Information Services Technical Assistant

Clermont County Public Library•Milford, OH

9d•$14

About The Position

Are you looking for a role where you can combine your tech skills, passion for customer service, and organizational expertise? We are seeking a Technical Assistant to join our Information Services team and play a key role in ensuring smooth operations and excellent service delivery. Under the direction of the IS Manager, provides administrative support for the integrated library system (ILS). Primarily responsible for performing various tasks relating to the operation of the Information Services department.

Requirements

High school diploma or G.E.D. equivalency required with moderate computer skills, including word processing and spreadsheets.
Excellent communication and customer service skills, ability to work in teams, strong interpersonal relationship skills and attention to detail required to contribute to and foster a positive work culture.
Must be able to work days, evenings, and weekends.
Ability to provide excellent internal and external customer service.
Establish and maintain an excellent working relationship with Library staff and guests, respectful of all, and adhering to internal service standards.
Maintain composure and demonstrate diplomacy and tact while addressing issues.
Ability to collaborate and be an effective team member by utilizing skills, knowledge, and support to promote the goals and objectives of the CCPL.
Effective verbal and written communication skills in a variety of formats.
Learn, apply, and explain Library services, policies, and procedures using available communication tools.
Maintain confidentiality.
Troubleshoot equipment issues.
Is aware of new technology and methods as they develop.
Operate office equipment such as telephones, copiers, printers, etc.
Performs minor maintenance and troubleshooting.
Demonstrate strong organizational skills, and is detail oriented.
Perform duties without direct supervision, determine appropriate time commitments for the task at hand.
Handle multiple projects and the pressure of deadlines, coupled with multiple priorities, frequent interruptions, and a variety of situations requiring attention.
Is self-motivated and demonstrates effective problem-solving and decision-making techniques.
Perform self-evaluation, and set long and short-range goals and priorities for self.
Sit, stand, and/or walk for extended periods of time.
Must have agility and strength necessary to effectively and safely reach up or down, stoop, stretch, and use step stools and ladders to retrieve and shelve materials, conduct programs, carry equipment, straighten facility, rearrange furniture or equipment under 50 pounds, shovel snow, etc.
Must have reliable transportation for travel to and from other branches, departments, and outside agencies.
Applicants must also be able to pass a background check.

Nice To Haves

Working knowledge of integrated library systems (ILS) preferred, experience with Innovative Interfaces a plus.

Responsibilities

Assists System Administrator-ILS with administrative functions of the ILS.
Assists in the maintenance and troubleshooting of the databases including patron records, statistics, and running and analyzing reports, submits support tickets with ILS vendor, etc.
Assist with maintaining department documentation.
Supports department efforts to update or create internal department procedures and/or service support guides.
Assists with database maintenance relating to the integrated library system (ILS) and 3rd party integrated software systems.
Monitors online registration platform for errors and investigating possible workflow edits to improve service, updating Sierra patron records, removing duplicate accounts, etc.
Assists with maintaining department email accounts.
Processing bounce-back notifications, correcting data entry errors.
Responding to guest email inquiries related to their library account (i.e. troubleshooting account issues, login failures, failed item renewals, fines on account, claim return, online registration issues, etc.).
Assists with monitoring chat and phone logs from third party ILS integrated platforms (Unique).
Correcting/advising when an error in information was relayed to guests.
Maintaining the UMS Staff knowledgebase with changes to CCPL services and circulation procedures.
Assists with the creation and conducting of staff training on all aspects of the circulation system.
Answers department phone lines, transfers and/or resolves guest phone inquiries.
Assists with maintaining email and network accounts, ILS access, and other user credentials for new hires and separating employees.
Assist with processing collection payments received via mail.
Support staff via email or phone with basic hardware, software, email, guest account, or ILS issues including Library Lockers.
Assists with maintaining hardware inventory.
Ensuring items are placed on the obsolete inventory list and new items are tagged.
Assist in responding to guest emails received through the general library email accounts (for example, standard and e-card renewals, item already returned inquiries, resetting PINS).
Answers incoming calls to the Information Services Department and determines the appropriate routing of questions.
Assist in maintaining hardware inventory, ensuring items are placed on the obsolete inventory list, new items are tagged, and monitoring the need for recycling pickup .
Assist in the creation and compiling of statistics to address reporting requests.