IT Support Technician, Sno-Isle Libraries, Marysville, WA
Posted April 19, 2019
ABOUT US
Sno-Isle Libraries is a large, two-county district in the beautiful North Puget Sound region of Washington State. It encompasses rugged timberlands and suburban centers, rolling farmlands and ocean vistas. Set in the fastest-growing corner of the state, Sno-Isle Libraries serves 728,745 residents in Washington’s Snohomish and Island counties through 23 community libraries, online services, and Library on Wheels. Learn more at sno-isle.org.
THE APPLICATION PROCESS
** Sno-Isle employees MUST apply through Paycom to be considered as an Internal candidate **
Applications time out after 30 minutes. It is recommended that you save often, or copy and paste your supplemental question responses from a Word document to ensure no progress is lost.
Use your PayCom Username to create your profile. Apply through the Job Opportunities option located on the PayCom homepage. Online applications must be submitted by 9:59 p.m. on the closing date. Incomplete applications may disqualify you. Resumes and letters of interest are encouraged and should be attached during the application process and will not be accepted as a substitute for a completed Sno-Isle application. Questions may be directed to Human Resources at:
Sno-Isle Human Resources
Marysville Service Center
7312 35th Avenue NE
Marysville, WA 98271-7417
Phone: 360-651-7000
Fax: 360-651-7151
TTY: 800-647-3753
Applications will be screened and applicants who best match the needs of posted positions will be contacted by phone if selected for an interview. The hiring process can take a minimum of 4 to 8 weeks. Applicants who need accommodations during the application or interview process should contact the Human Resources Department (360) 651-7000.
Positions located at a community library location may include morning, afternoon, evening, and weekend hours including Sundays. A successful candidate may be required to adapt to future schedule and location changes depending on library needs.
All offers of employment are conditioned on the provision of satisfactory proof of applicant’s identity and legal authority to work in the U.S. Offers of employment are also conditioned on Sno-Isle’s receipt of satisfactory responses to reference requests and a criminal background check, when required.
IT Senior Support Technician
Pay Range: $35.05 – $48.54 Hourly
Hours per week: 40
Job Requisition: 16749
Closing Date: May 5, 2019
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.
This position 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.