Pueblo City-County Library District is seeking  a full-time, 40 hours per week, Helpdesk Specialist to join our Information Technology team!

The Help Desk Specialist provides internal technical support that ensures the efficient operation of all computers, laptops, mobile devices, phones, copiers, printers, AV equipment, and other IT related equipment. The position provides both internal and external customer service to ensure a positive customer experience.

The IT Help Desk Specialist reports to the Director of Information Technology. This position contributes as a team member of the IT department and serves as the first point of contact for internal IT service requests, queries and reporting of system failures. This position also is the primary responder to audio/visual and technical equipment set-up and support requests for meetings and presentations. The Help Desk Specialist provides excellent customer service demonstrating the ability to communicate effectively with people regardless of age, race, sexual orientation, ability level or background.

PRIMARY DUTIES AND RESPONSIBILITIES

• Provides first and second level technical support to users, may include low-to-mid level network and systems administration functions. This may include setting up and modifying users on the active directory including rights, security, and systems groups.
• Assists in maintaining user and group file backups using designated hardware and software.
• Under general supervision, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting and supporting of PC hardware, operating systems, software applications, peripherals and payment systems and technology including printers, Jamex, Mobile, and NFC.
• Tracks issues to resolution, creates good technical documentation and updates the internal knowledgebase.
• Maintains phone system, including any changes and updates as needed.
• Maintains A/V equipment in good working order and responds to requests for A/V and technical equipment used in meetings and presentations; ensures A/V set-ups are working and ready for use in advance of event; takes down and stores equipment.
• Maintains list of IT inventory equipment and supplies, including ink cartridges, toner, and other regularly used supplies.
• Works on Special Projects as assigned.
• Under general supervision, exercises judgment and decision making in the diagnosis and resolution of computer hardware and software problems.
• Supports team efforts to maintain a safe and secure environment for customers and staff by maintaining awareness of surroundings and working in accordance with safety policies and procedures.
• Participates in regularly scheduled department meetings. Attends All Staff Development Days and other training sessions to acquire new skills and to stay current on all information that is pertinent to PCCLD.
• Reads daily organizational communications from intranet, e-mail, newsletters and print announcements. Stays current on all library services, programs and events throughout the district. Regularly accesses electronic time keeping, payroll and personnel employee access systems.

OTHER DUTIES AND RESPONSIBILITIES

• Will cross-train and provide back-up coverage for other IT department positions up to 10% of time worked.
• May serve on library committees and special projects.
• Performs other duties as needed.

QUALIFICATIONS

Education and Experience: Associate’s degree in Information Technology or related field or Information Technology Certification such as Comp TIA A+ preferred; Bachelor’s degree preferred.  One year of related experience is strongly preferred.

Skills and Abilities:

• Requires strong communications skills with the ability to work with end users diplomatically and skillfully.
• Demonstrates excellent customer service skills.
• Takes initiative and works independently, and also demonstrates ability to work well as a team.
• Must be able to prioritize, respond and resolve issues in a timely manner
• Must possess basic information systems skills including:
  • Help desk/ ticketing system
  • Windows-based computers, Microsoft operating systems and applications
  • User account creation/ modification/ deletions
  • User computer imaging and application installation
• Virtualized Platform Environments/Systems including: Citrix, HyperV and VMware
• Cloud Computing: SaaS, PaaS and IaaS is preferred
• Telecommunication systems experience with VOIP and cloud solutions experience preferred.
• Solid problem solving and technical trouble-shooting skills.
• Ability to set up, operate, and test PC equipment, printers, mobile devices, AV equipment and other technical devices.
• Ability to function under flexible and changing conditions.

Physical Requirements: The job is physically demanding requiring the ability to carry and set up equipment which involves bending, squatting, reaching, lifting, pushing and pulling. Must be able to properly lift objects weighing up to 50 pounds and push - pull carts weighing up to 200 pounds.

Other Requirements: Must be able to work a flexible schedule including days, evenings and weekends and on-call. Must submit to and successfully pass a criminal background investigation. May require some driving; must have a good driving record, Colorado Driver’s License and insurance.

Salary: $18.49 per hour 

Closing Date: August 26, 2024

Benefits:  PCCLD offers health insurance including a tele-health service, dental and vision insurance, HSA and FSA plans, employer-paid life insurance, and 401(k) and PERA retirement plans. Full-time employees also receive paid vacation, sick, and personal leave.

As an Equal Opportunity Employer, Pueblo City-County Library District does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation including gender orientation, genetic information, military status, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.