Tier II Technical Support

Location: IT

Status: Full-Time 37.5 hours per week (75 hours per pay period)

Salary Range: R05

Application Deadline: Open until filled

 

Position Summary:
Under the direction of the Information Technology (IT) Project Manager, the Tier II (T2) Computer Technician is responsible for advanced IT support across the organization, handling escalated issues from the Tier I (T1) support team. This role focuses on complex problem resolution, including installing, configuring, and repairing computers, network devices, servers, and peripherals. The T2 Tech also supports network and server infrastructure, performs in-depth diagnostics, and ensures system stability. Collaboration with the outsourced team to ensure seamless handoff and escalation is essential, as is maintaining internal system performance and security standards. Additionally, T2 assists with more complex projects under more senior IT staff and supports the smooth collaboration between internal teams and outsourced support.

The incumbent will demonstrate a commitment to the TLCPL’s mission and values, including being welcoming, innovative, objective, accountable, and collaborative

Primary Responsibilities:
1. 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.
2. 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.
3. Assist senior IT staff in diagnosing and resolving network (switches, routers), hardware (servers, network appliances), and application-related issues.
4. 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.
5. Works with vendors to resolve hardware and software problems.
6. 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.
7. Diagnose and fix computer hardware, software, and system configuration problems. Follow established procedures for all diagnostics, installation, and quality checks.
8. Perform disk cloning operations for system backups, recovery, and deployment purposes using tools such as Clonezilla, F.O.G., or equivalent software.
9. Assist in managing and maintaining mobile devices using mobile device management (MDM).
10. 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.
11. Manage and maintain the integrity of the MacOS, iPadOS, and Windows OS, including handling updates, patches, and OS-level troubleshooting.
12. Manage the deployment of patches and updates using automated patch management systems (e.g., SCCM, ManageEngine Endpoint Central, WSUS, etc.).
13. Develop and maintain patching schedules, ensuring systems remain up-to-date and secure against vulnerabilities.
14. Help maintain and organize all IT assets. Make sure assets are properly tagged, recorded, and accounted for. Assist in removing all retired assets scheduled to be decommissioned.
15. Actively supports diversity, equity, and inclusion and promotes a culture where all staff and customers belong.
16. Provide regular reports on system performance, patching status, and other key IT metrics.
17. Other duties as assigned.

Minimum Qualifications:

Knowledge / Skills