IT Support Technician

Job Title: IT Support Technician

Location: NCW Libraries Administration Office in Wenatchee WA

FLSA Status: Non-Exempt

Position Type: Hourly/Full Time

Wage: Grade I $24.53-32.96

Bargaining Unit: Unit 1

Position Summary:

Customer Service oriented technician who provides specialized and timely technical assistance in support of IT Help Desk operations. Diagnoses computer problems monitors computer processing systems installs software and performs tests on computer equipment and programs. This position reports to and receives general direction from the Director of Information Technology and works closely with the other members of the IT Team. Works consistently within NCW Libraries standards and policy directives and all applicable laws. Supports the librarys mission of Connecting the people of North Central Washington to vital resources and opportunities that foster individual growth and strengthen communities.

Core Competencies:

At NCW Libraries we believe that the foundation of our success lies in the unique abilities and skills each team member brings to the table. The core competencies outlined below represent the key attributes and behaviors that are essential for excelling in this role. We seek individuals who embody these qualities and are committed to fostering a dynamic innovative and collaborative work environment. If you possess these competencies we encourage you to apply and join us in driving NCW Libraries forward.

• Ethical Practice: Consistently demonstrates integrity through behavior character and action. Reliably applies good judgment that reflects organizational values.

• Professionalism: Completes work to a set standard both as an individual and part of a team. Exhibits competence and proficiency and consistently demonstrates accountability. Serves as a positive representative of the library district both at work and in the community.

• Building Respectful Relationships: Promotes confidentiality and trust fosters a positive culture and exhibits respect with all verbal and nonverbal communication.

• Effective Communication & Collaboration: Provides concise timely and accurate information through appropriate channels internally and externally. Welcomes and offers constructive feedback. Listens actively and works effectively with others to achieve organizational goals and objectives.

• Adaptability: Responds positively to organizational change and shows a willingness and flexibility to learn and develop. Able to assess and make decisions in the moment even when lacking complete information. Remains calm during tense or challenging situations or periods of stress.
• Valuing Diversity & Promoting Inclusiveness: Values diverse perspectives consistently exhibits inclusive behavior and cultivates respect for all individuals groups and cultures. Approaches relationships and communication with staff and community with respect and recognizes opportunities for their own personal learning and growth.
  
  
• Library Advocacy & Intellectual Freedom: Promotes and supports the fundamental purpose of the public library including mission vision and strategic directions of NCW Libraries. Understands and can articulate the librarys role in providing free and equal access to ideas information resources and services from all points of view without restriction to every individual.

Essential Duties and Responsibilities:

The list below is intended to describe the general content of and major responsibilities for performance of the position and is not intended to be an exhaustive statement of job duties or requirements.

Support

• Provides technical support to users in a courteous efficient and accurate manner.
• Operates with attention to detail.
• Responds in a timely manner to support tickets and emails regarding IT questions and concerns.
• Administers technical support related to systems network and server issues.
• Delivers assistance and first level contact while resolving customer questions.
• Properly advances unresolved queries to the next level of support.
• Visits library branches as necessary to complete support tasks.
• Stages and deploys computers and handheld devices.

Customer Service

• Provides superior customer service and user assistance.
• Works to exceed patron and staff expectations.
• Performs work consistently and regularly checks for accuracy.
• Follows up on issues provides feedback and continues to work for resolutions.

Reports and Miscellaneous Tasks

• Completes basic shipping and receiving tasks.
• Maintains tracks sorts replenishes and records IT inventory.
• Maintains IT company vehicle inventory and overall tidiness.

Communication

• Promotes and models professional respectful and timely written and oral communication in all situations.
• Pursues transparency and openness whenever appropriate.
• Gives and welcomes constructive and respectful feedback while contributing to a positive team spirit.
• Listens actively and well.

Professional Development

• Cultivates skills in organizational efficiency time management professionalism and customer service.
• Maintains professional and technical knowledge by attending educational workshops reviewing professional publications establishing personal networks and participating in professional societies.
• Stays abreast of library policies and procedures.
• Other duties as assigned.

Performs other duties as assigned apparent or required including the work of lower classifications as needed.

Supervisory Responsibilities:

None

Education & Experience:

• Associate degree with a focus on computer science or 2-4 years of related experience or training.
• Moderate computer knowledge and troubleshooting of the following: Windows OS and Printers
• 2 Years providing Technical Support preferred
• Microsoft Active Directory experience preferred

Other Required Qualifications

• WA State Drivers License with a clean driving record.

Work Environment & Physical Demands:

• Able to lift carry or move equipment up to 50 lbs.
• Frequent repetitive arm hand and finger motions.
• Work in semi-open office setting with frequent interruptions.
• Be available for scheduled after-hours support.
• Be available to work in the office and remotely on occasion should the need arise.
• Be mobile enough to climb over and under desks and equipment for support purposes.
• Frequent use of computer and exposure to LCD screens in performing work assignments.
• Must have the ability to sit for prolonged periods of time at a desk/computer workstation.

Equal Opportunity Employer:
NCW Libraries is an equal opportunity employer committed to creating a diverse and inclusive workplace. We welcome applicants from all walks of life and are committed to supporting diverse talent. We ensure all qualified applicants receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability genetic information or any other characteristic protected by law. If you need assistance or accommodation during the application process due to a disability please contact us at

Required Experience:

IC