Support Specialist

About the role

The Support Specialist, Grade 22 position at the Headquarters Library is responsible for providing technical support to patrons and staff.

Responsibilities

• Provide Levels 1 & 2 technical support by diagnosing and resolving hardware, software, and configuration issues and implementing solutions.
• Monitor support tools/portals for alerts and red flags.
• Answer helpdesk phone calls and respond to email requests promptly and professionally.
• Listen to users' concerns, troubleshoot issues, and provide solutions or escalate them to the IT Team for further troubleshooting.
• Test, organize, and inventory technology equipment (desktops, laptops, mice, keyboards, etc.).
• Aid users with common problems such as login issues, software installation, and printer troubleshooting.
• Assist in computer replacements in line with the SCPL Lease program.
• Communicate clear and concise instructions to users on problem resolution or workarounds.
• Document and maintain an organized record of all trouble tickets and service requests.
• Prioritize and categorize tickets based on urgency and complexity.
• Stay up to date with emerging technologies and software to provide relevant advice and guidance.
• Assist in maintaining Knowledge Base/Bulletins for known issues.
• Work with the IT team to address technical issues and participate in team meetings as required.
• Share insights and user feedback to help improve the library's technology infrastructure.

Requirements

• High school diploma with related experience; Associate's or Bachelor's degree in a related field preferred.
• Proven experience in providing technical support, preferably in a library or similar environment.
• Strong knowledge of common operating systems (e.g., Windows, tablet OS’s, and portable devices) and MS Office productivity software.
• Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users.
• A customer-focused attitude with a commitment to delivering exceptional service.
• Strong problem-solving skills and the ability to work well under pressure.
• Knowledge of library systems and technologies (e.g., integrated library systems) is a plus.

Qualifications

• SCPL uses multi-factor authentication for network and program access.
• Employees may be required to use their personal device for MFA.
• Driver’s license valid in the State of South Carolina with the ability to drive to other libraries.

Skills

• High school diploma with related experience; Associate's or Bachelor's degree in a related field preferred.
• Proven experience in providing technical support, preferably in a library or similar environment.
• Strong knowledge of common operating systems (e.g., Windows, tablet OS’s, and portable devices) and MS Office productivity software.
• Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users.
• A customer-focused attitude with a commitment to delivering exceptional service.
• Strong problem-solving skills and the ability to work well under pressure.
• Knowledge of library systems and technologies (e.g., integrated library systems) is a plus.

Benefits

The position offers a generous benefit package including multi-factor authentication for network and program access.

Pay

$3334 per month.

Schedule

40 hours per week Monday through Friday 8:00am to 5:00pm, required to participate in a 24/7 on-call support rotation schedule.