Job Description
Grade: 42
Hours: Full-time (some evenings and weekends)
Salary: $41,526.00 - $56,182.00/year plus full-time benefits
Location: District Support Services, Greeley, CO
Supervisor: IT Manager
FLSA Classification: Non-exempt
Supervises: None
Role:
Implements and provides technical support for client systems and services such as desktops, laptops, printers, phones, client side software, peripherals, and accounts.
Major Duties and Responsibilities:
50% - TECHNICAL SUPPORT – Acts as the internal primary resource for questions and assignments related to client service needs by answering incoming phone, email and other means of client contact, monitors the IT work queue to confirm all tickets are assigned and in process, create accurate work tickets and either immediately resolve client need or assign to an appropriate IT resource, identifies/filter precedent setting requests and escalate to IT management, consults or escalates advanced technical needs to appropriate resources. E
10% - VENDOR RELATIONS – Coordinates with vendors to ensure client repairs result in minimal disruption to daily operations and are completed in a timely manner. E
25% - SUPPORT PROCESSES – Ensures client configuration and support processes are optimized to ensure the most efficient use of resources, consistency in installations (and customer experience) and rapid response for customers; ensures best practices are applied for installation, configuration and security equipment. E
10% - DATA ANALYSIS – Tracks and reports on client system use, installation and support statistics in order to provide information in order to formulate recommendations for continued operational improvement. E
10% - OTHER DUTIES – Conducts training on client systems and assists Manager in order to ensure the smooth operation of the department. N
Minimum Requirements:
Education:
Associates Degree in Information Technology
Experience:
2 – 3 years of previous equivalent work experience
A+ and/or MS client certifications (preferred)
Or any combination of education and experience which provides the success factors.
District Success Factors:
Focuses on the customer
Initiative
Contributes to a positive work environment
Strategic thinking
Pursues personal development
Continuous improvement
Takes pride in the workplace
Emotionally intelligent
Tactful
Knowledge of public library operations
Creativity
Job Success Factors:
Troubleshooting and analytical skills
Knowledge of current technologies
Knowledge of industry best practices
Skill in customer relations
Skill in Microsoft client products
Able to effectively present information to both technical and non technical audiences
Able to work independently
Able to multitask and effectively manage an assigned workload per a defined schedule
Advanced skills in the office suite and other commonly used applications
Able to work with effectively vendors to obtain needed results
Able to design and implement solutions that reflect industry best practice
Strong work ethic, reliable and dependable
Physical Success Factors:
This Job Description is not a complete statement of all duties and responsibilities comprising this position.
Additional Info & Requirements
2 – 3 years of previous equivalent work experience
Or any combination of education and experience which provides the success factors.
Website
https://www.mylibrary.us/
Human Resources / Job Listings
https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=02b46484-ea12-4af4-b8b0-c0085fe9b4d7&ccId=19000101_000001&type=MP&lang=en_US
HR Info
For more information regarding open positions and to apply online, please visit our website at www.MyLibrary.us