Technical Support Technician Senior - Jefferson County Public Library

Job Description:

Technical Support Technician Senior - Jefferson County Public Library

Description

The Technical Support Technician Senior is responsible for performing specialized and complex level IT technical support and customer service in helpdesk and desktop support functions. They answer questions, identify root causes, and resolve device issues in person, via telephone or electronically. The Technical Support Technician Senior also provides assistance in the use of computer hardware, software, and online applications. They identify and create improvements for IT support processes and procedures.

Job Posting Closes at 11:59PM on:
05/04/26
Division:
Library Division
Management Level:
Individual Contributor
Scheduled Weekly Hours:
40
Benefit Eligibility:
This position is eligible for Standard Benefits which includes dental, medical, and vision insurance, paid time off and holidays, retirement matching, wellness programs, and tuition reimbursement.

Description:

Hiring Range: $ 25.50 - $31.88 per hour.

• Install, configure and maintain operating systems, new software releases, third party software systems, upgrades and patches. Install, configure and maintain server, storage and peripheral hardware and firmware. Determine if upgrades or updates are appropriate and will increase the performance and/or reliability of the systems affected.

• Monitor, troubleshoot and resolve intermediate system performance issues, including system and capacity utilization. Determine if the issue is localized or if it affects a larger area of concern. Interpret entries in log files.

• Support internet, intranet, local and wide area network services and security, electronic mail and calendaring applications. Evaluate performance metrics. Interpret entries in log files.

• Define, configure and tune system, storage and network resources. Perform capacity planning and determine capacity usage. Evaluate performance metrics.

• Support remote locations for network performance, application performance and hardware performance.

• Create and manage user accounts and access rights on the assigned computing platforms. Determine if the account is unique. Determine if additional rights are appropriate.

• Develop and implement intermediate scripts and utilities to automate common functions or system operations.

• Other duties and responsibilities as assigned.

We strongly encourage candidates from all backgrounds, identities, and perspectives to apply, as we believe a diverse workforce is critical to fostering success and achieving our goals.

This union position is represented by AFSCME. Employees hired in this role are part of the bargaining unit and are eligible for union membership under the collective bargaining agreement.

Accommodations Statement: We encourage people with disabilities to apply and are committed to providing reasonable accommodations throughout our hiring process. For assistance with applications, interviews, or other hiring-related accommodations, contact [email protected] . This contact is for accommodation requests only and cannot provide application status updates.

Required:

• Minimum of one year of related experience.
  
• Strong troubleshooting and customer service skills.
  

Preferred:

• Bachelor's degree in information technology or computer information science.
  
• CompTIA A+ Certification or related experience.
  
• ITIL Foundation Certification or the ability to obtain within six months of hire.
  
• Two years of experience in a Tier II desktop support role, serving as an escalation point for complex hardware and software issues in a multi-vendor environment.
  

Work Schedule:

• Availability to participate in a rotating weekend on-call schedule.
  
• Availability during Library operating hours for daily support needs.
  
• Assist with emergency IT incidents, including unexpected outages or priority service disruptions, on an on-need basis.
  

Education:
Bachelor's Degree
Experience:
Work Experience: Minimum one year

Certifications:

Languages:

Category:
Information Technology Services