PC/LAN Support Technician Level I

The IT Service Delivery team provides technology support for over 13,000 devices across the 92+ New York Public Library locations. The team’s main responsibilities are troubleshooting, installing and maintaining end-user technology, asset management of computer & peripheral technology, IT related project work, client engagement, and working with other IT teams to solve technology issues.

• Performs IT related maintenance tasks, diagnose, troubleshooting, repairs, upgrades, projects, and more advanced installations of computer systems, and peripheral equipment throughout the library
• Monitor, maintain and accurately document assigned service tickets and computer equipment inventory via NYPL Information Technology’s ticket management system
• Escalate issues when appropriate to IT management

Responsibilities

• Provide exceptional customer service to our end-users
• Communicate effectively with all end-users in order to keep them updated on all pending issues
• Fulfill all responsibilities as a member of the IT Service Delivery team including but not limited to providing technical support, installing new hardware/software, attending meetings, working on technology projects, following standard processes and procedures
• Use sound judgment and time management skills to prioritize all assigned tasks
• Occasionally perform installation or replacement of network equipment under the supervision of Technology Infrastructure staff
• Performs related duties as required, All team members are expected and encouraged to embody the NYPL Core Values:
• Be Helpful to patrons and colleagues
• Be Resourceful in solving problems
• Be Curious in all aspects of your work
• Be Welcoming and Inclusive

Work Environment

• Working in multiple NYPL branches and research centers across the organization
• Daily travel between NYPL branches and research centers

Monday through Friday, available during open branch and research center hours * Must have flexibility to work Saturdays on a rotating basis and evenings and Sundays for special projects on an as needed basis

• Schedule subject to change, No Union/Non Union Local 1930 FLSA Status Non-Exempt Schedule

• 35 hours per week
• M-F (8-4, 9-5 or 10-6)
• Occasional Saturdays required

This job description represents the types and levels of responsibilities that will be required of the position and shall not be construed as a declaration of all of the specific duties and responsibilities for the role. Job duties may change if Library priorities change. Employees may be directed to perform job-related tasks other than those specifically presented in this description as needed. The New York Public Library Salary Statement At the Library, we believe that pay transparency and pay equity are important to ensuring we source the best candidates and keep the best employees. When making a determination as to the appropriate salary for a candidate, we consider a variety of factors such, including, but not limited to, the position requirements, the skills, prior experience, and educational background required or preferred for the job, the scope and impact of the role within the organization, internal peer equity, and the candidate’s specific training, experience, education level, and skills. No single factor is conclusive; the Library reserves the right to consider any and all relevant factors and make a decision consistent with its policies. Union Salaries are determined by collective bargaining agreement(s)., Title: PC Support Tech Location: Brooklyn, NY 11201 On-site/Remote/Hybrid: Onsite Duration: 6 Months Interview Process: Webcam or In-Person No of submissions: No of Positions…

• 1 month ago

• Bachelor’s degree in Computer Science, Information Science, or a related field, or an equivalent combination of education and relevant experience, High School or equivalent required
• A+ Certification

Required Experience

• Experience troubleshooting PCs, printers and other computer related equipment
• Experience working in Windows and MacOs environments
• Demonstrated customer service, * Strong oral, written, and customer service skills including the demonstrated ability to communicate effectively with technical and non-technical staff
• Successfully demonstrated advanced skills in at least two of the following: MS Office Suite/MS365, Apple MacOS, Windows 11
• Successfully demonstrated experience with and current knowledge of computer hardware and software
• Ability to install and configure desktop and laptop computers running Windows and Apple MacOS operating systems, as well as common peripherals (e.g. printers, scanners)
• Demonstrated ability to multitask and prioritize varying projects
• A valid driver’s license with an acceptable Motor Vehicle Record is highly preferred, * Ability to lift and move up to 30 pounds
• Transporting (from location to location), installing and moving (within an office or multi-floor environment) technological equipment
• Ability to install computer equipment in branch and office environments

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