IS Support Specialist

Description

The Information System Support Specialist comes under the supervision of the Information Systems Desktop Support Administrator and is responsible for providing support to the Library by performing a variety of technical tasks in the diagnosis, repair, maintenance, and installation of computers and other related Information Systems equipment. This is a full-time exempt position. The starting salary range is $50,000 - $55,000, negotiable and commensurate with experience, plus excellent benefits . Position is open until filled. 

Job Duties and Responsibilities (Essential Functions)

1. Provides client-side support to end users for both application software and hardware.
2. Identifies, prioritizes, and diagnoses software, hardware, and network problems, troubleshoots to identify root cause, or escalates to the appropriate resource for resolution.
3. Works with vendor to coordinate repairs for client-side support.
4. Performs IMAC’s (Install, Moves, Adds, Changes).
5. Identifies environment problems for the end user by documenting user experience, simulating or recreating issues, and other troubleshooting tools.  
6. Recommends process improvements to the IS Help Desk Supervisor regarding the daily operation of the IS support functions.
7. Communicates status, ETA, and feedback to the customer in a professional manner for the life of the issue.
8. Updates assigned tickets with status and resolution in a timely fashion.
9. Coordinates with the IS Help Desk Supervisor to proactively communicates outages and upgrades to our customers.
10. Participates in after-hours and weekend on-call support rotation cycle.
11. Maintains familiarity with basic IS operations.
12. Performs other related duties as assigned.

Requirements

1. Excellent verbal and written communication skills. 
2. Outstanding customer service skills.
3. Experience with Windows, Office, Outlook and other desktop software applications, including installation and user setup.
4. Operational understanding of IP-based networking technologies.
5. Organizational and time management skills.
6. Broad knowledge across IT disciplines.
7. Good communication and partnering skills.
8. Experience writing user friendly documentation.
9. Self-motivated, independent worker and strong team player.
10. Ability to effectively handle multiple tasks. 
11. Ability to learn new skills and systems quickly.
12. Problem solving and trouble shooting skills.
13. Ability to travel.
14. Ability to lift 50 pounds.
15. Ability to speak and understand English is required, additional consideration will be given to individuals that are proficient in any non-English languages spoken in Jackson County, MO including Spanish, Vietnamese, French, Arabic, and Swahili.

Required Education and Experience

• Associate’s degree in information technology-related field and/or equivalent combination of education and experience, Bachelor’s degree preferred.
• 2-3 years experience in a related field with a working knowledge of computers, networking, Windows 10 and 11, MS Office Suite, Microsoft Outlook, VPN, web applications, time management, and troubleshooting skills.
• Must have valid drivers license and availability of car during scheduled hours.

Preferred Experience

• A certification preferred, but not necessary.

Work Environment

Work is performed at the Library’s Administrative Annex and Library Branches throughout the district. Primary workspace is shared with co-workers in an office environment, other work will be performed in a public space amongst staff and patrons from a diverse socio-economic community.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

The employee must be able to perform the essential functions and job requirements of the position satisfactorily.  If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship. 

How to Apply

Please apply for this position through our web application system. Kansas City Public Library is an equal opportunity employer and is committed to creating an inclusive environment for all employees.

Salary : $50,000 - $55,000