IT Support Specialist

Description

Department:           IT

Pay Grade:               111                

FLSA Status:             Non-Exempt

JOB SUMMARY

The IT Support Specialist supports The Live Oak Public Libraries (LOPL) IT Services at our branch locations which include managing and resolving issues related to: end user devices, local and hosted applications, and network communications.

ESSENTIAL JOB FUNCTIONS

• Diagnose and resolve technical issues related to computer hardware, peripherals, and network connectivity
• Identify trends, answer questions and train users on use of existing and new software or hardware platforms
• Manage end user devices utilizing centralized platforms such as SCCM or Endpoint Central
• Utilize Service Desk platforms to manage incident and service requests
• Respond and take actions related to cybersecurity issues.
• Develop methodologies for efficient management of devices and software
• Performs hands-on equipment installation and repair, and remote assistance at the desktop level, including but not limited to installing and upgrading software, and configuring systems and applications. 
• Provides audio-visual support for staff and patron meetings. 
• Leads and/or assists with implementation, configuration and management of new and existing software solutions.
• Act as liaison for the Director of Technology with library staff and at meetings where appropriate.

Qualifications

QUALIFICATIONS

Education and Experience:

• Requires a Bachelor’s Degree in Computer Science, Computer Engineering, Information Technology, or a related field; and three (3) years of experience in end user device/application support; or equivalent combination of education and experience.

Additional Requirements:

• Technical certifications such as CompTIA A or Network certification desired. 
• Experience working in an IT field service support position providing end-user support in multiple locations preferred.
• Experience leading/managing small projects desired.
• Researching, implementing and managing new/existing applications platforms
• Experience working in a library or educational environment is preferred.

Licenses or Certifications:

Valid driver’s license and insurability required. Must have reliable transportation to travel to all library branches and other meetings as needed. 

Special Requirements:

None.

Knowledge, Skills and Abilities:   

• Exhibit excellent time management, high integrity, and ability to safeguarding sensitive data
• Exhibit solid analytical skills and attention to detail
• Must be able to communicate well with staff of varying levels of technical knowledge, write effectively and clearly, and must combine knowledge and appreciation of LOPL business priorities with their technical knowledge to efficiently and effectively support the LOPL end user community.
• In-depth knowledge of Google Workspace and/or Microsoft 365 platforms
• Knowledge of network fundamentals related to device connectivity and troubleshooting. 
• Familiarization with applications such as ServiceDesk Plus, Endpoint Central, enterprise Antivirus platforms and project/task management applications such as Asana. 
• Familiarization with Ubiquiti network devices is preferred. 

PHYSICAL DEMANDS

Work is typically performed with the employee sitting at a desk, standing for extending periods, or bending/stooping. The employee must be able to lift and carry up to 50 pounds routinely, climb ladders, climb stairs, stand for extended periods of time, extended walking within and outside branch locations, reach, bend, and stoop. Full range of hand and finger motion is required for data entry purposes. The ability to distinguish color is required for network wiring purposes. Additionally, the following physical abilities are required:

• Balancing: Maintaining body equilibrium to prevent falling while walking, standing or crouching on narrow, slippery, or erratically moving surfaces. The amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.
• Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Body agility is emphasized.
• Crawling: Moving about on hands and knees or hands and feet. 
• Crouching: Bending the body downward and forward by bending leg and spine.  
• Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.  
• Grasping: Applying pressure to an object with the fingers and palm. 
• Handling: Picking, holding, or otherwise working, primarily with the whole hand. Must have the ability to place records, files, and boxes weighing no more than 25 pounds on shelves about head level. 
• Manual Dexterity: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discrimination in sound.
• Hearing 2: Ability to receive detailed information through oral communication, and to make the discrimination in sound. Must have the ability to hear well enough to carry on a normal conversation with clients both in person and on the telephone.
• Kneeling: Bending legs at knee to come to a rest on knee or knees.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
• Mental Acuity: Ability to make rational decisions through sound logic and deductive processes. 
• Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion. 
• Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward. 
• Reaching: Extending hand(s) and arm(s) in any direction. 
• Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers. 
• Speaking: Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
• Standing: Particularly for sustained periods of time.
• Stooping: Bending body downward and forward by bending spine at the waist. Occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
• Talking 1: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. 
• Visual Acuity 1: Have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading. Must have the ability to see well enough to interpret data on a computer monitor. 
• Visual Acuity 2: Including color, depth perception, and field vision. 
• Visual Acuity 3: Visual Acuity to determine the accuracy, neatness, and thoroughness of the work assigned or to make general observations of facilities or structures. 
• Visual Acuity 4: Have visual acuity to operate motor vehicles and/or heavy equipment. 
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

WORK ENVIRONMENT

Typical office/library environment. Some fluctuations in building temperature related to HVAC problems can cause uncomfortable periods of heat or cold.  Some periods of elevated noise levels. Some stress related to the type of work being performed may be encountered e.g., pressure related to periods of high-volume activity and multiple demands.

The work week is a 40-hour work week. After Hours and holiday availability, while rare, is required.

                                 Live Oak Public Libraries has the right to revise this job description at any time. This

 description does not represent in any way a contract of employment.

Salary : $23 - $30