System Support Technician (On-Site)

Job Posting

Title: System Support Technician Posted: April 10, 2023

Department: Information Technology Closes: April 24, 2023

Reports to: Manager, IT

Salary Range: $54,583.72 - $64,216.14 + 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:

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

About The Job

This position exists within Burlington Public Library to support the use of the integrated library system, user desktop and cloud environments, as well as peripheral devices and equipment. It provides technical support to internal customers via MS Teams, e-mail, telephone, in person, and through a web-based ticketing solution. This position ensures that both staff and public technology are functioning, including performing repairs, upgrades, and refreshes. It researches, recommends, and implements both hardware and software solutions.

Key Accountabilities

Key result areas: System Support

• Provide first level support for technologies implemented at the Library.
• Perform daily system maintenance duties.
• 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.
• Write clear end-user instructions as well as technical documentation.
• Support iOS devices and software.
• Evaluate issues and refer to appropriate IT Department staff, when required
• 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.
• Stay current with technology, changes, and updates.
• Provide training for the staff in software and hardware products and procedures including IT orientation for new employees.
• Create and update technical and system documentation.
• Assist IT Department staff with large scale department projects as required.
• Perform additional job-related accountabilities assigned by the Manager.
• Awareness of WHMIS and appropriate health and safety practices for the workplace.
• 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.

Key Business Relationships

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

Scope

Budget: No budget responsibility or purchasing authority.

Reports: No direct or indirect reports

Key Competencies: Knowledge, Skills and Abilities

Behavioural:

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

Leadership:

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

Technical:

• Demonstrated experience installing, testing, patching, cutting & crimping, and troubleshooting data cables
• 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.
• Knowledge of BPL’s vision, mission, values, and strategic plan.
• Demonstrated experience in Microsoft Office 365, Microsoft Office client software, Mac O/S, helpdesk ticketing software, imaging software.
• Experience with Audio/Visual equipment and management, digital signage, digital media labs, makerspace technology, mobile devices, and RFID.

Work Environment

• There is mid to high computer use and frequent contact by email, MS Teams, and phone.
• Occasional travel between branches within Burlington is required (mileage paid).
• The work environment is a typical office environment, with little exposure to noise, dirt, or external elements.
• A valid driver’s license and own transportation is required.
• 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.

Working Hours

• BPL is open seven days a week; hours may include weekend or evening shifts.
• Duties may require work after-hours in case of emergency situations.
• Work hours are generally 9am to 5pm

Physical Effort

• The ability to move moderately heavy equipment (20lbs to 50lbs).
• Occasionally working in awkward places, under desks, etc.
• Normal physical activity such as periodic standing, walking, sitting and the use of basic motor skills
• Moderate to extreme visual concentration in the use of a computer.
• Extended periods of sitting at a computer and telephone use.

Mental Effort

• Looking at a computer screen for much of the day.
• Occasionally providing service to multiple people simultaneously.
• Performing complex tasks.
• Occasional urgent time pressures due to equipment malfunction, or similar emergency.
• Constant attention to detail, reading documentation and analysis of information including specifications, numbers, etc.
• Low to moderate stress.

Working with us

As an employer, we have high expectations of the people we hire, and we are genuinely invested in the well-being, development, and work success of all employees.

Earnings for paid employees include a competitive salary, comprehensive benefits, development opportunities, generous vacation privileges, flexible work arrangements, compelling rewards and recognition, and retirement security.

Burlington Public Library is an equal opportunity employer. We are committed to creating a respectful, inclusive, and diverse workplace where everyone feels valued and supported. If you require an accommodation for the recruitment/interview process, please let us know and we will work with you to meet your needs. Please contact Stephanie Rous, Human Resources Business Partner, at

If you have a disability that makes it difficult to apply using the online form, please call us at 905-639-3611 Ext. 1154.

We thank all applicants in advance and advise that we will contact only those selected for an interview.

Personal information on your résumé is collected under the authority of the Public Libraries Act, R.S.O. 1990 and will be used to determine eligibility for employment.

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