IT Senior Technician

Description

Department:Libraries

Job Title:IT Senior Technician

Job Code:L436-701

Civil Service Position:Non Civil Service position

Union Affiliation:CPLSA, Local 4928

Hours Per Week:37.5 hours. Hours are assigned and may be changed to meet the needs of the Department and the Library. Primarily 9:30 a.m. to 6:00 p.m., Monday - Friday. Flexibility to work evenings and weekends for special circumstances, scheduled activities is required

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Under the Manager of Technical Support, the IT Senior Technician assists in the implementation, troubleshooting, and ongoing administration of the library's computer, network, phone, and mobile equipment. Provides exceptional customer service and technical support to end-users.

• Work with the Manager of Technical Support to maintain and support both public and staff computers consisting of Windows, Chrome OS, and Mac devices. Occasional support of patrons using public machines required.
• Maintain equipment and software systems and assist with software and system upgrades as assigned.
• Maintain and support the library's VoIP and mobile phones.
• Configure and deploy technical equipment such as Windows PCs, Chrome OS devices, Apple devices, tablets, scanners, and printers, as well as a variety of specialty library items.
• Troubleshoot common hardware and software problems and escalate high impact issues to the Manager of Technical Support.
• Provide tier 1 and 2 support for all Library applications such as LibCal and Sierra and escalate to vendors when necessary.
• Work to maintain an accurate inventory of library technology.
• Provide a high level of end-user support and training for library staff, including IT orientations for new library staff.
• Liaise with the City of Cambridge IT department to troubleshoot and resolve complex staff issues and collaborate on larger projects.
• Create and maintain documentation in the department knowledge base.
• Maintain technical proficiency in Windows, macOS, and Chrome OS software and hardware. Engage in training to ensure a high level of knowledge related to the latest technology.
• Provide supplemental support for all AV equipment including projectors, microphones, speakers, sound systems, and all other lecture hall and conference room equipment.
• Provide excellent customer service both internally and externally and perform job responsibilities in a professional manner.
• Perform other related duties and responsibilities as assigned for the good of the department and library.
• In the case of after-hours emergencies, be reachable by City-provided cellphone to triage and escalate issues to other City or vendor contacts.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

MINIMUM REQUIREMENTS:

• Three (3) to five (5) years of experience performing technical support duties and a Bachelor's degree in a related field, or equivalent combination of education, experience, and training.
• Commitment to doing all work through a lens of diversity, equity, inclusion, and anti-racism.
• Ability to effectively communicate technical information to audiences of differing levels of experience, both technical and non-technical.

Preferred:

• Familiarity with the Minuteman Library Network services to staff and public access PCs
• Experience working with public libraries.
• Certifications and training courses in network, software, and/or hardware support or other technical areas.
• Experience supporting and administering Chrome OS devices.

In exceptional instances, specialized education, training and/or experience may be substituted for part or all of the required elements. 

KNOWLEDGE, SKILLS & ABILITIES:

Technical:

• Considerable knowledge of computer systems principles and practices, including current industry best practices.
• Skills in performing routine software and hardware troubleshooting on various computers, printers, scanners, etc.
• Proficient in Microsoft Windows, Apple macOS, and Google Chrome OS operating systems and related productivity software.
• Knowledge of PC and Server hardware support and networks.
• Knowledge of current mobile device systems is desirable.
• Ability to maintain professionalism in a technical support environment.
• Strong commitment to responsive and innovative service and a desire to master new technologies.
• Excellent problem solving skills.
• Ability to quickly grasp new ideas and concepts.
• Excellent organizational skills.
• Time management skills, including the ability to set and adjust priorities in order to meet assignment deadlines.
• Must be able to pay close attention to details and concentrate on work.
• Must be able to work with frequent interruptions.
• Ability to follow oral and written instructions accurately and thoroughly.
• Adaptability and dependability to collaborate well within a team environment.
• Flexibility to fill in during scheduling emergencies and vacation periods.
• Friendliness, tact, patience, maturity, and strong interpersonal skills.
• Ability and willingness to travel to library branches across Cambridge as needed during routine work.

PHYSICAL DEMANDS:     Ability to operate standard office equipment; transport carts of materials which can weigh more than 100 pounds across a level floor or on a ramp; carry baskets of materials weighing up to 30 pounds; pay attention to details and concentrate on tasks despite frequent interruptions and moderate noise levels; communicate effectively and exchange accurate information with coworkers and members of the public read and organize written material; place library materials on shelves or carts which can be located at floor level or overhead. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

WORK ENVIRONMENT:  Works in assigned area, including office areas, training rooms, library locations, as needed. Normal office exposure to noise, stress, and interruptions. Participates in continuing educational programs designed to keep abreast of changes in industry.

RATE: $36.20 per hour to $41.35 per hour in five steps (effective 7/1/22)

APPLICATION PROCEDURE:

Internal applicants submit a job bidding form and 2 copies of both your resume and cover letter; external applicants submit both your resume and cover letter by 5pm of the closing date via email to: employment@cambridgema.gov  or to the Personnel Dept, Room 309, City Hall, 795 Massachusetts Avenue, Cambridge MA  02139. Fax 617-349-4312.

THE CITY OF CAMBRIDGE IS AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER. WOMEN, MINORITIES, VETERANS, MEMBERS OF THE LGBTQ+ COMMUNITY, AND PERSONS WITH DISABILITIES ARE ENCOURAGED TO APPLY. THE CITY IS COMMITTED TO ADVANCING A WORKFORCE CULTURE OF ANTIRACISM, DIVERSITY, EQUITY, AND INCLUSION.

CITY OF CAMBRIDGE RESIDENTS ESPECIALLY ARE ENCOURAGED TO APPLY.