Position Overview

Under the direct supervision of the IT Manager, this position works as a member of the support team responsible for operating, installing, troubleshooting, and maintaining the technology and telecommunications infrastructure of the library system.

Schedule:

Sunday - 1:00 PM - 5:00 PM
Monday - Wednesday 4:00 PM - 8:00 PM
Alternating Saturdays

The following Core Competencies are essential and apply to all DBRL employees:

• Customer Service - customer service is of primary importance in the library. Interactions with others require trust, respect and focus on the needs of the individual. Quality customer service is delivered to co-workers, as well as virtual users and users within the building.
• Communication - clear and effective communication is the basis for success in relations with co-workers, managers, users and all stakeholders. Communication competency is integral to customer service.
• Learning and Personal Growth - embracing lifelong learning and continual improvement will demonstrate commitment to the job and enrich one’s life and professional path.
• Ethics and Values - the library plays a crucial role in society and the community. All employees practice the ethics and values carefully formulated by the library to fulfill its commitment to the community.

The following competencies apply to this position based on designated responsibilities:

• Technology Support - Demonstrates problem-solving, critical thinking and time management skills. Provide troubleshooting and issue resolution support.
• Operating Systems - Demonstrates familiarity with the use of multiple operating systems (e.g., macOS, Windows, Android, Linux) for computer and mobile devices and installs, configures, and maintains at least one of those operating systems.
• Software Applications - Installs, configures, and maintains a wide variety of software applications.
• Hardware - Assembles, configures, installs, maintains, and repairs computer and device hardware and IT systems.
• General Information Security - Installs, configures, troubleshoots, tests, and maintains in a secure manner the portion of the IT environment under their responsibility (networks, communication, hardware, software, and other devices) to ensure confidentiality, integrity, and availability
• Accountability - Successful performance is measured by taking ownership for work, including following up on commitments and possessing a strong ability to stay focused on individual, department and library results.

Essential Duties:

• Assist with the administration of desktop security for all library computers using specific software and/or with Windows policy settings or other appropriate measures.
• Install and troubleshoot new software or update existing software on individual workstations. May include contacting vendors’ technical support centers, researching solutions until confirming the problem has been resolved satisfactorily and in a timely manner.
• Serve as a point of contact with various hardware and software vendors as needed to ensure proper use of software and resolve operational problems.
• Take an active role with internal and external customers in setup and oversight of audio/visual equipment for all staff and public events.
• Provide staff training in library specific network applications to support the work and service programs of the library.
• May plan and present technology related programs to the public.
• Assist in the purchase of equipment or supplies within the established budget at the request of the department manager.
• Assist in the development of appropriate security measures and ensures these measures are implemented and enforced throughout the regional library; assist in the coordination and installation of regional computer applications and software upgrades; network operating system and applications; assists in establishing and maintaining inventory records of software, hardware, and licenses ensuring registrations are completed and submitted to the appropriate company.
• Log problem reports from staff and may place calls to vendors to repair telephone/voice mail communications systems.
• Assist the department manager in the planning and implementation of new voice/data services; provide backup and support to other staff as needed.
• Upgrade and maintain computers and peripherals on the library networks.
• Maintain user email accounts.
• Collect and analyze daily and monthly statistical data.
• Provide support for staff and patron wireless connectivity.
• Administer and manage other equipment as acquired by the library.

Supervisory Responsibilities:

There are no supervisory responsibilities.

Duties and responsibilities, as required by business necessity may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling and shift assignments and work location may be changed at any time, as required by business necessity.

Physical, Environmental, and Special Working Conditions:

• Position requires standing or sitting for extended periods of time, bending, stooping, reaching, lifting, and working on a computer.
• Moderately quiet work environment.
• All library employees may be called upon to assist other departments in a declared emergency situation.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Job Requirements:

High school graduate or equivalent with forty-eight hours of college credit primarily related to

computer science and two years of job related experience. Experience may be substituted for

college credit.

Preferred Job Requirements:

Prefer computer science or related degree, or formal training in the area of PCs and networking. Experience in customer service and library-related software.