The Harris County Public Library (HCPL) system, established in 1921, began as a collection of small libraries located in stores, post offices, and private homes. Over the years, it has grown into a robust network comprising 26 branch libraries, two technology service centers, and two partner locations that provide collection and circulation services. HCPL serves the communities of unincorporated Harris County and cities without independent library systems.
In 2024, HCPL received the prestigious National Medal for Museum and Library Service, the highest honor awarded to libraries in the United States. Bestowed annually by the Institute of Museum and Library Services (IMLS), this award recognizes institutions that deliver exceptional service to their communities. The library was recognized for innovative initiatives like HCPL Connected, Enhanced+ Library Cards, and its Mobile Outreach Librarian program.
HCPL is also recognized as one of the best places to work, offering a supportive and inclusive environment that fosters innovation, collaboration, and professional growth. Its dedication to employee well-being, diversity, and community impact makes HCPL more than just a workplace—it’s where individuals can grow, inspire, and contribute to meaningful change.
This role performs intermediate level technology systems, systems, network, and technical support duties to support secure, reliable, and effective IT operations. The role supports technology services across infrastructure locations, including remote sites and site-to-site VPN; networks, systems administration, enterprise applications, cybersecurity, help desk operations, data and analytics, and IT governance. Independently resolve routine to moderately complex issues, provide level two technical support, coordinate with users and IT teams, and escalate complex or high-risk matters as appropriate.
Selects, supervises, and coaches assigned staff
Provides leadership and coordinates schedules and workflow for effective service delivery
Provides for the training and motivation of staff to make full use of individual capabilities and to meet changing system demands
Establishes work rules and performance standards, trains and coaches performance, and initiates and implements disciplinary actions as warranted
Provides intermediate-level support for technology services, including infrastructure, networks, systems administration, enterprise applications, cybersecurity, help desk operations, data/analytics, and IT governance.
Administers user accounts, access rights, system permissions, and related access control activities in accordance with organizational security, compliance, and identity management standards.
Provides level two support for network infrastructure, including switching, routing, firewalls, wireless systems, telephony, IP-based video, and related media technology solutions.
Performs intermediate network engineering functions, including configuration, troubleshooting, testing, monitoring, maintenance, and support of switches, routers, firewalls, and related network components.
Monitors system and network performance, alerts, logs, dashboards, and operational indicators to identify, analyze, resolve, or escalate service issues, performance concerns, and security events.
Performs routine system patching, updates, configuration changes, and scheduled maintenance activities in accordance with approved change management, configuration, and security standards.
Supports backup processes by monitoring backup activity, verifying completion, documenting exceptions, and assisting with recovery activities as assigned.
Investigates, troubleshoots, and resolves routine to moderately complex incidents and service requests involving systems, networks, applications, hardware, software, user access, and connectivity.
Provides advanced technical support for enterprise and remote locations through site-to-site VPN, including installation, maintenance, troubleshooting, and repair of personal computer hardware, software, peripherals, and related equipment.
Leads, coordinates, and provides technical guidance to help desk and field support staff to promote timely resolution of service requests with minimal disruption to users and operations.
Applies organizational policies, procedures, cybersecurity standards, network standards, access control requirements, and IT governance practices to support secure and compliant technology operations.
Communicates technical information, service status, resolution steps, and user guidance clearly and professionally to employees, IT staff, vendors, and management.
Maintains accurate documentation, including system records, network information, procedures, work logs, ticket notes, configuration records, and other materials necessary to support operational continuity and audit readiness.
Coordinates with internal teams, external vendors, and end users to resolve technical issues, support business needs, and complete assigned work within established service expectations.
Escalates complex, sensitive, high-risk, or unresolved technical matters in accordance with established procedures and scope of authority.
Maintains current technical knowledge in systems administration, networking, cybersecurity, monitoring tools, enterprise applications, help desk practices, and IT service management.
Performs other related duties as assigned.
