Job Description

LONDON PUBLIC LIBRARY is looking for a talented individual to join our team as:

Hardware & Software Support Specialist

This a Permanent Full-Time opportunity.

Purpose of the Role

Reporting to the Director, Information Technology Services, the Hardware & Software Support Specialist is accountable to provide timely computer hardware and software support for network / desktop operating systems and communications infrastructure. As a member of the ITS team, this position ensures excellent internal and external customer service and supports the London Public Library's Technology Plan aligned to its vision, mission and strategic goals.

Key Accountabilities

1.

Hardware & Software Support

Designs the desktop for public and employee workstations. Participates as a member of the ITS team, advising the Director, Information Technology Services regarding the application of information technologies with the library system, including the development of policies and procedures. Identifies required changes and modification to policy as necessary Monitors and assesses desktop security. Provides back-up support to the Network Support Specialist. Assists in the design of the LAN / WAN. Plans and coordinates projects relating to employee and public workstation desktops, software and hardware. Assists with the installation, maintenance and repair of network equipment and devices. Assists with the maintenance of local servers including e-mail, web, Millenium, print and back-up / disaster recovery. Arranges the delivery of new equipment, lease return and the appropriate disposal of end-of-life equipment. Investigates and assesses new hardware and software and makes recommendations to the Director, Information Technology Services. Provides system-wide communication support including the installation and troubleshooting of hubs, switches, media converters, modems, cabling and other communication equipment. Provides support in the daily operation of the Integrated Library System (ILS). Remains current on trends, issues and changes in technology. Upgrades skills as needed to meet the needs of the Library technology plan. Arranges for, and / or provides high quality training to employees on applications and other technology-related topics. Performs related duties as assigned, including requests for on-call and overtime.
2.

Communications

Collaborates with other members of the ITS department to resolve customer/employee concerns and problems in an effective and timely manner. Provides regular communication to ITS team on the status of daily ITS operations, projects and helpdesk requests. In collaboration with departmental and /or system-wide staff, participates actively in assigned projects, including planning, coordinating and executing projects as required. Produces accurate and timely data and statistical reports as assigned, including those used for service assessment. Writes and edits technical documents such as system documentation. Builds and maintains solid relationships with appropriate suppliers and business partners, ensuring ongoing and effective communication. Acts as the primary liaison with hardware vendors regarding warranty and out-of-warranty service support and with software vendors for upgrades and supports.
3.

Technical Support / Customer Service

Provides timely software support to employees and Library users via telephone, e-mail or onsite in response to ITS Help Desk or other requests. Participates in and collaborates closely with Library staff, teams and committees on projects and new initiatives, identifying appropriate solutions and making recommendations related to technology. Assists with troubleshooting and adjustment of network software / hardware. Provides support for VOIP telephony, security system, photocopiers / coin boxes and other equipment as required. Manages e-mail system for helpdesk requests ensuring additions, moves, and deletions of users' accounts occurs in a timely manner. Ensures timely operation of daily routines such as file backup and report printing. Remains current with trends in technology through the use of training software, reading professional literature, continuing education and conference attendance to enable LPL to be an early adapter of key and appropriate ideas relating to technology. Shares information learned with others.

Qualifications

A three-year college diploma in Computer Technology, or equivalent combination of certifications and / or experience. CNA or equivalent experience required. Experience in the provision of technical support / assistance in a LAN / WAN environment. Expertise in Windows desktop and server operating systems. Solid understanding of network concepts with respect to IP addressing VLANS. Demonstrated experience in the administration of network operating / e-mail systems and desktop operating systems. Effective communication and interpersonal skills. Customer service focus. Proven ability to work collaboratively with internal and external partners to ensure service excellence. Experience in the use of the ILS system an asset. Valid driver's license. Availability to provide on-call services and overtime hours as requested.

Working Hours:

Usually work a standard 35-hour week. (including working on weekends)

This position works 100% on site to be able to support the needs of the London Public Library.

This is an

Excluded

position from the Bargaining unit.

Salary:

$32.470 - $41.481 per hour. Salary to commensurate with education and experience.

Application Information:

Candidates are requested to submit a detailed resume outlining experience and qualifications by: 5:00 p.m. on November 1, 2025, to:

human.resources@lpl.ca

Please visit our website at: https://www.lpl.ca/

No phone calls please.

The London Public Library will provide accommodation to applicants with disabilities in its recruitment processes upon request consistent with the Ontario Human Rights Code and the AODA regulations.

Applicants for employment, who have been provided with a conditional offer of employment will be asked to provide, at his or her own expense, a satisfactory Police Vulnerable Sector Check and/or Police Information Check, as applicable.

While we appreciate all applications received, only those invited for an interview will be acknowledged. Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment.

We are an equal opportunity employer.

Job Types: Full-time, Permanent

Pay: $32.47-$41.48 per hour

Expected hours: 35 per week

Benefits:

Casual dress Company pension Dental care Employee assistance program Extended health care Life insurance Paid time off Vision care
Work Location: In person