Job Details

The Tulsa City-County Library IT Technician serves as the primary point of contact for end users seeking technical support within the Tulsa City-County Library's computing environment. The full time IT Technician is based at Central Library with some travel required and is responsible for installing, diagnosing, repairing, maintaining, and upgrading PC hardware, software, equipment, and peripherals to ensure optimal system performance. The IT Technician also troubleshoots issues-in person, by phone, via email, or through remote support tools-and provides timely, accurate, and customer-focused assistance to end users as needed.

Location: Central Library - 400 Civic Center Tulsa, OK. 74103

Salary: $24.18 / hour

Schedule: 40hr. / week

Monday - Friday 8am - 5pm;

One evening per week 12pm - 9pm;

Every fifth weekend rotation Saturday 8am - 5pm and Sunday 1pm - 5pm;

Additional responsibilities include:

• Receive and respond to incoming calls, web submissions, and/or e-mails regarding IT problems.
• Logs all incidents into the ITSM incident management system and accurately document resolution;
• Perform onsite analysis, diagnosis, and resolution of problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed;
• Keep all hardware and software updated with current versions;
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring helpdesk operations; • Escalates to appropriate vendors and works with contacts to resolve issues including coordination and communication with customers and other IT staff;
• Updates documentation and knowledge base articles in coordination with management to ensure up to date information;
• Actively supports TCCL's Equity, Diversity and Inclusion efforts, and the Library's Be All In culture;
• Performs other duties as instructed and assigned.

Qualifications

• Excellent technical knowledge of PC and desktop hardware, software, configurations and data communications protocol required;
• Hands on hardware troubleshooting experience;
• Exceptional analytical and diagnostic capacity;
• Capacity to learn library's automated online system required;
• Strong interpersonal and communication skills;
• Must work well in a team environment;
• Working technical knowledge of current protocols, operating systems, and standards;
• Skilled with operation of tools, components, and peripheral accessories;

Education & Experience

• Associates degree in the field of information technology and/or 3 years' equivalent work experience;
• A+ certification required (within one year of employment);
• Proficient with Microsoft Office Suite products;
• Valid driver's license required;

Physical Activity & Environmental Conditions

Work routinely requires lifting of moderately heavy items, such as equipment, boxes (up to 40 pounds) and/or very long periods of walking on a routine basis, and/or standing for long periods of time and/or frequently requires stooping and bending.

There are no major sources of discomfort; work is essentially conducted in a normal office environment with acceptable lighting, temperature and air conditions.

Routine, in-town travel using Library-owned vehicles may be required;