Systems Support specialist

SUMMARY:
Are you a tech wizard with a knack for problem-solving? We’re searching for a Systems Support Specialist who lives for smooth-running systems and loves jumping in to save the day when tech goes sideways. Join our energetic IT crew, where no two days are the same! From squashing pesky bugs and troubleshooting tech hiccups to rolling out system upgrades, you’ll be at the heart of keeping our digital world humming and our team empowered. If you're ready to be the behind-the-scenes hero who keeps everything running like clockwork — we want to meet you!

POSITION INFO:
JOB DESCRIPTION INFORMATION:

Job Title: Systems Support specialist
Employment Type: Permanent
Work Model: Onsite


JOB CONTEXT:
The Systems Support Specialist plays a critical role in ensuring a seamless user experience by managing the end-to-end resolution of technical issues logged by internal and external customers. This includes diagnosing problems, identifying root causes, and implementing effective solutions across hardware, software, and network systems. In addition, the role involves providing hands-on support during system installations, upgrades, and configurations—ensuring all systems are deployed efficiently, securely, and with minimal disruption to business operations. The ideal candidate is not only a problem-solver but also a proactive communicator who thrives in a fast-paced, service-oriented environment.



Duties and Responsibilities:

• Follow a defined support process in order to support and assist customers with system related issues.
• Documenting solutions, advising on appropriate actions and providing updates to customers, as well as senior management.
• Document and assist as a project resource, meeting on a regular basis with project managers to ensure project deadlines are met.
• Install, upgrade, support and troubleshoot Windows OS, Microsoft Office and authorized desktop applications.
• Provide hardware support, including installation and troubleshooting of printers, computers and peripheral devices.
• Perform general preventative maintenance and remedial repairs on IT equipment.
• Install and troubleshoot EM and RFID library security solutions.
• Customize desktop hardware to meet user specifications and company standards.
• Ensure compliance with warranty requirements and return defective equipment as needed.
• Monitor and, operate and restore service to terminal service clients and personal computers with authorized network access.
• Escalate complex issues to IT specialists when necessary.

• Minimum 3 years library experience
• Knowledge of Dewey, LCSH, AACR2 and MARC21 is advantageous
• UNIX and Windows Operating System experience
• Experience on the Unicorn/Symphony Library Management System
• Computer and technical support knowledge is advantageous

• Degree or related qualification in Library and Information Science.