Information Technology Support Engineer

Information Technology Support Engineer

Alexandria Library celebrates diversity within our community and staff by:

• Offering programs and resources that reflect our uniquely multicultural community
• Creating a welcoming and inclusive environment
• Fostering an atmosphere of dignity and respect
• Providing opportunities for all staff members to grow and excel

Illustrative Examples of Work

• Maintains and organizes departmental forms including the filing and routing of end-user requests;
• Maintains central resource databases including audio/visual equipment inventory, technician assignments, and asset management database;
• Controls and maintains receipt of new equipment/software and processes surplus requests for auction;
• Provides first level support via telephone, email, or in-person to Library staff requesting assistance for software and hardware issues;
• Logs, routes, and escalates requests in a call-tracking system;
• Provides technical guidance and installs and performs repairs to hardware, software, or peripheral equipment following design or installation specifications;
• Provides audio visual support for meetings
• Conducts research on existing technical problems and investigates new technologies/methods for improving Help Desk operations;
• Creates technical documentation for Help Desk problem resolutions and end-user training;
• Participates in Library-wide software and hardware upgrades;
• Coordinates directly with users and external Help Desks to ensure completion of upgrades under project deadlines;
• Maintains primary responsibility for the maintenance of computers at the Library;
• Manages network accounts in a network management tool such as Active Directory which includes creating, editing, deleting, moving accounts along with basic troubleshooting of access rights;
• Troubleshoots and resolves connectivity issues between the workstation and the network including hardware/software configurations and patch panel/network switch cabling;
• Performs related work as required.

Minimum & Additional Requirements

High School Diploma or GED; one year of experience in the use and maintenance of computers and application software in a network environment, which involved the installation and maintenance of software systems; and completion of college courses in computers; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities. Employees in this class must possess a valid driver's license issued by the state of their residence.

Preferred Qualifications

Four-Year College Degree; one or more years experience performing tasks in direct support of computer hardware, software, and peripherals in a Help Desk setting using a service call tracking system; experience using and/or troubleshooting issues including but not limited to desktop software and enterprise applications. Strong interpersonal communication skills, ability to take initiative, and work with minimum direction. Superior telephone etiquette, dedication to high quality customer service, and the ability to deal effectively with customers, vendors, peers, and management. Ability to work well under stress and deadlines. Able to work after hours as needed for high priority job assignments. Possession of a valid operator license issued by State of residence.