City of Boston

Technical Support Associate

Posted Date 4 weeks ago(7/7/2021 12:39 PM)
Req ID
2021-20098
Dept
Boston Public Library
Position
Regular Full-Time
Location
BPL Data Processing - 2
Salary Min
40,717.79
Salary Max
53,887.11
Union
AFP
Openings
2
Contact Email
adavis@bpl.org

Overview:

Position Overview

Brief Job Description (essential functions of the job):

 

Under the direction of the CTO & Technology Center Supervisor, the Technical Support Associate provides high-quality customer service by assisting the public and/staff in the use of computers, through answering basic computer questions, explaining the Library's technology services and assists in basic computer instruction. Associate will also provide first level technical support, receive problem reports, perform initial troubleshooting and triage problem reports as appropriate. Also assist in the performance of in-house installation, maintenance, testing of and troubleshooting of software, hardware, components and peripheral devices, in accordance with department guides and instruction, and assists in the maintenance and care of computer peripheral equipment; and performs data entry and basic data updates.

 

Reports to

Technology Center Supervisor

 

Responsibilities:

Scope of Responsibility

  1. Assists patrons in the use of a variety of library owned technology equipment and network services, e.g. public computers, public computer signup systems, pay-for-print systems, printers, scanners, copiers, electronic resources, email, website and internet access,  e-book readers, mobile technology and technology center audiovisual equipment and with directional information within the library. 
  1. Assists patrons with general technology questions, and may assist patrons with non-BPL owned technology within the parameters of BPL IT guidance and procedures for patron IT support.
  1. Works with the Technology Center Supervisor and Help Desk Staff to maintain public computing technology and assists with troubleshooting and software/ hardware upgrades in the Technology Center. 
  1. Helps develop and execute daily operations procedures for the efficient running of the Technology Center. 
  1. Helps support public-facing technology programs of the Boston Public Library at Copley in locations outside of the core BPL technology center space or spaces. 
  1. Prepares usage reports, supply requisitions, timesheets and similar routines. 
  1. Refers patrons to circulation, reference or research staff as appropriate. 
  1. Assists supervisor in working with the IT, Facilities and Security departments and with other internal and external constituencies to ensure interoperability and efficient operation of the Technology Center. 
  1. Attends training as directed. 
  1. Assists Technical Support staff with installation and basic maintenance of personal computers, components and peripheral devices As required, performs routine installation and basic troubleshooting of equipment and software. Will take service calls from all users of the computer systems reporting performance outages and problems. 
  1. As required, provides basic instruction and demonstration to public and staff at Copley in the proper use and maintenance of BPL equipment and software. 
  1. Uses word processing, spread sheet and database software to record and report on Technology Center team activities, and includes assisting with inventory and control of computer-related supplies and parts. 
  1. Performs related duties as assigned.

Competencies

  • Demonstrated aptitude for customer service & strong ability to communicate and to collaborate successfully with staff and patrons of all age levels.
  • Ability to provide basic instruction and ability to listen/interpret patron requests.
  • Knowledge of computer skills, computer hardware and software; internet and web-based services, and current uses of technology, peripherals and common end user devices.
  • A good knowledge of windows desktops required with knowledge of windows laptops and mac desktops and laptops preffered.
  • Proficiency with MS Word, Outlook and Excel.
  • Demonstrates initiative and appropriate independent decision making skills.
  • Communicates effectively and presents ideas clearly.
  • Assist in identifying, planning and prioritizing job responsibilities and tasks.

Minimum Entrance Qualifications:

Qualifications

 

1) Education - High school graduate or equivalent.


2) Experience

  • Minimum of 2 years’ experience in customer/patron service and/or end-user/ IT support and/or basic instruction.
  • Minimum of 2 years’ experience in a technology support role or equivalent.
  • Demonstrated ability to work under deadlines in a production environment.

 

Requirements:

  1. Ability to exercise good judgment and focus on detail as required by the job.
  2. Residency - Must be a resident of the City of Boston upon the first day of hire.
  3. CORI - Must successfully clear a Criminal Offenders Record Information check with the City of Boston.

 

TERMS:

 

Union/Salary Plan/Grade:  AFSCME/LA-5

Hours per week:  35

 

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