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 a skilled and proactive Tier II Technical Support Technician to provide advanced IT support services across a network of public-facing locations, with a primary focus on one high-need branch. The ideal candidate will work closely with staff to ensure smooth and reliable operation of all technical systems, especially those critical to public access and daily operations.
Key Responsibilities:
Deliver Tier II technical support for IT systems including computers, printers, servers, networks, and specialized software.
Diagnose and resolve complex issues, including recurring problems with public-use print release stations and payment integration.
Maintain and troubleshoot print management systems to ensure accuracy and performance.
Develop and maintain clear documentation for system configurations, troubleshooting processes, and operational procedures.
Travel to multiple branch locations to provide on-site technical support as needed.
Conduct routine maintenance tasks including system imaging, patch updates, and workstation upkeep.
Communicate with technical leadership and on-site staff to prioritize support needs and suggest improvements.
Required Qualifications:
3+ years of hands-on Tier II IT support experience in public, education, or service-oriented environments.
Strong troubleshooting skills in hardware, software, networking, and peripherals.
Demonstrated experience with print release systems and troubleshooting print/payment issues.
Proficiency in Windows OS, Microsoft Office Suite, basic networking (TCP/IP, Wi-Fi), and user account management.
Excellent written documentation and IT process mapping skills.
Strong interpersonal and customer service abilities for working with non-technical end-users.
Self-starter with the ability to manage requests across multiple locations.
Valid driver’s license and willingness to travel locally.
Preferred Qualifications:
Prior IT support experience in libraries, schools, or government institutions.
Familiarity with Library Management Systems (e.g., Polaris, Koha, Sierra).
Experience supporting public-access computing environments or kiosk systems.