Technology Resource Specialist

Brooklyn Public Library; Illinois; On-site; USD 38,000 - 47,000; Full time

Job summary

Brooklyn Public Library is seeking a Technology Resource Specialist (TRS) to deliver courteous, responsive technology support and user-centered service across branch operations. The role is full-time, union, non-exempt, with a starting salary of $42,424.20 and requires evening/weekend availability.

The TRS will troubleshoot hardware/software, train staff and patrons, coordinate with the IT department and vendors, and help maintain a welcoming, inclusive library tech environment.

Qualifications

• High school diploma or equivalent and 3–6 months of related experience/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 manage multiple projects and priorities.
• Evenings & weekends work required.

Responsibilities

• Provide customer service and responsible for proper functioning of the branch's technology.
• Identify and troubleshoot technology problems; refer complex issues to IT Help Desk.
• Train and develop staff in library technology; lead computer classes.
• Install hardware and coordinate maintenance, relocation and repair of tech.
• Coordinate with IT department and vendors for level 2/3 support.
• Respond to in-person requests for tech assistance; prioritize tasks.
• Evaluate hardware/software for usability and work enablement.
• Create and revise user training manuals and procedures.
• Circulation/Customer Service desk duties and community outreach as needed.
• Interpret library policies and participate in professional development.

Skills

Customer service

Communication

Interpersonal skills

Multitasking

Problem solving

Data analysis

Education

High school diploma

Tools

Sierra

Bibliocommons

OverDrive

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!

Position

Technology Resource Specialist (TRS)

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.)

Company Culture

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.

Brooklyn Public Library is one of the nation's largest library systems and among New York City's most democratic institutions.

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!