Help Desk Technician II | Peoria Public Library
Posted on Feb 24, 2025
JOB SUMMARY
Provides prompt and responsive IT support, manages Active Directory administration, executes network troubleshooting, while delivering exceptional customer service to end users. Solves complex technical issues within a variety of platforms and IT environments; performs other duties as assigned. Reports to Manager of Information Technology Services.
ESSENTIAL FUNCTIONS
(Functions listed are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.)
- Develops and provides training to staff on effective use of equipment and software, including development and presentation of online screencasts;
- Researches new software to prepare for roll-out and deployment; helps staff transition into new programs by providing training and other resources;
- Installs and configures new library servers and network equipment to prepare for use;
- Along with the Manager of IT Services, maintains library virtual environment (VMware);
- Along with the Manager of IT Services, maintains and troubleshoots hardware and software for library self-check system;
- Troubleshoots and repairs current software and hardware installations;
- Provide advanced technical support to end-users, escalating issues from Level 1 technicians as needed;
- Manage and maintain Active Directory (AD) environments, including user and group management, permissions, and domain administration;
- Troubleshoot, diagnose, and resolve hardware and software issues across various platforms, including Windows, macOS, and mobile devices;
- Administer network configurations, including IP addresses, DNS, DHCP, and VPNs, to ensure smooth network connectivity;
- Assist with network infrastructure management and network security tasks;
- Support and maintain Office 365 environments and other cloud-based tools;
- Monitor, track, and respond to service desk tickets in a timely and efficient manner;
- Collaborate with other IT staff to implement system updates, software installations, and security patches;
- Document and track all technical issues, resolutions, and network configurations in the ticketing system;
- Offer expert guidance to end-users on best practices for system use, security, and network management;
- Contribute to ongoing IT projects, system upgrades, and network optimization;
- May be required to work in multiple locations and on any of the 7 days of the workweek (Sunday – Saturday);
- Attends meetings and participates in committees and organizations that further the library’s mission and goals; and
- Keeps abreast of technology and library developments by attending workshops, webinars, and educational programs and reading periodicals and specialized literature; attends staff meetings.
Requirements
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
The employee is expected to perform or possess the following:
- Ability to gain thorough knowledge of Peoria Public Library’s policies and procedures;
- Ability to act as a representative of Peoria Public Library to the public;
- Extensive knowledge in information technology application and maintenance, particularly in relation to providing support and resources to librarians and library staff;
- Ability to accurately identify and respond to the needs of the library in a timely fashion;
- Ability to communicate and work effectively with diverse individuals (customers and staff) in order to accomplish library and department goals and objectives;
- Ability to maintain a pleasant and productive working atmosphere;
- Ability to keep all relevant parties informed of all major issues and to recommend changes as appropriate;
- Ability to establish and maintain effective working relationships with other staff;
- Knowledge of electronic resources, including the Internet and database information management; and
- Ability to operate relevant computer systems, including hardware and software, computer networks, and office machines and equipment;
- CompTIA Network+ (or similar networking certification) is required;
- Proficient in diagnosing and troubleshooting operating systems (Windows, macOS) and common software applications;
- Solid understanding of networking principles, IP addressing, and networking protocols.
- Familiarity with firewall and VPN technologies;
- Experience using ticketing systems and remote management tools;
- Strong problem-solving abilities with a customer-focused approach;
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment;
- Ability to obtain a valid IL driver’s license.
EDUCATION AND EXPERIENCE
- BA/BS or equivalent experience, supporting Windows operating systems in a domain environment;
- 2-3 years of experience in an IT support role with a focus on Level 2 support.
- Hands-on experience with Active Directory administration, user provisioning, group policies, and domain management.
- Experience with network troubleshooting (DNS, DHCP, routing, VPNs, etc.).
- Experience in supporting cloud applications, including Office 365 and other SaaS platforms.
PREFERRED QUALIFICATIONS
- Certifications: Microsoft Certified: Windows Server Fundamentals, CompTIA Security+, or other related certifications.
- Experience: Familiarity with server and network monitoring tools. Experience in configuring and troubleshooting network devices (routers, switches, etc.).
PHYSICAL AND ENVIRONMENTAL CONDITIONS
Work requires routine physical effort in the handling of light and moderately heavy materials. May require standing for long periods of time and frequent stooping and bending.
Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, libraries, classrooms or meeting and training rooms, e.g., use of safe work place practices with office equipment, avoidance of trips and falls and observance of fire and building safety regulations and traffic signals when driving.
The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.
Salary
$52,000 - $80,600
Location
Peoria Public Library
107 NE Monroe St.
Peoria, IL 61602-1070
United States
How to apply
Peoria Public Library is accepting applications for
HELP DESK TECHNICIAN II
Currently assigned to Main Library
To apply, please submit your Cover Letter, Resume and Application Form
in person or via email
Or mail to:
Peoria Public Library
ATTN: Jenny Ulrich
107 NE Monroe St.
Peoria, IL 61602-1070
JennyUlrich@ppl.peoria.lib.il.us
The application deadline is 5:00 p.m. Thursday, March 6, 2025.
Application form is available at https://peoriapubliclibrary.org/about-ppl/careers/
Benefits include medical, dental, vision, paid vacation, sick time & holidays, IMRF pension plan, Employee Assistance Program and optional deferred compensation plan.
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