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Technical Support Manager / Innovation & Technology

Publicado por
City of Cambridge
|
Cambridge, MA
Nuevo
|
Publicado hace 17 días

Under the guidance of the Manager of Innovation & Technology, the Technical Support Manager develops, implements, administers, and supports all information technology systems for the Cambridge Public Library System. This position supervises a staff of one or more full-time technicians.

  • Manage technical support for library staff and patrons. Hands-on work required as well as coordinating efforts of direct reports.
  • Provide excellent customer service and perform job responsibilities in a professional manner.
  • Effectively communicate technical instructions (orally, graphically, and in writing) with staff and patrons to facilitate the successful completion of assigned tasks.
  • Work closely with City’s central IT support team to triage and escalate end-user issues.
  • Provide first level support for all Library software including Sierra, Library applications, and MS Office.
  • Configure and deploy PCs, laptops, tablets, and printers to end-users leveraging enterprise network imaging tools.   
  • Create and modify user accounts and groups via Active Directory Manager.
  • Manage City issued mobile devices via device management software.
  • Set-up and breakdown of A/V equipment for Library Meetings and after-hours events.
  • Engage in training to ensure a high level of knowledge related to the latest technology.
  • May lead or assist in developing and delivering technical training to staff or patrons.
  • Assist with software deployments and City-wide upgrades as assigned.
  • Collaborate with other system managers to resolve department IT issues.
  • Implement and document solutions in the department knowledge-base.
  • Acts as a technical liaison to the City’s central IT department, vendors, and regional library consortium (Minuteman Library Network).
  • Evaluate, recommend, implement, and maintain new equipment and software systems.
  • Responsible for oversight of the IT staff in the absence of the Manager of Technology & Innovation.
  • Responsible for areas such as scheduling, training, coaching, and contributing to staff performance evaluations.
  • Perform other related duties and special projects as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

MINIMUM REQUIREMENTS:

  • Four (4) years of experience performing technical support duties in a mid-size organization.
  • Two (2) years of experience managing a technical support service group.
  • Bachelor's degree in Information Technology, or equivalent combination of education, experience, and training.
  • The City of Cambridge’s workforce, like the community it serves, is diverse.  Applicants must have the ability to work and interact effectively with individuals and groups with a variety of identities, cultures, backgrounds, and ideologies.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

  • Commitment to doing all work through a lens of diversity, equity, inclusion, and anti-racism. 
  • Proven ability to manage a small technical support team; people skills, project management skills, initiative.
  • Ability to explain and effectively communicate technical information to a non-technical audience.
  • Skilled in performing routine hardware troubleshooting on various computers, monitors, printers, scanners, etc.
  • Proficient in Microsoft Windows operating systems and Microsoft Office products.
  • Basic knowledge of hardware components and how they relate relevant to Local Area Networks (LANs) and Wide Area Networks (WANs).
  • Knowledge of PC and Server hardware support, software applications design, and networks.
  • Familiarity with Mac OS and IOS based systems.
  • Familiarity with Chrome OS and Android based devices and administration.
  • Comfort with providing onsite and remote AV presentation and meeting support (projectors, presentation software, TV displays, Livestreaming, Zoom, Teams).
  • Knowledge of enterprise level imaging processes including SCCM, KACE, Altiris, etc. Preferable.
  • Ability to maintain professionalism in a technical support environment.

HOURS OF WORK:          37.5 hours per week, generally worked Monday – Friday from 8:30 a.m. – 5:00 p.m. Evenings and/or weekend hours may be required as needed.

RATE:                   $ 92,720 -- $ 109,827 annually in seven steps

APPLICATION PROCEDURE: Submit both your resume and cover letter by 5pm on 12/03/2021 via email to: employment@cambridgema.gov or to Personnel Dept, Room 309, City Hall, 795 Massachusetts Avenue, Cambridge MA 02139. Fax 617-349-4312. We are an AA/EEO Employer.

Under the guidance of the Manager of Innovation & Technology, the Technical Support Manager develops, implements, administers, and supports all information technology systems for the Cambridge Public Library System. This position…

Detalles a Simple Vista

  • Flexibilidad
    A Tiempo Completo
Salario
USD $92.720 - USD $109.827
/ año
annually

Compensación

BENEFITS SUMMARY:

·        Competitive health, dental, and vision insurance

·        Vacation and Sick leave eligible; Sick Incentive Pay Eligible

·        3 Personal days; 14 Paid Holidays

·        Management Allowance, $2,700/year

BENEFITS SUMMARY:

·        Competitive health, dental, and vision insurance

·        Vacation and Sick leave eligible; Sick Incentive Pay Eligible

·        3 Personal days; 14 Paid Holidays

·        Management…

Ubicación

Presencial
491 Broadway, Cambridge, MA 02138, USA

Cómo aplicar

Submit your resume and cover letter by 5:00 pm via email to: employment@cambridgema.gov or to the Personnel Dept, Room 309, City Hall, 795 Massachusetts Avenue, Cambridge MA 02139. Fax 617-349-4312. Resume and cover letter requested by 11/24/21. Position will remain open until filled. We are an AA/EEO Employer.

Submit your resume and cover letter by 5:00 pm via email to: employment@cambridgema.gov or to the Personnel Dept, Room 309, City Hall, 795 Massachusetts Avenue, Cambridge MA 02139. Fax…

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