Tier II IT Technician - TIT25-22964

Job Description

Job Description

Job Title: Tier II IT Technician
Duration: 6 Months (Tentative)
Location: Belvidere, NJ (Onsite)

Summary:
Provide advanced technical support across its network of libraries, with an immediate focus on one primary branch that requires additional assistance. The technician will work closely with library staff to diagnose and resolve IT issues, maintain critical systems, document IT procedures, and ensure technology services are functioning efficiently for library patrons and staff.

Key Responsibilities:
• Technical Support: Provide Tier II-level troubleshooting and technical support for all library IT systems, including workstations, printers, servers, public access computers, Wi-Fi networks, and specialized library software.
• Problem Diagnosis and Resolution: Identify root causes of technical issues quickly and develop effective resolutions, especially for recurring issues like print release station malfunctions (e.g., payment to print box leading to distorted/gargled print jobs).
• Print Management Support: Maintain, troubleshoot, and repair print release station systems, ensuring accurate payment processing and reliable print output for patrons.
• Documentation: Create and maintain thorough and accurate documentation for system configurations, troubleshooting steps, resolutions, and library-specific technology workflows.
• Field Support: Travel between library branches within Warren County as needed, providing on-site support to different locations.
• System Maintenance: Perform regular software updates, patch management, system reimaging, and maintenance activities for public and staff computers.
• Communication: Collaborate closely with library administration and IT leadership to prioritize issues, report progress, and recommend technology improvements.

Required Qualifications:
• 3+ years of hands-on experience providing Tier II IT support in public, education, or library environments.
• Strong technical troubleshooting skills across hardware, software, networks, and peripheral devices (especially printers and print management systems).
• Experience with print release station technologies and resolving print job/payment integration issues.
• Proficiency with Windows operating systems, Microsoft Office Suite, networking basics (TCP/IP, Wi-Fi), and user access control.
• Excellent documentation skills; ability to develop clear, detailed IT process and troubleshooting guides.
• Strong communication and customer service skills to effectively support non-technical library staff and patrons.
• Ability to work independently and manage multiple support requests across different locations.
• Valid driver's license and willingness to travel within Warren County.

Preferred Qualifications:
• Prior experience supporting IT infrastructure in a library, educational institution, or government setting.
• Familiarity with library management systems (LMS) such as Polaris, Sierra, Koha, or similar.
• Experience supporting public-access computing environments and kiosks.