Position Summary: Operates in a diverse environment to help fulfill the Library’s mission by maintaining technology resources in both voice and computer systems to enable the efficient use, transfer, storage, and retrieval of electronic data.
Functions listed are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
Provides informed and courteous communication with customers and staff; maintains confidentiality regarding customer/staff interactions, network configurations, passwords, or other security or proprietary PPLD information.
Provides triage for support calls and/or refers them to appropriate IT staff as necessary.
Utilizes online issues support database; enters tickets, directs tickets to appropriate IT staff, and follows assigned tickets through process completion.
Guides staff through remote diagnosis and repair of general computer and communications issues.
Performs routine preventive maintenance on software and hardware; executes job site-specific replacement, as required.
Participates in computer hardware and software inventory maintenance.
Assists Technical Support Analysts in constructing software and hardware builds.
Additional Duties and Responsibilities
Duties are considered non-essential and include the following:
Provides technical assistance for other IT projects, as assigned.
Attends regular department meetings and scheduled All-staff meetings.
Performs other job-related duties as assigned.
Required Knowledge, Skills, and Abilities
The employee is expected to perform or possess the following:
Knowledge of the Pikes Peak Library District’s policies and procedures and ability to follow them.
Ability to act as an ambassador of Pikes Peak Library District by promoting its mission and vision.
Demonstrates ability to analyze technical problems using remote diagnostic software.
Demonstrates general knowledge of Integrated Library Systems (ILS), telecommunications, and server operating systems.
Demonstrates ability to respond with patience and professionalism to requests for assistance from computer users of varying knowledge levels.
Demonstrates excellent verbal and written communication skills; maintains effective relationships within the department, with staff at all levels, and with customers.
Ability to effectively use applications software, including Microsoft Word, Excel, Access, and Outlook, along with standard office equipment.
Ability to work effectively as a team member, organize daily work and meet deadlines in a fast-paced, detail-rich environment.
Education and Experience:
1. Requires a high school diploma or G.E.D., and a minimum of two years of college-level
coursework in computer hardware/software, programming, information systems and/or
2. Requires a minimum of two years of computer support and repair experience in a
professional or educational setting.
3. Requires a valid Colorado driver’s license.
4. Bilingual ability is a plus in serving a diverse community.
Physical and Environmental Conditions:
Work is primarily conducted in an office setting that provides comfortable lighting, temperature and air conditions. Position requires the ability to sit and use a computer or standard office equipment for extended periods. Position requires the ability to stand for extended periods of time. Position requires the ability to occasionally reach, bend, climb, twist and squat. Position requires the ability to lift and move computer equipment weighing up to 50 pounds.
Work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices or meeting rooms, e.g. use of safe work place practices with office equipment, and/or avoidance of trips and falls and observance of fire regulations.