Position Overview

Functions primarily as Tier 2 Technical Support, installs hardware I software and performs  full troubleshooting on personal computers, network computers, and peripheral computer components, provides coverage for Tier 1 Technical Support and provides backup coverage for Tech Central staff.

Reports to: Chief Technology Officer or delegate

Scope of Responsibility

1. Provides first-level contact and problem resolution for all users with hardware, software and desktop/user-side applications problems and support requests.
2. Is responsible for providing resolution for all user-reported problems using available tools and following procedures and policies for the handling of support cases up to their level of responsibility
3. Performs mid-level troubleshooting and problem resolution for all types of IT end points as assigned: hardware, software, telecommunications,  business application, customer connectivity, LAN, WAN, peripherals and others, working with other IT staff and outside support as appropriate.
4. Investigates, diagnoses and resolves incidents that are not cleared by Tier I support.
5. Determines when possible the root cause of problems and identifies workarounds or permanent fixes while engaging and managing other resources as necessary to determine the root cause 
6. As assigned, works closely with outside vendors and their technicians to ensure maximum availability of hardware and software.
7. Escalates unresolved incidents to Tier 3 support, and other IT groups or outside vendors as appropriate
8. Maintains asset inventory of hardware, software licenses and warranties, repair documentation and service history
9. As required, travels between all BPL locations to support hardware and software and provides staff instruction on site.
10. Installs personal computers, components and peripheral devices, and maintains them in satisfactory condition for use.
11. Assists in defining and developing detailed technical documentation and Standard Operating Procedures to preform various responsibilities, enabling Tier I technicians  and others to perform their duties as
12. Monitors, supports, and troubleshoots the IT infrastructure for operating issues involving failures, degradation and event correlation using various software and hardware monitoring tools.
13. As required, trains and supervises IT staff, provides instruction on IT systems to staff generally
14. Interacts with public and staff and provides excellent customer service
15. Attends training as directed
16. Functions as a team member on IT-related assigned projects
17. Identifies opportunities for IT process improvements targeting improved customer service and IT organizational efficiency.
18. Participates in system-wide technology and process planning for the BPL IT department, technology center and public computing services.
19. Performs other related duties as required.

Competencies

• Ability to accept responsibility, lead, supervise and direct the work of others, to plan and supervise work of the unit to satisfactory completion, and to collaborate successfully with staff and patrons of all age levels.
• 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 preferred.
• Proficiency with MS Word, Outlook, Publisher, Power Point, and Excel.
• Ability to develop guides and provide basic instruction for both the public and tech center staff.
• Basic public speaking and presentation skills as well as ability to communicate effectively and to present ideas clearly.
• Demonstrates initiative and appropriate independent decision making skills.
• Identifies, plans and prioritizes job responsibilities and tasks.
• Demonstrated ability to work under deadlines in a front-line technology support environment.

Qualifications:

1. Education - High School graduate or equivalent. Associate or Bachelor Degree preferred.
2. Experience -Two to four years work experience in a help desk-type role, at least two of which will be above entry level, experience using up to date and industry-standard IT software and hardware.  The successful tier 2 support staff candidate should have a range of technical skills across the technologies currently in use in today's industry, including desktops, laptops (or their mobile equivalents) and their accessories as well as software and including some work place support experience in an environment that is networked, server­-based  and utilizes enterprise applications.
3. Specialized Experience -A+ Certification or equivalent required.  Experience in using a help desk ticketing or service order system preferred. Experience with a majority of the following required: recent or current dell desktop and laptop hardware, Windows OS Software as well as Apple Macintosh OS and Apple desktop and laptop hardware. Specific experience requirement  includes: installation, set-up, configuration and troubleshooting.

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:   AFP/LA-8F

Hours per week: 35