Support Technician

THIS POSITION IS OPEN UNTIL FILLED.

To be considered for this position, applicants must submit a cover letter, application, and resume.

POSTING DATE: April 1, 2025
JOB TITLE: Support Technician, Grade 21
LOCATION: Systems Department, Headquarters Library
DATE AVAILABLE: May 1st, 2025
SALARY: $2,958 per month (Includes generous benefit package)

HOURS: 40 hours per week

Monday through Friday 8:00am to 5:00pm, required to participate in on-call support rotation

EDUCATION: High school diploma with related experience; Associate's or Bachelor's degree in a related field preferred. Must complete pre-employment testing.

ESSENTIAL FUNCTIONS:

· Provide Level 1 technical support by diagnosing and resolving basic hardware and software issues.

· Answer helpdesk phone calls and respond to email requests promptly and professionally.

· Listen to users' concerns, troubleshoot issues, and provide solutions or escalate them to the IT Team for further troubleshooting.

· Assist in testing, organizing, inventorying technology equipment

· Assist users with common problems such as login issues, software installation, and printer troubleshooting.

· Assist in computer replacements in line with the SCPL Lease program.

· Communicate clear and concise instructions to users on problem resolution or workarounds.

· Document and maintain an organized record of all trouble tickets and service requests.

· Prioritize and categorize tickets based on urgency and complexity.

· Stay up to date with emerging technologies and software to provide relevant advice and guidance.

· Assist in maintaining Knowledge Base/Bulletins for known issues

· Work with IT team to address technical issues and participate in team meetings as required.

· Share insights and user feedback to help improve the library's technology infrastructure.

· Participate in 24/7 on-call support rotation schedule

KNOWLEDGE & SKILLS:

· High school diploma with related experience; Associate's or Bachelor's degree in a related field preferred.

· Proven experience in providing technical support, preferably in a library or similar environment.

· Strong knowledge of common operating systems (e.g., Windows, tablet OS’s, and portable devices) and MS Office productivity software.

· Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users.

· Customer-focused attitude with a commitment to delivering exceptional service.

· Strong problem-solving skills and the ability to work well under pressure.

· Knowledge of library systems and technologies (e.g., integrated library systems) is a plus.

· Possession of an appropriate driver's license valid in the State of South Carolina

The Library accepts applications with cover letter and resume when a job position is available. Drug Testing is a part of the Library’s hiring process. If you require any accommodations in applying for any position, please do not hesitate to ask. The Spartanburg County Public Library is proud to be tobacco free.

Job Type: Full-time

Pay: $2,958.00 per month

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday
• On call

Education:

• Associate (Preferred)

Experience:

• Software troubleshooting: 1 year (Preferred)
• Customer service: 1 year (Preferred)
• Windows: 1 year (Preferred)

Ability to Commute:

• Spartanburg, SC 29306 (Required)

Ability to Relocate:

• Spartanburg, SC 29306: Relocate before starting work (Required)

Work Location: In person

Salary : $2,958