Library IT Technician: Tech Support & AV Expert

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

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.