IT Senior Technician

Nelib; Cambridge (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

Nelib in Cambridge, MA seeks an IT Senior Technician to assist in implementing, troubleshooting, and administering the library’s computers, networks, VoIP, and mobile devices for staff and patrons. You will provide high-level end-user support and help develop documentation.

You will work with the Technical Support Manager to maintain Windows, macOS, and Chrome OS devices, upgrade software, manage inventory, and deliver training on IT orientations and library applications.

Qualifications

• Three to five years of technical support experience with a Bachelor's degree in a related field.
• Proficiency across Windows, macOS, and Chrome OS platforms.
• Ability to troubleshoot hardware and software and escalate issues when needed.
• Experience supporting library-specific applications such as LibCal and Sierra is beneficial.

Responsibilities

• Maintain and support public and staff computers (Windows, Chrome OS, Mac).
• Configure and deploy PCs, tablets, printers, scanners.
• Troubleshoot issues and escalate to vendors as needed.
• Provide tier 1 and 2 support for Library applications; maintain inventory.
• Provide staff IT orientations and training.
• Collaborate with City IT department to resolve complex issues.
• Create and maintain department knowledge base.

Skills

Windows OS

macOS

Chrome OS

Customer service

Technical troubleshooting

Communication skills

Documentation & training

Team collaboration

Education

Bachelor’s degree in a related field

Tools

BMC Track-It!

ServiceNow

Jira

Network hardware support

AV equipment support

Job description

Under the Technical Support Manager, the IT Senior Technician assists in the implementation, troubleshooting, and ongoing administration of the library’s computer, network, phone, and mobile equipment. Provides exceptional customer service and technical support to end-users.

• Work with the Technical Support Manager to maintain and support both public and staff computers consisting of Windows, Chrome OS, and Mac devices. Occasional support of patrons using public machines required.
• Maintain equipment and software systems and assist with software and system upgrades as assigned.
• Maintain and support the library’s VoIP and mobile phones.
• Configure and deploy technical equipment such as Windows PCs, Chrome OS devices, Apple devices, tablets, scanners, and printers, as well as a variety of specialty library items.
• Troubleshoot common hardware and software problems and elevate high impact issues to the Technical Support Manager.
• Provide tier 1 and 2 support for all Library applications such as LibCal and Sierra, and elevate to vendors when necessary.
• Work to maintain an accurate inventory of library technology.
• Provide a high level of end-user support and training for library staff, including IT orientations for new library staff.
• Liaise with the City of Cambridge IT department to troubleshoot and resolve complex staff issues and collaborate on larger projects.
• Create and maintain documentation in the department knowledge base.
• Maintain technical proficiency in Windows, macOS, and Chrome OS software and hardware. Engage in training to ensure a high level of knowledge related to the latest technology.
• Provide supplemental support for all AV equipment including projectors, microphones, speakers, sound systems, and all other lecture hall and conference room equipment.
• Provide excellent customer service both internally and externally and perform job responsibilities in a professional manner.
• Perform other related duties and responsibilities as assigned for the good of the department and library.
• In the case of after-hours emergencies, be reachable by City-provided cellphone to triage and elevate issues to other City or vendor contacts.

Reasonable accommodations will be made to enable qualified individuals with disabilities to perform essential job functions.

MINIMUM REQUIREMENTS:

Education and Experience:

• Three (3) to five (5) years of experience performing technical support duties and a Bachelor’s degree in a related field, or equivalent combination of education, experience, and training. In exceptional instances, specialized education, training and/or experience may be substituted for part or all of the required elements.

Knowledge, Skills and Abilities:

Technical:

• Considerable knowledge of computer systems principles and practices, including current industry best practices.
• Skills in performing routine software and hardware troubleshooting on various computers, printers, scanners, etc.
• Proficient in Microsoft Windows, Apple macOS, and Google Chrome OS operating systems and related productivity software.
• Knowledge of PC and Server hardware support and networks.
• Familiarity with ticketing systems such as BMC Track It!, Service Now, or Jira.
• Knowledge of current mobile device systems is desirable.

Other:

• Commitment to doing all work through a lens of diversity, equity, inclusion, and anti-racism.
• Ability to effectively communicate technical information to audiences of differing levels of experience, both technical and non-technical.
• Ability to maintain professionalism in a technical support environment.
• Strong commitment to responsive and innovative service and a desire to master new technologies.
• Excellent problem-solving skills.
• Ability to quickly grasp new ideas and concepts.
• Excellent organizational skills.
• Time management skills, including the ability to set and adjust priorities in order to meet assignment deadlines.
• Must be able to pay close attention to details and concentrate on work.
• Must be able to work with frequent interruptions.
• Ability to follow oral and written instructions accurately and thoroughly.
• Adaptability and dependability to collaborate well within a team environment.
• Flexibility to fill in during scheduling emergencies and vacation periods.
• Friendliness, tact, patience, maturity, and strong interpersonal skills.
• Ability and willingness to travel to library branches across Cambridge as needed during routine work.

PREFERRED QUALIFICATIONS:

• Familiarity with the Minuteman Library Network services to staff and public access PCs.
• Experience working with public libraries.
• Certifications and training courses in network, software, and/or hardware support or other technical areas.
• Experience supporting and administering Chrome OS devices.

PHYSICAL DEMANDS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to operate a variety of machinery and equipment including office equipment such as computers, scanners, AV equipment, and mobile devices; pay close attention to details and concentrate on tasks despite frequent interruptions and moderate noise levels; communicate effectively and exchange accurate information with coworkers and members of the public; read and organize written material; transport carts of materials which can weigh more than 100 pounds across a level floor or on a ramp; carry baskets of materials weighing up to 30 pounds; place library materials on shelves or carts which can be located at floor level or overhead.

WORK ENVIRONMENT:

Works in assigned areas, including offices, training rooms, and public areas of all seven library locations, as necessary. Normal office exposure to noise, stress, and interruptions.

SCHEDULE:

The work week is 37.5 hours assigned in the best interests of the library; primarily Monday through Friday. Flexibility to work evenings and weekends for special circumstances or scheduled activities.

• Monday 9:30am - 6:00 pm
• Tuesday 9:30am - 6:00 pm
• Thursday 9:30am - 6:00 pm
• Friday 9:30am - 6:00 pm