PC/LAN Support Technician Level I

nypl; New York (NY); On-site; USD 52,000 - 70,000; Full time

Job summary

New York Public Library is seeking an on-site IT Service Delivery professional to support over 13,000 devices across 92+ locations. You will troubleshoot, install and maintain end-user technology, manage assets, and coordinate with IT teams to resolve issues.

The role emphasizes excellent customer service, clear communication, and ticket-based workflow. You will handle installation of hardware and software and contribute to technology projects as needed.

Qualifications

• Strong customer service and communication skills.
• Ability to diagnose and troubleshoot common IT issues.
• Experience supporting end-user hardware and software.

Responsibilities

• Provide exceptional customer service to our end-users
• Communicate effectively with all end-users to keep them updated on pending issues
• Fulfill all responsibilities as a member of the IT Service Delivery team including technical support, hardware/software installation, and technology projects
• Use sound judgment and time management to prioritize tasks
• Occasionally install or replace network equipment under supervision
• Perform related duties as required

Skills

Customer service

Technical support

Communication

Tools

Ticketing system

Job description

This is an on-site position

Overview

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