Tier II Technical Support

Primary Responsibilities

• Handle escalated IT issues from the outsourced T1 support team, providing thorough troubleshooting and resolution of hardware, software, and networking problems and escalating further to senior IT staff as needed.
• Support the deployment and configuration of computers, printers, and peripherals across the organization, performing more complex installations, upgrades, and maintenance tasks under the direction of senior IT staff.
• Aid senior IT staff in diagnosing and resolving network (switches, routers), hardware (servers, network appliances), and application-related issues.
• Collaboratively work with other IT staff on system documentation, knowledge base updates, and standard operating procedures (SOPs), contributing to the accuracy and usability of internal resources.
• Work with vendors to resolve hardware and software problems.
• Provide IT help desk support as needed and resolve tech issues efficiently and accurately, with an emphasis on exceptional customer service.
• Close all tickets upon completion after recording the problems found, action taken, and follow-up work required.
• Diagnose and fix computer hardware, software, and system configuration problems.
• Follow established procedures for all diagnostics, installation, and quality checks.
• Perform disk cloning operations for system backups, recovery, and deployment purposes using tools such as Clonezilla, F.O.G., or equivalent software.
• Assist in managing and maintaining mobile devices using mobile device management (MDM).
• Install and support the Library’s public service hardware and software, including a book sorter, remote lockers, receipt printers, barcode scanners, copiers, time and print management, point-of-sale systems, etc.
• Manage and maintain the integrity of the MacOS, iPadOS, and Windows OS, including handling updates, patches, and OS-level troubleshooting.
• Manage the deployment of patches and updates using automated patch management systems (e.g., SCCM, ManageEngine Endpoint Central, WSUS, etc.).
• Develop and maintain patching schedules, ensuring systems remain up-to-date and secure against vulnerabilities.
• Help maintain and organize all IT assets.
• Make sure assets are properly tagged, recorded, and accounted for.
• Absorb retired assets scheduled to be decommissioned.
• Actively supports diversity, equity, and inclusion and promotes a culture where all staff and customers belong.
• Provide regular reports on system performance, patching status, and other key IT metrics.

Minimum Qualifications

• Advanced knowledge of the following OS’s: Linux (Redhat, Ubuntu), MacOS (10.x-14.x), iPadOS (13.x-17.x), Windows (10-11), Windows Server (2012-2022)
• Experience with VMware (vCenter, vSphere, and ESXi)
• Experience with Apple, Dell, and Lenovo hardware
• Knowledge and understanding of Storage, SAN, NAS, & Backup Technologies
• Excellent understanding of Active Directory and Group Policies
• Experience with hard drive cloning and imaging software
• Experience with patch management processes and tools
• Experience with MDM (Mobile Device Management)
• Basic networking knowledge (TCP/IP, DNS, DHCP)
• Problem-solving and diagnostic skills relative to troubleshooting and repairing computer hardware, software, and system configuration settings, including but not limited to network log-on, authentication, IP address, internet setup, Window Group Policies, mapping network drives, problems with barcode readers, cloners, printers, self-checkout units, and AV equipment
• Communication and listening skills necessary to assist staff with hardware, software, and technology-related issues
• Excellent customer service skills and the ability to interact professionally with staff possessing various levels of hardware and software knowledge
• Ability to be self-directed, organized, detail-oriented, trustworthy, reliable, good work ethic, accountable, and manage multiple tasks in a fast-paced environment
• Ability to maintain data security procedures and a high degree of confidentiality
• Strong critical thinking and technical troubleshooting skills