Job Description Summary: 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. Job Duties & Responsibilities: * Field incoming help requests from end users via both telephone and e-mail with customer service focus. * 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. * Apply diagnostic utilities to aid in troubleshooting. * Troubleshoot and assist in the maintenance of the library's computer equipment * Assists in communication with vendor support technicians * Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. * Provides regular status reports to the Technology Manager * Responsible for knowing and following system procedures and policies * Perform other reasonably related duties as may be assigned by the immediate supervisor and other management as required * Contribute to the overall effectiveness of the library computer support system * Provides back-up to other positions in the Technology Department * Manages assets inventory * Create user accounts and manage group policy objects in Active Directory Works on departmental projects * Attends Technology Committee and departmental meetings * Reads and evaluates items for Technology Department Cleans, repairs and replaces computer equipment * Maintains, updates and troubleshoots computer workstation hardware and peripherals * Maintains inventory of computer and peripheral equipment * Moves equipment to holding areas * Revises work instructions as assigned 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. Physical Requirements: 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. Additional Requirements: 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. Knowledge & Experience: * Knowledge of computer hardware, including servers, desktops and laptops * Experience with desktop and server operating systems, including Windows 7 and Server 2008 * Support Microsoft Office Suite and proprietary applications. * Working knowledge of a range of diagnostic utilities * Good understanding of the organization's goals and objectives * Exceptional written and oral communication skills * Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. * Strong documentation skills * Familiar with creating, maintaining, and troubleshooting computer images and the imaging process using MDT, WDS, and AIK. Qualifications: * Must have excellent customer service skills via telephone, email and face-to-face. * High School Diploma and some related college coursework * One year of similar job experience * Training in computer repair and troubleshooting * Possession of a valid Michigan Driver's License 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. Prefer college or technical training in computer science, and experience with knowledge of computer networking concepts, personal computer hardware and common technology applications. Accepting applications until 9/6/2014 Apply at http://myjdl.com/services/employment/ EOE