Job Opportunity: IT Support Lead

Job Title: IT Support Lead

FT/PT: Full Time, 40 hours per week

Status: Non-Exempt 

Benefits: IMRF; accrued leave time including vacation, sick, personal, bereavement

Schedule: Hybrid, with a mix of onsite and remote work. The position requires a regular in-person presence to support the library’s technology, particularly during key service hours or events. Remote work flexibility is available for tasks such as documentation, ticket resolution, and internal communication support, in accordance with the Library’s Telecommuting Policy.

Salary: $58,000-$63,000 DOQ

Are you a solutions-oriented tech professional who enjoys helping others and keeping systems running smoothly? Do you take pride in clear communication, reliable support, and staying organized in a dynamic environment? If so, we’d love to hear from you.

The Lake Bluff Public Library is seeking an IT Support Lead to oversee day-to-day technology operations. This hybrid role is perfect for someone who is comfortable providing both behind-the-scenes support and direct assistance to staff and patrons. Responsibilities include troubleshooting hardware and software, supporting public technology, assisting with A/V setups, and helping maintain reliable digital services across the library.

This role offers a balance of on-site work—particularly during service hours and events—and remote flexibility for tasks like documentation and ticket resolution. If you're looking to put your tech expertise to work in a collaborative and community-focused setting, we invite you to apply.

Minimum Qualifications

  • Associate or Bachelor’s degree in Information Technology, Computer Networking, or a related field; OR equivalent combination of education and relevant experience.
  • At least two years of professional experience in help desk support, hardware/software troubleshooting, or general IT support.

Preferred Qualifications

  • Working knowledge of hardware, software, network troubleshooting, and end-user support.
  • Familiarity with Microsoft Office Suite, print management systems, and Wi-Fi network support.
  • Ability to communicate technical concepts clearly to non-technical users.
  • Experience providing customer service and technical support in a public-facing environment.
  • Basic familiarity with content management systems AV equipment.

Responsibilities

The IT Support Lead supports day-to-day technology operations across the library, ensuring smooth use of equipment and services for both staff and patrons. These examples do not include all possible tasks in this work and do not limit the assignment of related tasks in any position of this classification.

  • Technology Support and Maintenance
    • Provide first-line technical support to staff and patrons, including troubleshooting PCs, laptops, printers, photocopiers, scanners, and public technology stations.
    • Assist with technology setup for programs, meetings, and events.
    • Perform routine checks and basic maintenance of all library IT equipment and software.
    • Support Wi-Fi access points and ensure consistent public internet access.
    • Help maintain and update software on public and staff computers as directed.
    • Coordinate with external IT vendors for advanced technical issues under the guidance of the Library Director.
  • Communication and Digital Tools Support
    • Provide basic support for internal communication tools (e.g., Outlook, Teams).
    • Support AV equipment during public programs and board meetings, including video conferencing and livestream setup.
    • Provide first-line support for the library’s phone system, including assisting with updates to hours, name changes, voicemail setup, and troubleshooting.
  • Patron-Facing Technology Services
    • Assist with accessing and using public computers, printing, faxing, scanning, and wireless internet.
    • Provide basic guidance on the library’s technology hardware and software.
    • Respond to general technology-related inquiries from the public and staff, both in person and remotely.
    • Offer 1-on-1 tech help sessions or class-based instruction as scheduled or requested.
  • General Library Support
    • Maintain accurate documentation of technical procedures and support logs.
    • Participate in training sessions and stay up to date with emerging technologies relevant to library services.
    • Provide onboarding support to new staff members on technology use.
    • Participate in staff meetings and contribute feedback on technology needs and improvements.

Knowledge, Skills & Abilities and Work Environment

  • Strong troubleshooting and problem-solving skills.
  • Ability to multitask and prioritize support requests effectively.
  • Excellent interpersonal and communication skills.
  • Comfort working independently as well as in a team environment.
  • Strong attention to detail and customer service orientation.

Work Environment: The work is a mix of active movement (e.g., setting up equipment, assisting employees) and sedentary tasks (e.g., documentation, remote troubleshooting). Requires occasional lifting of equipment and pushing carts.

How to Apply: Submit your cover letter, resume, and three references via email to Natalie Starosta, Library Director. 

Application Deadline: 06/11/2025