Help Desk Support Technician

Company Name:
Cherry Hill Public Library
The Cherry Hill Public Library is seeking a Help Desk Technician, 25-30 hours per week. This is a temporary position (4-5 months, maybe longer). Filing deadline: May 27, 2014.
The Help Desk Technician will be responsible for providing overall Level One technical assistance and support related to computer systems, hardware, and software, to end-users via phone and desk side support. Under supervision of the Emerging Technologies Librarian/Systems Administrator, the Technician will respond to queries, isolate problems, and determine and implement solutions. The candidate must have the ability to resolve end user problems quickly. The candidate must have excellent communications skills (both verbal and written), must manage time effectively and have strong organizational skills. The candidate must also have the ability and judgment to escalate support requests if necessary, as part of the Library-Information Technology team.
Essential Functions:
Operation and utilization of the trouble ticket system, which will provide incident and problem management for issues related to computer systems (software and hardware).
Able to identify and organize tickets according to priority.
Respond to queries either in person, over the phone, or via remote access.
Coordinate problems with appropriate technicians.
Troubleshoots minor equipment malfunctions and corrects them as directed by computer operation manuals, or supervisor.
Maintain daily performance of computer systems and printers.
Install, modify, and repair computer hardware and software, which includes both set- up of new equipment to include maintenance of all existing work stations and inventory.
Run diagnostics to resolve problems.
Create/update documentation of Standard Operation Procedures for the IT Department which includes interdepartmental and instructional information for employees.
Coordinate patch management and 3rd party software updates (i.e. Adobe, Java).
Perform audits and maintain inventory of all equipment and programs.
Maintain inventory of printer toner/ink, and submit reorders to supervisor.
Other duties as assigned.
Strong aptitude in OS repairs, hardware, upgrades and troubleshooting.
Ability to utilize any/all tools available in order to remedy minor computer equipment malfunctions.
Knowledge of computers in order to perform task listed under principal duties, and responsibilities.
Knowledge of methodology to operate computer systems and to troubleshoot minor computer equipment malfunctions.
o Working knowledge of LAN and WAN technologies
o Windows Server 2003/2008 and Windows 7
o Knowledge of Office 2010
Interpersonal skills necessary to assist and train others in computer systems.
Must be a team player combined with the ability to work independently.
Must maintain confidentiality.
Ability to meet deadlines.
Training and Experience:
Bachelors or Associates degree in computer science or related program; two years of relevant experience or equivalent work experience
Experience with BMC TrackIt!, as well as familiarity with RFID scanners, self-checkout machines, self-check equipment a plus
Network+/ A+/Microsoft Certifications preferred to include experience supporting wireless networks.
Note: The examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed.
Other Requirements:
A pre-employment background investigation and drug test is required.
Valid New Jersey drivers license.
New Jersey residency required pursuant to NJSA 54:14-7 (L. 2011, Chapter 70), if selected for the position.
How to apply: Applicants must submit a Cherry Hill Public Library Application and/or Resume. Resumes may be submitted to Jennie Purcell, Library Services Manager, at
You may also send a completed applicant package in confidence (sealed envelope) to:
Jennie Purcell
Library Services Manager
Cherry Hill Public Library
1100 Kings Highway North
Cherry Hill, NJ 08034
Attention: Help Desk Support Technician
Links to the application are on the library webpage under About, Employment Opportunities.

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