Tier II Technical Support
Location: IT
Status: Full-Time 37.5 hours per week (75 hours per pay period)
Salary Range: R05
Application Deadline: Open until filled
Position Summary:
Under the direction of the Information Technology (IT) Project Manager, the Tier II (T2) Computer Technician is responsible for advanced IT support across the organization, handling escalated issues from the Tier I (T1) support team. This role focuses on complex problem resolution, including installing, configuring, and repairing computers, network devices, servers, and peripherals. The T2 Tech also supports network and server infrastructure, performs in-depth diagnostics, and ensures system stability. Collaboration with the outsourced team to ensure seamless handoff and escalation is essential, as is maintaining internal system performance and security standards. Additionally, T2 assists with more complex projects under more senior IT staff and supports the smooth collaboration between internal teams and outsourced support.
The incumbent will demonstrate a commitment to the TLCPL’s mission and values, including being welcoming, innovative, objective, accountable, and collaborative
Primary Responsibilities:
1. Handle escalated IT issues from the outsourced T1 support team, providing thorough troubleshooting and resolution of hardware, software, and networking problems and escalating further to senior IT staff as needed.
2. Support the deployment and configuration of computers, printers, and peripherals across the organization, performing more complex installations, upgrades, and maintenance tasks under the direction of senior IT staff.
3. Assist senior IT staff in diagnosing and resolving network (switches, routers), hardware (servers, network appliances), and application-related issues.
4. Collaboratively work with other IT staff on system documentation, knowledge base updates, and standard operating procedures (SOPs), contributing to the accuracy and usability of internal resources.
5. Works with vendors to resolve hardware and software problems.
6. Provide IT help desk support as needed and resolve tech issues efficiently and accurately, with an emphasis on exceptional customer service. Close all tickets upon completion after recording the problems found, action taken, and follow-up work required.
7. Diagnose and fix computer hardware, software, and system configuration problems. Follow established procedures for all diagnostics, installation, and quality checks.
8. Perform disk cloning operations for system backups, recovery, and deployment purposes using tools such as Clonezilla, F.O.G., or equivalent software.
9. Assist in managing and maintaining mobile devices using mobile device management (MDM).
10. Install and support the Library’s public service hardware and software, including a book sorter, remote lockers, receipt printers, barcode scanners, copiers, time and print management, point-of-sale systems, etc.
11. Manage and maintain the integrity of the MacOS, iPadOS, and Windows OS, including handling updates, patches, and OS-level troubleshooting.
12. Manage the deployment of patches and updates using automated patch management systems (e.g., SCCM, ManageEngine Endpoint Central, WSUS, etc.).
13. Develop and maintain patching schedules, ensuring systems remain up-to-date and secure against vulnerabilities.
14. Help maintain and organize all IT assets. Make sure assets are properly tagged, recorded, and accounted for. Assist in removing all retired assets scheduled to be decommissioned.
15. Actively supports diversity, equity, and inclusion and promotes a culture where all staff and customers belong.
16. Provide regular reports on system performance, patching status, and other key IT metrics.
17. Other duties as assigned.
Minimum Qualifications:
Knowledge / Skills
- Advanced knowledge of the following OS’s
- Linux (Redhat, Ubuntu)
- MacOS (10.x-14.x)
- iPadOS (13.x-17.x)
- Windows (10-11)
- Windows Server (2012-2022)
- Experience with VMware (vCenter, vSphere, and ESXi).
- Experience with Apple, Dell, and Lenovo hardware.
- Knowledge and understanding of Storage, SAN, NAS, & Backup Technologies
- Excellent understanding of Active Directory and Group Policies.
- Experience with hard drive cloning and imaging software.
- Experience with patch management processes and tools.
- Experience with MDM (Mobile Device Management).
- Basic networking knowledge (TCP/IP, DNS, DHCP).
- Problem-solving and diagnostic skills relative to troubleshooting and repairing computer hardware, software, and system configuration settings, including but not limited to network log-on, authentication, IP address, internet setup, Window Group Policies, mapping network drives, problems with barcode readers, cloners, printers, self-checkout units, and AV equipment.
- Communication and listening skills necessary to assist staff with hardware, software, and technology-related issues.
- Excellent customer service skills and the ability to interact professionally with staff possessing various levels of hardware and software knowledge,
- Ability to be self-directed, organized, detail-oriented, trustworthy, reliable, good work ethic, accountable, and manage multiple tasks in a fast-paced environment.
- Ability to maintain data security procedures and a high degree of confidentiality.
- Strong critical thinking and technical troubleshooting skills.
Training/Experience/Education:
- Bachelor's degree in computer science, information technology, or a similar field - Required
- IT Certification in any of the following: Cisco (CCNA), CompTIA (A+, Network+, or Security+), Microsoft (MCP, MCSA,or Azure Administrator Associate) - Required.
- 4+ years of experience with desktop endpoints, networking, and servers.
- Minimum of two (2) years of IT experience in an enterprise environment, including advanced troubleshooting in a T2 capacity.
- A valid driver’s license must be insured and meet your state’s minimum coverage requirements for auto insurance.
- Must meet insurance eligibility requirements of the library’s insurance carrier under the Library’s Motor Vehicle Use Policy.
- Required to drive library-owned or non-library-owned personal vehicle regularly for library business.
Working Conditions and Physical Demands:
- Travel is required within Lucas County.
- Evening/weekend and on-call hours are part of the regular schedule.
- Physical Demands: Frequent reaching, stooping, bending, crouching, lifting, pushing/pulling, and handling of objects weighing up to 50 pounds. Use of tools and equipment required for diagnostics, repair, installation, and maintenance of tech equipment.
BCI/FBI Criminal Background Record Clearance and MVR history are required.
A drug screen is to be completed before the start date.
