Responsible for planning, implementing, monitoring and maintaining company’s technology infrastructure. Provide technical direction in-line with business goals. Train, mentor, and support systems engineers. Install, configure and upgrade software/hardware/network systems (Salto [Access Control], Oracle NetSuite, PRTG, Halo ITSM, ManageEngine ADManager Plus / Audit Plus, Imprivata / XTAM). Performs regular and periodic maintenance on company’s technology infrastructure to ensure proper and efficient functionality. Confers with company leadership to obtain information on limitations and capabilities of existing systems and capabilities required for technology projects and projected workloads. Designs and develops backup and recovery procedures using various methods, to include cloud systems. Evaluates factors such as number of departments serviced by information technology systems, reporting formats required, volume of transactions, time requirements and cost constraints, and need for security and access restrictions to determine hardware configurations. Analyzes information to determine, recommend, and plan layout for type of computers and peripheral equipment, or modifications to existing equipment and systems, and effective use of allotted space. Recommends purchase of equipment to control environment in area of system installation. Contributes to, and participates in, departmental performance improvement goals. Analyzes daily workflow and implements necessary adjustments to address priority objectives and engineering issues. Analyzes work order flow / processing and returns, addresses, or escalations appropriately based on engineer skills in the Department. Provides purpose, guidance, oversight and direction to Systems Engineers. Organizes, oversees, and / or implements training for Systems Engineers and makes recommendations to Director of IT Engineering for System Engineers training.

Installs, maintains, and monitors operation of the LAN/WAN hardware and software throughout the Library District. Determines data communications needs; makes recommendations for upgrades or changes. Monitors telecommunications network; takes corrective actions as service deficiencies or breakdowns are identified. Orders and coordinates installation of appropriate equipment, including circuits, routers, switches and related devices. Collaborates with vendors, consultants and library staff to implement and maintain network equipment; provides work direction and assistance to staff and vendors. Maintains confidentiality and discretion in all customer and staff interactions. Maintains confidentiality regarding any network configurations, passwords, or any other security or proprietary information. Maintains firewall implementation and other security devices; monitors logs for any potential problems. Researches new technologies, features, and strategies; recommends possible products to accomplish PPLD goals and objectives.Makes use of online learning opportunities to maintain knowledge of new and/or innovative products or network processes. Performs troubleshooting and diagnosis of network hardware and software related problems; makes repairs and contacts vendors as needed. Recommends and implements LAN policies and standards; ensures adherence to security procedures. Provides technical assistance with Help Desk tickets and other IT activities. Participates in special projects as assigned, including district-wide VoIP deployment,construction/renovation installations, and new wireless access system across all locations. Serves on district-wide teams. Attends regular department meetings and scheduled All-staff meetings. Performs other job-related duties as assigned.

Operate and maintaining Pikes Peak Library District’s IP telephony voice communication and network infrastructure for its 14 operating facilities. Manage all engineering projects for VoIP initiatives, planning technology roadmaps, and configuring and optimizing all VoIP/IP-Public telephone systems and services, both internally and those integrated with Internet-based services. Assist the VoIP Engineer and Network Engineer in developing and maintaining Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for all PPLD IP telephony applications and networking services. Serve on IT Infrastructure and Security teams to plan, create, and implement required procedure, software, and equipment updates to PPLD IT operations. Perform Telephone and Networking operations and maintenance tasks as required for providing Information Technology services to PPLD staff and patrons. Collaborate with help desk to resolve trouble tickets and mitigate end-user issues with VoIP and Networking hardware and/or applications. Assist with the installation planning and maintenance of network cabling, MDF and IDF closets. Collaborate with network engineers or administrators to control and regulate that VoIP traffic / data traffic. Assist in maintenance, updating, and upgrading of networking systems and configuration by installing and maintaining Cisco switches, adaptive security appliances, routers [VRF & VLANs], access points, etc..

Guide patrons through remote diagnosis and repair of general computer and communication issues. Provide triage for support calls and/or refer them to the appropriate IT staff as necessary. Utilize online issues support database, enter tickets, direct tickets to appropriate IT staff, and follow assigned tickets through entire process. Perform routine preventive maintenance on peripherals and executes jobsite-specific replacement of peripherals as required. Guide staff through remote diagnosis and repair of general computer and communication issues. Perform routine preventive maintenance on software and hardware and executes jobsite-specific replacement of hardware and software, as required. Contribute to computer hardware and software inventory maintenance Assist Technical Support Analysts in constructing software and hardware builds. Share “on-call” pager response responsibilities with other IT staff members. Provide technical assistance for other IT projects as assigned.

Work on public service desks providing general assistance and information about the library’s services and procedures to walk-ins, over the phone, via email and instant messaging. Use computers, printers, specialized software, fax and other business machines. Assist patrons with questions about electronic devices in Cyber Clinic and circulate laptops and iPads. Help patrons in the makerspace with software (i.e. Arduino, Z-brush, Blender, Adobe, CAD Paint.Net, and Movie Maker) and hardware (including 3D printers, CNC machine, laser cutter) and other tools. Assist patrons in adult and teen gaming areas. Troubleshoot basic computer, print releases, library mobile resources and other office equipment problems. Use SIRSI software to access patron account. Embrace technology to support patron quest to understand and operate personnel electronic devices, software and hardware. Assist patrons through material and on-line searches, computer software applications. Provide general assistance and information about the library’s services and procedures. Provide support for specialized projects, services, programs, and activities related to divisional goals and needs.

■ Performed operating system, BIOS, software, and hardware upgrades on workstations ■ Engaged users in troubleshooting issues following the upgrade rollout

■ Addressed issues and inquiries regarding operation of Oracle software-related networking functions by means of written, verbal and visual communication with clients■ Performed research using available systems and software to reproduce behavior observed by clients in Oracle versions 7 to 12 including OID (Oracle implementation of LDAP)■ Communicated with software developers to resolve aberrant software behavior■ Worked with customers to resolve urgent (Severity 1) production issues

■ Served as primary technical interface with users■ Windows and Novell server familiarity (user rights/permissions, file permissions)■ Installed network and workstation software, scheduled updates■ Network user administration (creation of users, groups, file access)

■ Served as the primary technical contact for users■ Provided and monitored LAN access (groups, users)■ Constructed cabling solutions from server to multiplexers to workstations■ Desktop maintenance and support, cabling workstations, equipment and licensing tracking■ PC and peripheral installation, configuration, upgrades and repair■ Various software package installations■ Wiring and line maintenance of telephones from PADD to workstation