Tech Resource Specialist

Brooklyn Public Library; South Park Township (Allegheny County); On-site; USD 38,000 - 47,000; Full time

Job summary

Brooklyn Public Library is seeking a Technology Resource Specialist (TRS) to promote effective use of technology throughout the organization and provide courteous, responsive support to technology-related problems. The role is full-time and non-exempt, with a starting salary of $42,424.20.

The TRS will handle customer service, troubleshoot issues, train staff, and coordinate with IT and vendors. Responsibilities include opening/closing the branch, supervising computer classes, and assisting with

Qualifications

• High school diploma or equivalent required.
• Excellent customer service skills and ability to work with diverse patrons.
• Excellent interpersonal, written and verbal communication skills.
• Ability to gather and analyze data and manage multiple projects/priorities.
• Must be able to work evenings and weekends.

Responsibilities

• Provide courteous, responsive technology support and customer service to branch users.
• Troubleshoot hardware/software problems and route complex issues to IT as needed.
• Train staff in library technology and lead computer classes.
• Maintain and repair technology hardware and software and coordinate with IT/vendors.
• Open/close the branch and cover weekend shifts as required.
• Coordinate with IT and vendors for level 2/3 support.
• Assist in developing user training manuals and procedures.

Education

High school diploma or equivalent

Tools

Sierra

Bibliocommons

Overdrive Media

Pharos

Job description

We offer thousands of free programs every day for people from all walks of life—immigrants learning a new language, aspiring entrepreneurs launching their dreams, children discovering the world, people of all ages exploring arts and culture. And we give patrons millions of opportunities to enjoy one of life’s greatest satisfactions: the discovery of a good book.

Now’s your chance to join the best team in Brooklyn!

BPL is seeking a Technology Resource Specialist (TRS) to promote effective use of technology throughout the organization. The TRS is responsible for implementing customer service standards of user centered technology support with courteous, responsive and accurate support to technology related problems and issues.

This is a full-time, union, non-exempt position. The hiring salary for this position is $42,424.20.

Responsibilities

• Responsible for providing customer service, preventing technology related problems and assuming responsibility for the proper functioning of the branch’s technology

• Identify and troubleshoot technology problems, referring more complex problems that cannot be resolved in-house to the IT Help Desk

• Train and develop staff at branch and/or Central Library in use of library technology

• Train users on the use of library software and hardware; Lead regularly scheduled computer classes

• Perform scheduled tasks and assignments on the TRS Checklist

• Install peripheral equipment as well as coordinate the installation, maintenance, relocation and repair of technology hardware and software as necessary

• Serve as point of contact and coordinate with the IT department and third party vendors for level 2 and level 3 technology support

• Answer, evaluate, and prioritize in-person requests for assistance from users experiencing computer-related technology problems

• Assist with the evaluation of hardware and software to determine the ease of use and whether the product will aid user in performing work

• Assist with the creation and revision of user training manuals and procedures

• Circulation/Customer Service desk assignments and participation in community outreach as needed

• Interpret BPL policies and procedures

• Participates in mandatory and optional training & committees for professional development (meetings, online, etc.) and in local cross-training

• Responsible for opening and closing the branch and weekend shifts

• Other duties as assigned

Qualifications

• High school diploma or equivalent and three to six months of related experience and/or training

• Score of 80 % or better on TRS exam

• Excellent knowledge of Microsoft Windows & MS Office (Word, Excel. PowerPoint)

• Intermediate skills in Sierra, Bibliocommons and Overdrive Media; Knowledge of Pharos a plus

• Knowledge of telecommunications technology

• Ability to identify and troubleshoot hardware and software problems

• Knowledge of computer networking and wireless networks

• Excellent customer service skills; Ability to work with diverse customer clientele

• Ability to gather and analyze data

• Excellent interpersonal, problem solving & communication skills (written & oral)

• Must be able to manage multiple projects and priorities

• Required to work evenings & weekends

Physical Demands

• Lifting materials and equipment (shelving, moving, etc.)

• Standing for long periods

• Bending, stooping, crouching, kneeling, reaching or crawling

• Public service within the community (ex. outreach, school visits, fairs, etc.)

We seek professionals dedicated to providing excellent customer service, developing fruitful partnerships in the community, and implementing programs aligned with our mission and vision. You will be immersed in a motivating and challenging environment where innovation is key to the organization. If you are looking to be a part of a stimulating workplace that is highly regarded by its culturally diverse community, BPL is the place to be.

Brooklyn Public Library is an equal opportunity employer.