System Support Technician

1 week ago

Burlington, Ontario, Canada Burlington Public Library Full time

Job Posting

Title:
System Support Technician
Posted:April 10, 2023

Department:
Information Technology
Closes: April 24, 2023

Reports to:
Manager, IT

Salary Range:
$54, $64, benefits

Classification:
Full Time

About the Library


Everyone at Burlington Public Library, no matter what your role, works together for the betterment of the people, the community, and the organization we serve.

We bring our best selves to work, delight in helping others, and have an abiding passion for service excellence.

Each of us excels in the personal qualities and skills that are essential to our work and the BPL Team.


Qualifications

Education:

  • University Degree or College Diploma in Computer Systems Technology, or equivalent.

Experience:

  • Minimum one (1) year experience in IT helpdesk support
  • Experience with integrated library systems (ILS) an asset

About the job

Key Accountabilities

Key result areas:
System Support

  • Provide first level support for technologies implemented at the Library.
  • Investigate and resolve software, hardware, and network incidents related to staff and public computer equipment and peripherals, including, but not limited to desktops, laptops, tablets, monitors, digital signage, mobile devices, VoIP phones, printers, projectors, wireless technologies, RFID equipment.
  • Write clear enduser instructions as well as technical documentation.
  • Support iOS devices and software.
  • Research, test and implement innovative technologies.
  • Maintain and help administer the helpdesk ticketing system, digital signage system, and the staff and public loanable devices system.
  • Perform daily system maintenance duties.
  • Provide training for the staff in software and hardware products and procedures including IT orientation for new employees.
  • Evaluate issues and refer to appropriate IT Department staff, when required
  • Assist IT Department staff with large scale department projects as required.
  • Create and update technical and system documentation.
  • Participate in maintaining and updating IT assets and help to plan the annual hardware recycling initiative, including the deployment of new equipment and disposal of old equipment.
  • Awareness of WHMIS and appropriate health and safety practices for the workplace.
  • Stay current with technology, changes, and updates.
  • Perform additional jobrelated accountabilities assigned by the Manager.

Key Business Relationships

  • Staff at the Library; the CEO and Senior Management Team, Managers, staff members and other members of the IT Department.
  • Occasionally, this position will work with external customers, vendors, suppliers and other external consultants.

Scope

Budget:
No budget responsibility or purchasing authority.

Reports:
No direct or indirect reports

Key Competencies:
Knowledge, Skills and Abilities

Behavioural:

  • Model BPL's values during all interactions with internal and external individuals.
  • Communicate in a professional manner which is consistent and aligned with BPL's Voice and Values.
  • Excellent customer service is critical and must include collaboration and teamwork skills and strong interpersonal communication (verbal, written and presentation).
  • Problemsolving and analytical thinking are key required behaviors.
  • Initiative, creativity, and resourcefulness are expected.
  • Resilience and adaptability are important, as are planning and organization.
  • Employees should be continual learners.

Leadership:

  • A trusted and informed source for guidance and insight around the use of technology.
  • Action oriented and perseveres to address and solve technical issues.
  • Keeps abreast of changes in the technology field and shares information with colleagues.
  • Committed to ongoing learning and upskilling in an everchanging environment.

Technical:

  • Knowledge of BPL's vision, mission, values, and strategic plan.
  • Knowledge of policies, processes, procedures, and systems within BPL
  • Proficient in all recent variants of Microsoft Windows Operating Systems. Experience using Microsoft Windows Server, Red Hat Enterprise Linux and/or UNIX an asset.
  • Demonstrated experience in Microsoft Office 365, Microsoft Office client software, Mac O/S, helpdesk ticketing software, imaging software.
  • Demonstrated experience installing, testing, patching, cutting & crimping, and troubleshooting data cables
  • Experience with Audio/Visual equipment and management, digital signage, digital media labs, makerspace technology, mobile devices, and RFID.

Work Environment

  • The work environment is a typical office environment, with little exposure to noise, dirt, or external elements.
  • Occasionally work is completed in public spaces of library branches while customers are present.
  • There is occasional physical work, such as moving, changing, and setting up computer equipment and peripherals, or managing network cables.
  • Occasional travel between branches within Burl

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