Account Manager

Provides reliable and responsive support to FPL staff and patron workstations. Responds to calls for help, troubleshoots and solves hardware and software problems. Provides support for Crestron audiovisual system for FPL meeting room. Setup and takedown of AV equipment such as laptops, digital camera, and digital projector. Consults IT Manager on best practices and implementation methodology.

Duties and Responsibilities

1. Provide support to staff and public workstations. Primary responsibility of this position is to support staff and public workstations by investigating and resolving computer hardware and software problems of end users. Much of this work is done remotely with occasional need for physical visits to another area of the facility. % of time: 80
2. Secure and lockdown workstations through use of security and lockdown tools. % of time: 5
3. Identify and correct printing problems through use of web interfaces. % of time: 5
4. Document workstation changes and configuration. Thorough understanding of documentation principles and updates. % of time: 2
5. Software installations. % of time: 5
6. Serve as backup for other IT staff. % of time: 1
7. Training staff on new software and technologies. % of time: 1
8. Other duties as assigned, including conveyor troubleshooting. % of time: 1

Qualifications and Requirements

1. Education
   1. B.S. in Computer Science, Computer Engineering, Information Technology or equivalent.
   2. Microsoft Certified Professional (MCP) or CompTIA A+ certification desired.
2. Must have:
   1. Ability to effectively and easily communicate technical topics to novices.
   2. Ability to project a positive, upbeat attitude and excellent interpersonal skills even under stress.
   3. Ability to work and communicate effectively with library management and staff.
   4. Ability to work in a team environment.
   5. Ability to learn new and emerging technologies.
   6. Understanding and utilize IT best practices.
   7. Ability to troubleshoot Windows 2000 and Windows XP workstations.
   8. Ability to troubleshoot Dell print devices.
   9. Ability to develop and maintain effective knowledge-based relationships with vendors.
   10. Thorough understanding of PC hardware, components and parts.
   11. Ability to document any and all workstation changes and updates.
   12. Understanding of troubleshooting ticket systems.
   13. Solid understanding of NTFS and Share permissions.
   14. Ability to configure TCP/IP.
   15. Knowledge of workstation imaging software.
   16. Knowledge of workstation security software.
   17. Understanding of Windows Registry and important keys.
3. Experience with enterprise management software strongly desired.
4. Web development skills strongly desired.
5. Strong command line experience desired.

Equipment Operation

PCs, printers, library automation system, scanners, RFID scanners, self-check machines, faxes, self-check equipment, application software, and some PC hardware. Must be able to lift 50 pounds.

Work Week

40 hour work week, pager accessible with additional hours as needed.

Provides reliable and responsive support to FPL staff and patron workstations. Responds to calls for help, troubleshoots and solves hardware and software problems. Provides support for Crestron audiovisual system for FPL meeting room. Setup and takedown of AV equipment such as laptops, digital camera, and digital projector. Consults IT Manager on best practices and implementation methodology.

Duties and Responsibilities

1. Provide support to staff and public workstations. Primary responsibility of this position is to support staff and public workstations by investigating and resolving computer hardware and software problems of end users. Much of this work is done remotely with occasional need for physical visits to another area of the facility. % of time: 80
2. Secure and lockdown workstations through use of security and lockdown tools. % of time: 5
3. Identify and correct printing problems through use of web interfaces. % of time: 5
4. Document workstation changes and configuration. Thorough understanding of documentation principles and updates. % of time: 2
5. Software installations. % of time: 5
6. Serve as backup for other IT staff. % of time: 1
7. Training staff on new software and technologies. % of time: 1
8. Other duties as assigned, including conveyor troubleshooting. % of time: 1

Qualifications and Requirements

1. Education
   1. B.S. in Computer Science, Computer Engineering, Information Technology or equivalent.
   2. Microsoft Certified Professional (MCP) or CompTIA A+ certification desired.
2. Must have:
   1. Ability to effectively and easily communicate technical topics to novices.
   2. Ability to project a positive, upbeat attitude and excellent interpersonal skills even under stress.
   3. Ability to work and communicate effectively with library management and staff.
   4. Ability to work in a team environment.
   5. Ability to learn new and emerging technologies.
   6. Understanding and utilize IT best practices.
   7. Ability to troubleshoot Windows 2000 and Windows XP workstations.
   8. Ability to troubleshoot Dell print devices.
   9. Ability to develop and maintain effective knowledge-based relationships with vendors.
   10. Thorough understanding of PC hardware, components and parts.
   11. Ability to document any and all workstation changes and updates.
   12. Understanding of troubleshooting ticket systems.
   13. Solid understanding of NTFS and Share permissions.
   14. Ability to configure TCP/IP.
   15. Knowledge of workstation imaging software.
   16. Knowledge of workstation security software.
   17. Understanding of Windows Registry and important keys.
3. Experience with enterprise management software strongly desired.
4. Web development skills strongly desired.
5. Strong command line experience desired.

Equipment Operation

PCs, printers, library automation system, scanners, RFID scanners, self-check machines, faxes, self-check equipment, application software, and some PC hardware. Must be able to lift 50 pounds.

Work Week

40 hour work week, pager accessible with additional hours as needed.