• PC/LAN Support Technician Level I

    The New York Public Library (Bronx, NY)


    PC/LAN Support Technician Level I

    **Department:** Information Technology

    **Employment Type:** Full Time

    **Location:** Bronx Library Center

    **Reporting To:** Alexander Serna

    **Compensation:** $72,936 / year

    Description

    _This is an on-site position_

    Overview

    The IT Service Delivery team provides technology support for over 13K+ endpoints across 92 locations in the Bronx, Staten Island, and Manhattan for both patrons and staff. The team’s main responsibilities are installing and maintaining end-user technology, break/fix, asset management of computer & peripheral technology, customer service, client engagement, and working with other IT teams to solve technology issues.

     

    + **Performs comprehensive maintenance:** Handles troubleshooting, repairs, upgrades, and complex installations of computer systems and peripheral equipment throughout the library network.

    + **Manages service requests:** Monitors, maintains, and accurately documents all assigned service tickets and hardware inventory using the NYPL Technology ticket management system.

    + **Facilitates problem resolution:** Identifies and escalates complex technical issues to IT management when necessary to ensure timely solutions.

    + **Supports IT initiatives:** actively participates in and contributes to ongoing IT hardware and software upgrade projects.

    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 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 the Technology Infrastructure staff

    + Performs related duties as required

     

    Required Education, Experience & Skills

    Required Education & Certifications

    + Bachelor's Degree in Computer Science (or related field) - OR - High School Diploma and relevant experience in IT support

    + A+ Certification

    Required Experience

    + Experience in troubleshooting PCs, printers, and other computer-related equipment

    + Experience working in Windows and Mac OS environments

    + Demonstrated customer service

    Required Skills

    + Successfully demonstrated advanced skills in at least two of the following: MS Office Suite 2016 and above, Apple MacOS 12 and above, Windows 10 and 11.

    + Successfully demonstrated experience with and current knowledge of computer hardware and software

    + Ability to install and configure desktop and laptop computers running Windows and Apple MacOS operating systems, as well as common peripherals (e.g., printers, scanners)

    + Demonstrated ability to multitask and prioritize varying projects

    + A valid driver’s license with an acceptable Motor Vehicle Record is highly preferred

     

    More...

     

    Core Values

    _All team members are expected and encouraged to embody the NYPL Core Values:_

    + Be **Helpful** to patrons and colleagues

    + Be **Resourceful** in solving problems

    + Be **Curious** in all aspects of your work

    + Be **Welcoming** and **Inclusive**

    Work Environment

    + Working in multiple NYPL branches and research centers across the organization

    + Daily travel between NYPL branches and research centers

    + Monday through Friday, available during open branch and research center hours

    + Must have flexibility to work Saturdays on a rotating basis, evenings, and Sundays for special projects on an as-needed basis

    + Schedule subject to change

    Physical Duties

    + Ability to lift/move up to 30 pounds

    + Transporting (from location to location), installing, and moving (within an office or multi-floor environment) technological equipment

    + Ability to install computer equipment in branch and office environments

     

    Pre-Placement** **Physical Required?

     

    No

     

    Union/Non Union

     

    Local 1930

     

    FLSA Status

     

    Non-Exempt

    Schedule

    + 35 hours per week on-site

    + M-F (8-4, 9-5 or 10-6)

    + Occasional Saturdays required

     

    _This job description represents the types and levels of responsibilities that will be required of the position and shall not be construed as a declaration of all of the specific duties and responsibilities for the role. Job duties may change if Library priorities change. Employees may be directed to perform job-related tasks other than those specifically presented in this description as needed._

     

    _The New York Public Library_** **_Salary Statement_

     

    At the Library, we believe that pay transparency and pay equity are important to ensuring we source the best candidates and keep the best employees. When making a determination as to the appropriate salary for a candidate, we consider a variety of factors such, including, but not limited to, the position requirements, the skills, prior experience, and educational background required or preferred for the job, the scope and impact of the role within the organization, internal peer equity, and the candidate's specific training, experience, education level, and skills. No single factor is conclusive; the Library reserves the right to consider any and all relevant factors and make a decision consistent with its policies.

     

    Union Salaries are determined by collective bargaining agreement(s).