About this role
This is an on-site position Overview The IT Service Delivery team provides technology support for over 13K+ endpoints across 92 locations in the Bronx, Staten Island, and Manhattan for both patrons and staff. The team’s main responsibilities are installing and maintaining end-user technology, break/fix, asset management of computer & peripheral technology, customer service, client engagement, and working with other IT teams to solve technology issues. Performs comprehensive maintenance: Handles troubleshooting, repairs, upgrades, and complex installations of computer systems and peripheral equipment throughout the library network. Manages service requests: Monitors, maintains, and accurately documents all assigned service tickets and hardware inventory using the NYPL Technology ticket management system. Facilitates problem resolution: Identifies and escalates complex technical issues to IT management when necessary to ensure timely solutions. Supports IT initiatives: actively participates in and contributes to ongoing IT hardware and software upgrade projects. Responsibilities Provide exceptional customer service to our end-users Communicate effectively with all end-users in order to keep them updated on all pending issues Fulfill all responsibilities as a member of the Service Delivery team, including but not limited to providing technical support, installing new hardware/software, attending meetings, working on technology projects, following standard processes and procedures Use sound judgment and time management skills to prioritize all assigned tasks Occasionally perform installation or replacement of network equipment under the supervision of the Technology Infrastructure staff Performs related duties as required Required Education & Certifications Bachelor's Degree in Computer Science (or related field) - OR - High School Diploma and relevant experience in IT support A+ Certification Required Experience Experience in troubleshooting PCs, printers, and other computer-related equipment Experience working in Windows and Mac OS environments Demonstrated customer service Required Skills Successfully demonstrated advanced skills in at least two of the following: MS Office Suite 2016 and above, Apple MacOS 12 and above, Windows 10 and 11. Successfully demonstrated experience with and current knowledge of computer hardware and software Ability to install and configure desktop and laptop computers running Windows and Apple MacOS operating systems, as well as common peripherals (e.g., printers, scanners) Demonstrated ability to multitask and prioritize varying projects A valid driver’s license with an acceptable Motor Vehicle Record is highly preferred