IT Support Specialist

· Provide technical support by diagnosing and resolving hardware, software, and configuration issues and implementing solutions.

· Monitor support tools/portals for alerts and red flags.

· 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.

· Test, organize, and inventory technology equipment (desktops, laptops, mice, keyboards, etc.)

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

· Perform small projects such as hardware, software, and peripheral installs/deployments.

· 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, software, and news to provide relevant advice and guidance.

· Assist in maintaining and creating Knowledge Base/Bulletins for known issues

· Work with the 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.

EDUCATION: High school diploma with related experience; Associate’s or Bachelor’s degree in a related field preferred., · 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.

· Working knowledge of Active Directory and scripting languages such as PowerShell

· 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.

· SCPL uses multi-factor authentication for network and program access. Employees may be required to use their personal device for MFA.

· Driver’s license valid in the State of South Carolina with the ability to drive to other libraries

Pulled from the full job description 401(k) Health insurance Retirement plan Paid time off Vision insurance Health savings account Dental insurance, * 401(k)

• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance