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Senior IT Support Technician, Sno-Isle Libraries, Marysville, WA

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Senior IT Support Technician

Location: Service Center (Marysville)
Pay Range: $31.94 - $43.92/hour
Hours per week: 40
Job Requisition: 13592

Closing Date: 09/13/2018, 9:59 PM

Job Summary
The Senior IT Support Technician is a lead position that is responsible for providing customer-focused, expert-level support for the operation and functionality of end user hardware, software, and connectivity throughout the Library organization. The Senior IT Support Technician provides leadership to front-line support staff in the diagnosis and assignment of technology requests and leads projects and staff in the implementation and support of desktop technologies to support the Library's core service of providing access to computers and connectivity.

Essential Functions
  • Manage field technician schedules, lead the development of FAQs and instructional guides for the systems and hardware the support team is responsible for, and provide periodic training in areas such as Information Technology Service Management (ITSM), endpoint support, and application navigation.
  • Receive and process requests for technology support services leveraging Sno-Isle Library's ITSM tool. This includes determining the urgency of service requests and incidents for continuity of customer service, suggesting actions to users to overcome technical problems, and diagnosing the issue for assignment to appropriate staff. Work closely with other IT staff as needed to gather information to respond, track and follow-up on requests to ensure that issues are resolved.
  • Establish and lead desktop support process analysis and develop strategies for continuous improvement. Develop and make recommendations to the IT Managers on procedures and standards related to desktop usage and support processes.
  • Oversee the development and initialization of change requests made to the Change Advisory Board (CAB) regarding desktop support services.
  • Lead and collaborate with other staff to create and maintain a knowledge base repository which provides a collection of information that can be used to resolve customer requests.
  • Image, repair, install and provide technical support for staff and public networked computer hardware and software including printers and other associated peripherals.
  • Perform advanced systems diagnosis to determine issues and maintain all supported systems located in Libraries. This includes leveraging critical thinking skills to determine the correct course of action for each unique situations set of circumstances.
  • Provide after-hours support to library staff, as assigned. This may include performing after-hours work on site, remotely or by utilizing support contracts and coordinating repairs with vendors as needed.
  • Coordinate the third party repair of equipment, such as arranging for on-site or shipment of equipment to repair facility and coordinating with Administrative Services for the accounting and processing of payment, as directed by IT Enterprise Systems Manager.
  • Ensure the proper disposal of surplus equipment. Perform pre-disposal processes to wipe data from hard drives, remove usable items from equipment, arrange for disposal with third party recycler, provide appropriate documentation to Administrative Services and reflect changes in equipment inventory database
  • Collaborate with Network and Server teams to perform routine, on-site maintenance and recovery tasks for networking and server equipment located in community libraries. This position may also be leveraged as "remote hands" in cases of emergency.

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