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<p class="MsoNormal"><span style="font-size:13.5pt;color:#222222;background:white">Job Description Summary:</span><span style="font-size:13.5pt;color:#222222"><br>
<span style="background:white">Under the direction of the Technology Manager and/or Information Systems Technician, provides technical support of computer services including, public and staff workstations, networked printers and the wireless network throughout
the Jackson District Library system. Staffs the department's Help Desk and conducts preventative maintenance services, including, maintaining computer manuals and work instructions. Works on departmental projects, and cleans, repairs, and replaces computer
equipment.</span><br>
<br>
<span style="background:white">Job Duties & Responsibilities:<span class="apple-converted-space"> </span></span><br>
<span style="background:white">• Field incoming help requests from end users via both telephone and e-mail with customer service focus.<span class="apple-converted-space"> </span></span><br>
<span style="background:white">• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.<span class="apple-converted-space"> </span></span><br>
<span style="background:white">• Apply diagnostic utilities to aid in troubleshooting.</span><br>
<span style="background:white">• Troubleshoot and assist in the maintenance of the library's computer equipment</span><br>
<span style="background:white">• Assists in communication with vendor support technicians</span><br>
<span style="background:white">• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.</span><br>
<span style="background:white">• Provides regular status reports to the Technology Manager</span><br>
<span style="background:white">• Responsible for knowing and following system procedures and policies</span><br>
<span style="background:white">• Perform other reasonably related duties as may be assigned by the immediate supervisor and other management as required<o:p></o:p></span></span></p>
<p class="MsoNormal"><span style="font-size:13.5pt;color:#222222">•<span style="background:white"> Contribute to the overall effectiveness of the library computer support system</span><br>
<span style="background:white">• Provides back-up to other positions in the Technology Department</span><br>
<span style="background:white">• Manages assets inventory</span><br>
<span style="background:white">• Create user accounts and manage group policy objects in Active Directory</span><br>
<br>
<span style="background:white">Works on departmental projects<span class="apple-converted-space"> </span></span><br>
<span style="background:white">• Attends Technology Committee and departmental meetings<span class="apple-converted-space"> </span></span><br>
<span style="background:white">• Reads and evaluates items for Technology Department<span class="apple-converted-space"> </span></span><br>
<br>
<span style="background:white">Cleans, repairs and replaces computer equipment<span class="apple-converted-space"> </span></span><br>
<span style="background:white">• Maintains, updates and troubleshoots computer workstation hardware and peripherals<span class="apple-converted-space"> </span></span><br>
<span style="background:white">• Maintains inventory of computer and peripheral equipment<span class="apple-converted-space"> </span></span><br>
<span style="background:white">• Moves equipment to holding areas<span class="apple-converted-space"> </span></span><br>
<span style="background:white">• Revises work instructions as assigned<span class="apple-converted-space"> </span></span><br>
<br>
<span style="background:white">The above statements are intended to describe the general nature and level of work and support being performed by employees assigned to this classification. They are not intended to be all-inclusive and other duties and responsibilities
may be assigned as needed.</span><br>
<br>
<span style="background:white">Physical Requirements:<span class="apple-converted-space"> </span></span><br>
<span style="background:white">Ability to stand, sit, bend, twist, stoop, reach and grasp, walk, push, pull or lift materials or equipment weighing 50 pounds or more, see, hear and speak understandably, drive a motor vehicle and manually manipulate computer
keyboard, mouse and scanner etc.</span><br>
<br>
<span style="background:white">Additional Requirements:<span class="apple-converted-space"> </span></span><br>
<span style="background:white">Ability to read and write, perform mathematical functions, work a determined schedule, follow direction, travel to branches and other remote sites, travel to workshops and seminars, work well with co-workers, patrons and management,
perform a variety of multiple tasks simultaneously, give attention to detail, organize work and maintain confidentiality.<span class="apple-converted-space"> </span></span><br>
<br>
<span style="background:white">Knowledge & Experience:</span><br>
<span style="background:white">• Knowledge of computer hardware, including servers, desktops and laptops</span><br>
<span style="background:white">• Experience with desktop and server operating systems, including Windows 7 and Server 2008</span><br>
<span style="background:white">• Support Microsoft Office Suite and proprietary applications.<span class="apple-converted-space"> </span></span><br>
<span style="background:white">• Working knowledge of a range of diagnostic utilities</span><br>
<span style="background:white">• Good understanding of the organization's goals and objectives</span><br>
<span style="background:white">• Exceptional written and oral communication skills</span><br>
<span style="background:white">• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.</span><br>
<span style="background:white">• Strong documentation skills</span><br>
<span style="background:white">• Familiar with creating, maintaining, and troubleshooting computer images and the imaging process using MDT, WDS, and AIK.</span><br>
<br>
<span style="background:white">Qualifications:<span class="apple-converted-space"> </span></span><br>
<br>
<span style="background:white">• Must have excellent customer service skills via telephone, email and face-to-face.</span><br>
<span style="background:white">• High School Diploma and some related college coursework</span><br>
<span style="background:white">• One year of similar job experience<span class="apple-converted-space"> </span></span><br>
<span style="background:white">• Training in computer repair and troubleshooting<span class="apple-converted-space"> </span></span><br>
<span style="background:white">• Possession of a valid Michigan Driver's License<span class="apple-converted-space"> </span></span><br>
<br>
<span style="background:white">The qualifications listed above are guidelines. Other combinations of education and experience which could provide the necessary knowledge, skills and abilities to perform the job should be considered.<span class="apple-converted-space"> </span></span><br>
<span style="background:white">Prefer college or technical training in computer science, and experience with knowledge of computer networking concepts, personal computer hardware and common technology applications.<span class="apple-converted-space"> </span></span><br>
<br>
<br>
<span style="background:white">Accepting applications until 9/6/2014</span><br>
<span style="background:white">Apply at <a href="http://myjdl.com/services/employment/">
http://myjdl.com/services/employment/</a></span><br>
<span style="background:white">EOE</span></span><o:p></o:p></p>
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