective resolution of problems.
• You monitor the performance of servers, including the production and telephony environment, online catalog, and SQL Server jobs.
• You implements and monitor remote authentication for online resources and test reported problems.
• You interface with business subject matter experts and cross functional teams to gather business requirements. 
• You maintain interfaces between HCLS databases, third-party products, in-house developed products, and web-based applications that require authentication.  
• You conduct troubleshooting practices, installs licenses, and adjusts settings on peripheral devices across branches applies technical expertise to ensure continuity of operations
• You collect and aggregate data from multiple sources to identify issues or trends, create dashboards and reports for others and aid in the data analytical process. 
• You provide data integrity assurance including monitoring, validating, managing data, and resolving discrepancies.? 
• You perform maintenance of databases and tables, as well as after-hours Windows updates and backups of Polaris servers.Y
• You develop, provide, and maintain training curriculum, and operational documentation.
• You Performs duties for the library’s integrated library system including developing test plans, conducting research and analysis, and assessing & evaluating demand.
• You identify and test new tools to meet business requirements.
• You perform standard IT system updates and routine procedures.
• You collaborate with colleagues on various IT projects.
• You provide excellent and timely internal customer service.
• You respond to Help Desk and IT Service Tickets
• You step up when needed to perform other duties and special projects as assigned
• You maintain regular and predictable attendance
• You have a current valid driver’s license

We are guided by these shared responsibilities: 

• Positions Howard County Library System (HCLS) as the place to learn, grow, and connect  
• Contributes to achieving HCLS' racial and social equity goals. ?Please view the ?Brave Voices, Brave Choices?initiative ? 
• Effectively lives our strategic values of community, equity, intellectual freedom, learning, and teamwork   

Requirements

Do you have what it takes?

• Bachelor’s Degree required

• 3 years of Level 2 tech support services

• Experience developing, analyzing and presenting data reports

• Experience working and trouble shooting in Windows 11 operating system, Office 365 and performing Windows server           updates

• Working knowledge of Active Directory & SQL Server Management Studio  

• Experience writing documentation and/or responses to customers

• Ability to perform software upgrades when needed

• Ability to effectively communicate with HCLS staff

Preferred Qualifications

• Integrated Library System database experience

• Working knowledge of Polaris/LEAP

• Working knowledge with web development tools including WordPress, HTML, and CSS

• Ability to comprehend detailed instructions and follow established procedures.

Your job at the library will be active:

• Job requires sitting, standing, walking, bending, lifting, pulling, pushing and driving, appropriately use equipment (i.e hand truck)
• Driving between branches is required

Additional Details

• Position currently located at HCLS Administrative Branch
• Works under the supervision of the Director of IT
• Full-time: 37.5 hours per week; typically Monday – Friday between 8 am & 5 pm
• Grade 10; Salary: $47,631 - $83,522
• Position open until filled

Howard County’s diversity is its greatest asset. Howard County Library System embraces its multi-cultural and multi-ethnic character. All communities, including communities of color and immigrant communities, are fundamental to our spirit of service, workforce and long-term success. Equity and empowerment are top priorities. We believe all Howard County residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. Among our goals is for our workforce to reflect the community it serves. We are actively working to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Howard County Library System takes pride in providing equal employment opportunities.

Salary : $47,631 - $83,522