It s finding solutions that keep our customers and the library connected.

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Our Mission

To inspire imagination, collaboration, and compassion to support an informed and literate society.

Job Posting

Title: System Support Technician Department: Information Technology

Reports to: Manager, IT Classification: Temporary Full Time

Salary Range: $52,852.15 to $62,179

Posted: February 11, 2021 Closes: February 25, 2021

About the role

It’s finding solutions that keep our customers and the library connected.

It’s being trusted to deliver results. And it’s playing a vital role in helping people in our community access and enjoy the library’s collections, services, and resources. This is what makes working for Burlington Public Library exceptional.

About you

With a university degree or college diploma in Computer Systems Technology, or equivalent, you have worked at least one (1) year in IT helpdesk support. Experience with integrated library systems (ILS) is an asset.

You are proficient in all recent variants of Microsoft Windows Operating Systems, and your technical expertise encompasses proven practical skills and competencies with a wide range of software and hardware detailed in the Position Description.

As a role model for the Library’s values and voice in all interactions, you are respectful, positive, open-minded, and friendly.

You are excited by the possibilities of technology and like to share your knowledge and enthusiasm with others.

You are naturally curious, and with a keen attention to detail and exceptional critical and creative thinking skills, you deliver work with complete accuracy.

You enjoy working collaboratively in a team, and can easily build a good rapport with colleagues and customers alike.

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Our Mission

As an effective communicator, you have strong writing and speaking skills, and you are comfortable presenting to an audience.

You are highly organized, and able to plan and prioritize your time effectively to serve multiple people simultaneously.

Time pressures can be urgent, but knowing you play an integral part in delivering an exceptional customer service will motivate you to meet the challenges.

Position Description

Overall Purpose

This position exists within Burlington Public Library to support the use of the integrated library system, user desktop and cloud environments, as well as peripheral devices and equipment. It provides technical support to internal customers via MS Teams, e-mail, telephone, in person, and through a web-based ticketing solution. This position ensures that both staff and public technology are functioning, including performing repairs, upgrades, and refreshes. It researches, recommends, and implements both hardware and software solutions.

Key Accountabilities

Key result areas: System Support, Project Management

 Provide first level support for technologies implemented at the Library.

 Investigate and resolve software, hardware, and network incidents related to staff and public computer equipment and peripherals, including, but not limited to desktops, laptops, tablets, monitors, digital signage, mobile devices, VoIP phones, printers, projectors, wireless technologies, RFID equipment.

 Research, test and implement innovative technologies.

 Maintain and administer the helpdesk ticketing system, digital signage system, and the staff and public loanable devices system.

 Perform daily system maintenance duties.

 Provide training for the staff in software and hardware products and procedures including IT orientation for new employees.

 Evaluate issues and defer to appropriate IT Department staff, when required.  Assist IT Department staff with large scale department projects as required.

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Our Mission

 Create and update technical and system documentation.

 Participate in maintaining and updating IT assets and help to plan the annual hardware recycling initiative, including the deployment of new equipment and disposal of old equipment.

 Attend training and meetings as required.

 Awareness of WHMIS and appropriate health and safety practices for the workplace.  Stay current with technology, changes, and updates.

 Perform additional job-related accountabilities assigned by Management.

Key Business Relationships

 Staff at the Library; the CEO and Senior Management Team, Managers, staff members and other members of the IT Department.

 Occasionally, this position will work with external customers, vendors, suppliers, and other external consultants.

Scope

Budget: No budget responsibility or purchasing authority. Direct and Indirect Reports: No direct or indirect reports.

Position Requirements

Education:

 University degree or College Diploma in Computer Systems Technology, or equivalent.

Experience:

 Minimum one (1) year experience in IT helpdesk support  Experience with integrated library systems (ILS) an asset

Key Competencies: Knowledge, Skills and Abilities

Behavioural: Read BPL Values, click here

 Model BPL’s values during all interactions with internal and external individuals.  Communicate in a professional manner which is consistent and aligned with BPL’s

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Our Mission

 Excellent customer service is critical and must include collaboration and teamwork skills and strong interpersonal communication (verbal, written and presentation).  Problem-solving and analytical thinking are key required behaviors.

 Initiative, creativity, and resourcefulness are expected.

 Resilience and adaptability are important, as are planning and organization.  Employees should be continual learners.

Leadership:

 A trusted and informed source for guidance and insight around the use of technology.

 Action oriented and perseveres to address and solve technical issues.

 Keeps abreast of changes in the technology field and shares information with colleagues.

 Committed to ongoing learning and upskilling in an ever-changing environment. Technical:

 Knowledge of BPL’s vision, mission, values, and strategic plan.

 Knowledge of policies, processes, procedures, and systems within BPL  Proficient in all recent variants of Microsoft Windows Operating Systems.

Experience using Microsoft Windows Server, Red Hat Enterprise Linux and/or UNIX an asset.

 Demonstrated experience in Microsoft Office 365, Microsoft Office client software, Mac O/S, helpdesk ticketing software, imaging software.

 Demonstrated experience installing, testing, patching, cutting & crimping, and troubleshooting data cables

 Experience with Audio/Visual equipment and management, digital signage, digital media labs, makerspace technology, mobile devices, and RFID.

Work Environment

 The work environment is a typical office environment, with little exposure to noise, dirt, or external elements.

 Occasionally work is completed in public spaces of library branches while customers are present.

 There is occasional physical work, such as moving, changing, and setting up computer equipment and peripherals, or managing network cables.

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Our Mission

 There is mid to high computer use and frequent contact by email, MS Teams, and phone.

 Occasional travel between branches within Burlington is required (mileage paid).

Working Hours

 Work hours are generally 9am to 5pm

 BPL is open seven days a week; hours may include weekend or evening shifts.  Duties may require work after-hours in case of emergency situations.

Physical Effort

 The ability to move moderately heavy equipment (20lbs to 50lbs).  Moderate to extreme visual concentration in the use of a computer.

 Normal physical activity such as periodic standing, walking, sitting and the use of basic motor skills.

 Extended periods of sitting at a computer and telephone use.  Occasionally working in awkward places, under desks, etc.

Mental Effort

 Looking at a computer screen for much of the day.  Low to moderate stress.

 Occasionally providing service to multiple people simultaneously.

 Occasional urgent time pressures due to equipment malfunction, or similar emergency.

 Performing complex tasks.

 Constant attention to detail, reading documentation and analysis of information including specifications, numbers, etc.

Working with us

Everyone at BPL, no matter what your role, works together for the betterment of the people, the community, and the organization we serve.

We bring our best selves to work, delight in helping others, and have an abiding passion for service excellence. Each of us excel in the personal qualities and skills that are essential to our work and the BPL Team.

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Our Mission

As an employer, we have high expectations of the people we hire, and we are genuinely invested in the well-being, development, and work success of all employees.

The compensation package for temporary paid employees includes a competitive salary and flexible work arrangements.

Burlington Public Library is an equal opportunity employer. We are committed to

creating a respectful, inclusive, and diverse workplace where everyone feels valued and supported. If you require an accommodation for the recruitment/interview process, please let us know and we will work with you to meet your needs.

For more information about working at BPL, please visit www.bpl.on.ca/about/careers

Please submit application, inquiries, questions, or accommodations requests

[email protected]

No telephone calls please.

We thank all applicants in advance and advise that we will contact only those selected for an interview. Personal information on your résumé is collected under the authority of the Public Libraries Act, R.S.O. 1990 and will be used to determine eligibility for