Responds to user requests for equipment maintenance and enhancement; install, re-install and upgrade operating systems, software applications and computer equipment and network components, including peripherals. Acts as a resource for users regarding network equipment. 

This position is a full-time, 8 hour a day, 40 hour a week position.40%

• Responds to network systems service requests.
• Acts as a first level problem identification and resolution resource regarding system equipment, including answering questions, providing advice, troubleshooting and following-up with customers in solving their network system equipment problems.
• Maintains service records, including an action plan for problem resolution. 

30%

• Installs, re-installs and upgrades operating systems, software applications and computer equipment, including peripherals.
• Refers customer problems, as needed.
• Determines appropriate resource for resolution.

15%

• Provides technical support and training to staff, students and other network users.
• Serves as a technical advisor to assigned system users.
• Reviews requests to determine best methods of meeting user needs.

15%

• Provides on-site technical support to a variety sites, requiring the ability to drive to locations in an assigned geographical cluster.

OTHER FUNCTIONS:

• Maintains state of the art knowledge of hardware and software related to network and library systems.
• Conducts second level network systems analysis.
• Identifies problems and needs.
• Recommends system modifications and enhancements.
• May perform related duties consistent with the scope and intent of the position.

KNOWLEDGE, SKILLS & ABILITIES:

• Use of operating systems and software applications. 
• Hardware and peripherals. 
• Customer service techniques and principles.
• Skills in communication and customer service. 
• User training, installing, re-installing and upgrading mainstream operating systems, software applications and computer equipment, including peripherals. 
• Act as a resource to entry-level staff.
• Install, re-install and upgrade mainstream operating systems, software applications and computer equipment, including peripherals.

EXPERIENCE/EDUCATION:
A typical way to obtain the knowledge and abilities would be:
One (1) year of experience in an information technology setting and some college; A.A. Degree or completion of vocational training in data processing, data communications or related field and an A certification preferred; or an equivalent combination of education and experience.
Any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities to perform the work will be considered.
DESIRED CERTIFICATIONS & LICENSES:
Valid Washington State driver's license or evidence of equivalent mobility.CLEARANCES:
Criminal Justice fingerprinting and background check.