Technical Training Associate (TTA)

LIBRARY – Technical Training Associate

Job Family: Public Services Group FLSA Status: Non-Exempt

Revised Date: March 2022 Bargaining Unit: AFSCME 1259

GENERAL PURPOSE: Under general supervision, provides customer service, assistance and support in the use of library technologies; assists in the resolution of minor computer and software issues; provides training assistance to staff and customers in technology use; assists in the planning and facilitation of classes and programs related to library technology; and serves as the first line of service between the branch departments and the IS department.

SUPERVISON RECEIVED/EXCERCISED: Works under the general supervision of assigned Library –
Agency Head; and does not exercise supervisory responsibility.

DISTINGUISHING CHARACTERISTICS: This job class is an individual contributor and is not distinguished from other classes in a job series.

PRIMARY DUTIES AND RESPONSIBILITIES:
The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities.
Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Teaches pre-defined computer classes and/or develops and creates new classes on topics relevant to customer needs and expectations; surveys the computer class to gain suggestions for future courses; researches topics and simplifies them for better understanding and easier teaching; formats and develops information into concise handout form; maintains logs and records of class; compiles and maintains statistics and data of computer classes; performs tutoring lessons and provides instruction on how to read and understand the material being presented; prepares and plans for tutoring sessions; prints and organizes lesson materials; reviews lessons; checks assignments; and grades papers.
• Troubleshoots with computers, peripherals, servers, and other technology equipment; ensures equipment is in proper working order; creates and tracks work orders and their completion; creates labels and signs as requested.
• Monitors teen center and its activities in order to ensure that the environment is safe and inviting to others; interacts with teens and assists them with technology, reference, and circulation questions; plans classes, events and programs for teens; researches and orders collections for the teen center; and facilitates events and programs.
• Restarts operating systems if computers go down.
• Performs circulation desk duties as needed; such as checking out materials; registers customers for new library cards; transfers phone calls and takes messages; accepts money and makes change; searches for lost books; assists with copy machines; uses Sirsi system to update customer accounts; and responds to questions.
• Performs other duties as assigned or required.

Depending on area of assignment:

• Greets and directs customers; assigns customer to a computer and monitors time usage; explains computer use policy and Internet wait time; and assists with the print procure, which includes the purchase and refilling of print cards and releasing documents at the print station.
• Assists customers on computers with minor computer issues such as printing, e-mail, and

Internet issues or questions; conducts one-on-one sessions with customers assisting them with creating e-mail accounts and other, basic functions of the computer; assists customers with the use of printers, print card machine and other peripheral equipment; handles petty cash when selling headphones; operates and monitors PQAdmin system that monitors customer computer time usage.

• Configures preferences under the administration station to modify, create, and distribute guest accounts; configures customer profiles, ensuring customers know and understand how to use technology equipment.
• Submits work orders to communicate to Information Systems, facilities, and other department concerning various malfunctions or repairs needed.

MINIMUM QUALIFICATIONS:

Education and Experience:
Associates Degree in Computer Science, Information Technology, or related field, and three years of work experience providing technology related customer service, support, and assistance to a diverse customer base; OR an equivalent combination of education and experience.

Required Licenses or Certifications:

• Must possess a valid State of Michigan Driver’s License.

Required Knowledge of:

• Customer service skills, customer service standards and procedures.
• Client and server based Integrated Library System.
• Knowledge in troubleshooting technology-related equipment.
• Computer systems, databases, and software.

Required Skill in:

• Interacting with a diverse background.
• Troubleshooting technology-related equipment problems.
• Working with Internet based e-mail.
• Keeping accurate records.
• Problem solving and decision-making.
• Facilitates scheduled events as needed.
• Good time management skills.
• Responding to inquiries and in effective oral and written communication.
• Establishing and maintaining effective working relationships with Library staff, and the general public.

Physical Demands / Work Environment:

• Work is performed in a standard library environment.
• Subject to sitting, standing, walking, reaching, and lifting of objects up to 25 pounds.
• Must be able to work a flexible schedule including Sundays.

Job Type: Full-time

Pay: $42,211.00 - $48,466.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift

Education:

• Associate (Required)

Experience:

• Microsoft Office: 3 years (Required)

Work Location: Multiple locations

Salary : $42,211 - $48,466