Tier II Technical Support Technician - TST 25-22964

Overview

On Site
Depends on Experience
Accepts corp to corp applications
Contract - Independent
Contract - W2
No Travel Required

Skills

Technical Support
Wireless Communication
Print Management
Printers
Repair
Reporting
LMS
Laptop
Management
Microsoft Office
Microsoft Windows
Network
Documentation
IT Infrastructure
IT Management
Identity Management
Servers
Collaboration
Computer Hardware
Computer Networking
Customer Service
FOCUS
TCP/IP
Workflow

Job Details

Job Title: Tier II Technical Support Technician
Location: Belvidere, NJ 07823
Duration: Contract (6+ months, with potential extension up to 1 year)

Job Overview:

We are seeking an experienced Tier II Technical Support Technician to provide advanced IT support across a network of library locations, with an initial focus on a primary branch that requires dedicated assistance. The role involves diagnosing and resolving technical issues, supporting print management systems, maintaining IT infrastructure, and documenting processes to ensure optimal technology services for staff and patrons.

Key Responsibilities:

  • Technical Support: Deliver Tier II-level support for IT systems including desktops, laptops, printers, servers, public computers, Wi-Fi networks, and specialized software.

  • Issue Diagnosis: Troubleshoot and resolve complex or recurring problems, particularly related to print release stations and payment/print integration.

  • Print Management: Maintain and repair print release systems to ensure proper operation and patron satisfaction.

  • Documentation: Create and update clear, detailed documentation for configurations, troubleshooting procedures, and location-specific IT workflows.

  • On-Site Support: Provide field support across multiple locations as needed, offering hands-on troubleshooting and system maintenance.

  • System Maintenance: Conduct software updates, patching, reimaging, and regular maintenance of staff and public-use computers.

  • Collaboration: Communicate regularly with library staff and IT leadership to prioritize issues, report progress, and recommend system enhancements.

Required Qualifications:

  • 3+ years of Tier II technical support experience in public, education, or library environments.

  • Proficiency in diagnosing and resolving hardware, software, and network issues, especially with printers and print management systems.

  • Hands-on experience with Windows OS, Microsoft Office Suite, basic networking (TCP/IP, Wi-Fi), and user account management.

  • Strong ability to document IT procedures, system setups, and troubleshooting steps.

  • Excellent interpersonal skills with a customer service mindset to support non-technical users.

  • Capable of managing multiple support requests across different sites independently.

  • Valid driver s license and ability to travel locally between office and branch locations.

Preferred Qualifications:

  • Prior experience supporting IT in a library, school, or government setting.

  • Familiarity with library management systems (LMS) such as Polaris, Sierra, Koha, etc.

  • Experience supporting public-access computing environments and self-service kiosks.

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