ABLE Library Program Technician II – Vermont Department of Libraries (Barre, VT)

Vermontlibraries; Barre (VT); On-site; USD 42,000 - 60,000; Full time

Job summary

The Vermont Department of Libraries is seeking a Program Technician II for the ABLE Library, Vermont’s Library for the Blind and Print Disabled. The role serves as the main contact for patrons, delivering excellent customer service and coordinating with state and federal partners.

Responsibilities include direct patron support via phone and email, assisting with technology issues, processing applications, staff training, outreach, and contributing to cataloging, data collection, and program

Qualifications

• Two years or more of full-time college coursework or an associate’s degree or higher with two years or more experience at a technical level in program administration.
• High School diploma or equivalent with three years or more experience at a technical level in program administration.
• One year or more of experience as a Program Technician I with the State of Vermont.

Responsibilities

• Provide direct patron services via phone and email.
• Troubleshoot patron technology issues.
• Review and process applications for service from new patrons.
• Communicate with caregivers, educators, medical and other service providers regarding program information and needs.
• Perform reference and readers’ advisory services to patrons.

Skills

Customer service

Patron support

Office communication

Education

Associate degree or higher

High School diploma or equivalent

Job description

Overview

The Vermont Department of Libraries is seeking a Program Technician II for the ABLE Library, Vermont’s Library for the Blind and Print Disabled. This position is the main point of contact for library patrons, providing exemplary customer service to members of the ABLE Library, and answering inquiries from the public and library staff around the state. The Program Technician reports directly to the Director of the ABLE Library and works in close partnership with Department staff, key stakeholders in other state agencies, and relevant federal agencies.

As Program Technician II, your responsibilities will include:

• Providing direct patron services through phone and email.
• Helping trouble-shoot patron technology issues.
• Reviewing and processing applications for service from new patrons.
• Communicating with caregivers, educators, medical and other service providers regarding program information, services, and customer needs.
• Performing reference and readers’ advisory services to patrons and referring patrons to other community resources as appropriate.
• Providing direct training to individuals who are blind, visually impaired, or print disabled on the use of digital talking book machines and cartridges, BARD (Braille and Audio Reading Download) application for computers and mobile devices, and the ABLE Library catalog.
• Processing incoming and outgoing mail of materials to and from patrons and participating institutions.
• Providing training to staff and community partners as appropriate and participating in applicable outreach events to represent the ABLE Library.
• Participating in collection development and maintenance, including cataloging, statistical data collection, and analysis.
• Administering the local audiobook recording program.
• Supporting the Library Advancement and Information and Access teams with administrative and logistical tasks.

Ideal candidates will have considerable customer service experience, and ideally, knowledge of library practices, systems, and procedures. They should have knowledge of the principles of office management and the ability to apply these principles to office operations. Ideal candidates will also have knowledge of the challenges encountered by persons who are blind, visually impaired, or print disabled in the use of technology related to ABLE Library services.

This is an in-office position that is not eligible for telework.

Who May Apply

This position,Program Technician II (Job Requisition #53924), is open to all State employees and external applicants.

Minimum Qualifications

Two years or more of full-time college coursework OR an associate’s degree or higher AND two (2) years or more of experience at or above a technical level in program administration (such as administering components of a licensing and certification program, or records management).

OR

High School diploma or equivalent AND three (3) years or more of experience at or above a technical level in program administration (such as administering components of a licensing and certification program, or records management).

OR

One (1) year or more of experience as a Program Technician I with the State of Vermont.

Duties are performed predominately in an office setting. Private means of travel should be available for occasional travel when appropriate. Incumbents must be adaptable and able to work within tight time limits and under considerable stress. Some evening and weekend duty may be necessary.