Technology Resource Specialist

Brooklyn Public Library; United States; On-site; USD 36,000 - 49,000; Full time

Job summary

Brooklyn Public Library is seeking a Technology Resource Specialist (TRS) to promote effective use of technology throughout the organization. This full-time, union, non-exempt position offers a stable career in a public library setting.

The TRS will provide courteous, responsive tech support, train staff, and coordinate with the IT department and vendors to resolve level 2-3 issues while helping patrons and staff stay productive with library software and hardware.

Qualifications

• High school diploma or equivalent with 3–6 months related experience.
• Score 80%+ on TRS exam.
• Strong knowledge of Windows and MS Office (Word, Excel, PowerPoint).
• Knowledge of Sierra, Bibliocommons and Overdrive Media.
• Ability to troubleshoot hardware and software problems.
• Knowledge of networking and wireless networks.
• Strong customer service and communication skills.
• Able to work evenings and weekends.

Responsibilities

• Provide courteous customer service and ensure proper functioning of branch technology.
• Identify and troubleshoot technology problems; escalate to IT when needed.
• Train staff on library technology and use of library software/hardware.
• Coordinate with IT and vendors for level 2/3 support.
• Open/close the branch and assist with community outreach.

Skills

Windows & MS Office

Customer service

Troubleshooting hardware

Networking

Wireless networks

Interpersonal skills

Data analysis

Multitasking

Evenings & weekends

Education

High school diploma or equivalent

Tools

Sierra

Bibliocommons

Overdrive Media

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.)

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!