IT Tech II - Libraries

About the role

This position provides technical support for all end user computing and communications equipment and software. Performs second level technical Service Desk support for Pasco County Library Services.

Responsibilities

• Provides hardware and software support for PCs, telephones and network/telecommunications system infrastructure equipment including installation, configuration, upgrades, and troubleshooting.
• Provides software support for email systems, library software applications (Hoopla, Overdrive, cloudLibrary, etc.), and Integrated Library System.
• Maintains and reports repairs for communication lines, infrastructure hardware and software.
• Serves as point-of-contact with vendors to schedule and coordinate preventative maintenance on computer, peripheral equipment, and digital resources.
• Advises, trains, and assists end users and fellow employees on system operations and usage.
• Updates documentation manuals with new procedures and modifications to existing procedures.

Knowledge, Skills and Abilities

• Ability to support software and productivity applications including MS Office, MS Project, MS Outlook, Internet Explorer and select proprietary applications.
• Ability to support user level OS for Windows Operating Systems, Terminal Services, Cisco AnyConnect and XenDesktop.
• Ability to troubleshoot, repair and perform preventative maintenance for PCs, Thin Clients, laptops and printers.
• Ability to setup, support and troubleshoot remote office VPNs and cable modems.
• Ability to pull and punch down network cable and diagnose/repair cat5/6 network connections.
• Working knowledge of website design using HTML, MODX, or other content management systems.
• Ability to follow established standards and make suggestions for improvement.
• Superior communication and interpersonal skills.
• Exceptional analytical and troubleshooting abilities.
• Experience with Android and iOS operating systems, wireless hotspots (MiFi), Microsoft Windows Server Active Directory, Microsoft SCCM, IP and subnets with VPN tunneling, firewalls, and Internet security and TCP/IP troubleshooting.
• Ability to accurately perform detailed tasks and adjust and adapt to changing work processes.

Minimum Requirements

• Physical Skills: Ability to communicate effectively using verbal, written and visual communication.
• Education, Training and Experience: Graduation from an accredited college or university with an Associate degree in Computer Science or related field OR possession of a High School Diploma with two (2) years' experience in the installation, configuring and troubleshooting of personal computers and networks and CompTIA A+ certification or equivalent technical certificate. Experience writing user documentation.
• Preferred Experience: Experience with VOIP telephone systems, email and cellular Push to Talk technologies, smartphones and email integration.
• Licenses, Certifications or Registrations: Must possess a valid Florida driver's license.