PC/LAN Support Technician Level I
About The Position
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.
Requirements
- Bachelor's Degree in Computer Science (or related field) - OR - High School Diploma and relevant experience in IT support
- A+ Certification
- Experience in troubleshooting PCs, printers, and other computer-related equipment
- Experience working in Windows and Mac OS environments
- Demonstrated customer service
- 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
Nice To Haves
- A valid driver’s license with an acceptable Motor Vehicle Record is highly preferred
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
5,001-10,000 employees
