Technical Support Analyst

Pikes Peak Library District, Library 21C

1175 Chapel Hills Drive, Colorado Springs

Application Deadline

Apply By Nov 14th, 2019

Wages

$22.83 per Hour   Calculate

Location

Colorado Springs, CO

Hours

40.00

MLS

Not Required

Minimum Education

Not Specified

Library Experience

Not Specified

Supervisory Experience

Not Specified

Type of Library

Public

This job is more than 3 weeks old or the application deadline has passed.

Job Description

PROCEDURE FOR APPLICATION: 
1. Complete a PPLD online application located at ppld.org/jobs 
2. Resume and cover letter required. 
3. Attachments should be submitted in the following file types: .doc, .docx, .xls, .xlsx, .pdf, .htm 
4. If you require an accommodation to complete your job application, please contact the Human Resources Office at (719) 531-6333, Ext. 6380

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. 
Essential Functions 
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. 
 Guides staff through remote diagnosis and repair of general computer and communications issues. 
 Maintains confidentiality in all customer and staff interactions. 
 Maintains confidentiality regarding network configurations, passwords, or other security or proprietary PPLD information. 
 Provides triage for support calls and/or refers calls to appropriate IT staff as necessary. 
 Utilizes online issues support database, enters tickets, directs tickets to appropriate staff, and follows assigned tickets to process completion. 
 Performs routine preventive maintenance on peripherals; executes jobsite-specific replacement of hardware and software as required. 
 Constructs and deploys complete software and hardware builds tailored to specific client needs. 
 Receives, assembles, and performs initial diagnostics on all new equipment; performs software and security updates. 
 Arranges for repair work to be performed by outside sources when needed; works with vendors to obtain price quotes for computer related equipment and software. 
 Manages computer hardware and software inventory; maintains records of equipment and software configurations. 
 Organizes and monitors systems equipment storeroom.

Required Knowledge, Skills, and Abilities 
The employee is expected to perform or possess the following: 
 Thorough 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. 
Technical Support Analyst (Contd...) 
 Demonstrates knowledge of computer support and repair, including on-site and telephone Help Desk support. 
 Demonstrates skills in the construction and deployment of complete system builds tailored to specific client needs. 
 Demonstrates general knowledge of Integrated Library Systems (ILS), telecommunications, and server operating systems. 
 Ability to exhibit leadership, sound judgment and professional demeanor in all situations; thinks and acts appropriately under pressure. 
 Demonstrates ability to explain technical concepts to non-technical computer users. 
 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, customers, and vendors. 
 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 Bachelor’s degree in computer science, programming, information systems or a related field, or the equivalent combination of education, training or experience. 
2. Requires a minimum of five years of computer support and repair experience in a professional or educational setting. 
3. Requires a valid Colorado driver’s license.


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.

The Community

Colorado Springs is located at the foot of Pikes Peak – America’s Mountain.  The city is the second most populous city in the state of Colorado. Colorado Springs is a place that offers something for everyone; with great educational institutions, abundant sunshine year round, magnificent natural scenery, outdoor activities including hiking, bicycling, fishing and camping, the arts, theater and charming communities.

Posted Nov 1, 2019