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Information Technology (IT) Support Specialist I

DUTIES AND RESPONSIBILITIES:

The Information Technology (“IT”) Support Specialist I role is to support and maintain computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware, software, and equipment while ensuring optimal workstation performance. IT Support Specialists are also responsible for supporting and maintaining library self-check-out and self-check-in (Lyngsoe) systems. This includes, but is not limited to, maintaining and troubleshooting all related hardware related to these systems. This position will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.  Performs other duties as required, and as applicable technologies evolve and/or become utilized by the Library.

  • • Works with end users to identify and deliver required PC service levels.
  • • Liaises with, and provides training and support to end users and staff on computer operation and other issues.
  • • Installs, configures, tests, maintains, monitors, and troubleshoots end user workstation hardware, networked peripheral devices, and networking hardware products.
  • • Where required, installs, configures, tests, maintains, monitors, and troubleshoots associated end user workstation software and networking software products.
  • • Performs on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommends and implements corrective hardware solutions, including off-site repair as needed.
  • Replaces defective or inadequate software packages.
  • Receives and responds to incoming calls, texts, and/or e-mails regarding technical software and/or hardware problems.
  • Develops and maintains an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
  • Monitors and tests PC performance and provide PC performance statistics and reports.
  • Constructs, installs, and tests customized configurations based on various platforms and operating systems.
  • If necessary, liaises with third-party support and equipment vendors.
  • Coordinates activities with help desk, network services, or other information systems groups.
  • Installs and connects IP phones on user’s desks/facilities. Related duties include connecting power, cables, and following instructions to set up the phones. Performs basic troubleshooting and replace IP phone sets as instructed.
  • Installs and supports Gaming Consoles. Work includes setup, connecting to network, configuring and updates as required.
  • Installs and supports all-in-one Scan-Copy-Fax Units for staff use. These responsibilities include all configurations of the units. Troubleshoots and ensures all network and fax capabilities are operational.
  • Maintains and supports large format display Screens. Work includes connecting large-scale monitors to library selected technology solutions. Work may consist of connecting power, data, and small form factor computing devices.
  • Installs, supports, and maintains public networked Scanning Stations. Work includes setup and configuration of scanning stations and all related hardware and software. Troubleshoots, and if needed, replaces parts within coin and bill payment units. Works with vendor to resolve issues with the scanning stations.
  • Supports LYNGSOE self-check-in Machine. Replaces parts, services, and maintains equipment.
  • Troubleshoots day-to-day issues including, but not limited to, books/materials stuck on belt, jammed receipt printer, RFID scanner error, communications to network and ILS, a fuse and/or breaker(s) trip in control panel, paper jammed on conveyor rollers, blocked photo sensor eyes, vacuuming and cleaning out debris.  
  • Supports RFID self-check-out system, installs, services, replaces defective parts, and maintains equipment. Installs and supports all related equipment, including, but not limited to, RFID antennas, bill validators, Coinco, and printers. Troubleshoots issues, including, but not limited to issues related to incorrect dispensed amount(s), bill validator not accepting bills, coins falling incorrectly, stuck/obstructed Coinco tubes, credit card(s) not scanning.
  • Supports endpoint devices such as tablets, IPADS, compatible smart devices and other such technologies as utilized by the Library from time-to-time. Assists with deployment of such devices, troubleshoots basic connectivity and update issues.
  • Conducts research on computer products in support of PC procurement and development efforts. Evaluates and recommends hardware products for purchase.
  • Writes technical specifications for purchase of PCs, networking hardware and related products.
  • Recommends, schedules, and performs PC, hardware and peripheral equipment improvements, upgrades, and repairs.
  • Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
  • Accurately documents instances of hardware failure, repair, installation, and removal.
  • Assists in developing long-term strategies and capacity planning for meeting future computer hardware needs.
  • Supports development and implementation of new computer projects and new hardware installations.
  • Maintains up-to-date knowledge of hardware and equipment contracts and supervises contract-based installations.
  • Aids in development of business continuity and disaster recovery plans, maintains current knowledge of plan executables, and responds to crises in accordance with business continuity and disaster recovery plans.
  • Performs other duties as required.
  • The schedule for this position will include Saturdays and evenings as required.

REQUIRED QUALIFICATIONS:

  • Must have a High School Diploma or Equivalent, and at least 1 year of professional technical support experience.
  • Experience with Macintosh and Apple products and all other general PC equipment.
  • An ability to present ideas in a user-friendly language.
  • Strong organizational and customer service skills, and the ability to troubleshoot complex problems required. 
  • Experience at working both independently and in a team-oriented, collaborative environment is essential. 
  • The ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Must also possess a clean and valid New York driver’s license.

ABOUT QUEENS LIBRARY:

Queens Library is a national and international leader in the delivery of public library service. Innovation and leadership are the hall marks of Queens Library. Our mission is to meet the needs of the community by offering lifelong learning opportunities and ensuring there is a positive impact in the community. Queens Library fulfills its goals by embracing innovation and change. With a history of offering pioneering programs that meet the diverse needs of the most diverse county in the US, Queens Library is a place where innovation and leaders are welcomed. Queens Library a private, non-profit corporation located in Queens, New York and includes 65 service locations with 1,700 employees.

Queens Library is the proud recipient of the following awards: 2009 Library Journal, Library of the Year, 2014 ALA/Information Today, Library of the Future, 2013 ULC Top Innovators, 2013 American-Architect's Building of the Year (Queens Library at Glen Oaks).

TO APPLY:  Please email your resume and cover letter to: Employment@queenslibrary.org and reference “Information Technology (IT) Support Specialist I - QLWEB” in the subject line. Resumes will only be accepted by email. 


The Queens Library is an Equal Opportunity Employer.