Technology Support Assistant - Crandall

Crandall Public Library is seeking a full-time Technology Support Assistant who will provide technical support to staff and the public with the use of computers and associated technology equipment, including PC’s, laptops, microfilm machines, printers, scanners, copiers, fax machines and audio-visual equipment. Work is performed under the direct supervision of a higher-level technology/library supervisor, with a readiness to undertake related duties as needed.

TYPICAL WORK ACTIVITIES INCLUDE: (Illustrative Only)*
? Assisting library patrons with navigating basic computer access issues;
? Providing one-on-one support in common application software for internet browsing, word processing,
spreadsheets and presentations;
? Providing end-user support to resolve minor issues with accessing user accounts;
? Providing end-user support for the use of web-based or installed software application, including e-mail and
other standard office document creation software maintained by the Library;
? Assisting with maintaining and updating PC, laptop and tablet hardware, software, printing, scanning and
other devices following defined operating procedures;
? Identifying technical problems and escalating issues with hardware, software, networks and other systems
to Library staff.
*Warren County Civil Service Technology Support Assistant Job Description attached.

CANDIDATES MUST POSSESS:
A. Successful completion of fifteen (15) credit hours from a regionally accredited or New York State registered
college or university trade or business school in Computer Science or other computer related field and have
one (1) year of experience in computer end-user Help Desk support; OR
B. Graduation from high school or possession of a GED and two (2) years of experience in computer end-user
Help Desk support; OR
C. An equivalent combination of training and experience as outlined above.

Position will be filled based on Civil Service requirements. A provisional appointment will be made with
examination to be held at a later date. Candidate must meet civil service requirements for appointment following
establishment of eligible list.
 
DISTINGUISHING FEATURES OF THE CLASS: This position exists in a library and involves the
responsibility for supporting the public with the use of computers and associated technology equipment, including
PC’s, laptops, microfilm machines, printers, scanners, copiers, fax machines and audio-visual equipment. Work is
performed under the direct supervision of a higher-level technology/library supervisor. Does related work as
required.

TYPICAL WORK ACTIVITIES: (Illustrative only)
Assist library patrons with navigating basic computer access issues;
Provide one-on-one support in common application software for internet browsing, word processing, spreadsheets
and presentations;
Provide end-user support to resolve minor issues with accessing user accounts;
Provide end-user support for the use of web-based or installed software application, including e-mail and other
standard office document creation software maintained by the Library;
Assist Library Assistant for Technology as directed to maintain and update PC, laptop and tablet hardware, software,
printing, scanning and other devices following defined operating procedures;
Identify technical problems and escalate issues with hardware, software, networks and other systems to Library
Assistant for Technology and/or vendors;
May provide information to the public on library policies and procedures;
May perform routine circulation, reserve and overdue functions;
May provide guidance to patrons on the use of the library collection.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES AND ATTRIBUTES:
Good knowledge of common operating systems and software applications, such as Microsoft Office, Windows file
management, social media applications, laptops, mobile devices, printers, scanners, fax machines and
copiers;
Good knowledge of common email services and other web-based applications including job search and application
web tools;
Good customer services skills including good listening, exercising patience and remaining calm during stressful
situations;
Ability to communicate and instruct technical information to non-technical patrons;
Ability to visualize a problem and communicate and think abstractly to solve it;
Ability to work both independently and collaboratively with or without direct supervision;
Ability to use good interpersonal skills to maintain and foster cooperative and courteous working relationships with
the public, peers and supervisors.

MINIMUM QUALIFICATIONS:
A) Successful completion of fifteen (15) credit hours in Computer Science, Information Technology or other
computer related college curriculum from a New York State registered college or university, trade or
business school; or
B) Graduation from high school or possession of a GED and two (2) years of experience in computer end-user
Help Desk support; or
C) An equivalent combination of training and experience as defined by the limits of (A) or (B).

NOTE: Your degree must have been awarded by a college or university accredited by a regional, national, or
specialized agency recognized as an accrediting agency by the U.S. Department of Education/U.S. Secretary of
Education. If your degree was awarded by an educational institution outside the United States and its territories,
you must provide independent verification of equivalency. A list of acceptable companies who provide this service
can be found on the Internet at http://www.cs.ny.gov/jobseeker/degrees.cfm. You must pay the required evaluation
fee.

WC: Adopted 11/2024
JC: Competitive