Lending Technology Specialist
About The Position
The Lending Technology Specialist reports to the Desktop Support Administrator and is responsible for providing support to staff and administrators for the library’s patron-facing technology lending programs. The professional will focus on providing deployment and ongoing technical support with the library’s technology lending programs and will help to communicate to library staff on successful use of the library’s public technologies. The specialist will focus their energies on circulating technology, finding the overlap with on premise technology the library offers to patrons to better support and integrate a patron’s digital experience with the library’s tools. The position advises the Desktop Support Administrator on lending initiatives successes and struggles and helps to prepare reports for the Director of IS that advise on overall initiative direction.
Requirements
- Understanding of the purpose of technology in a public service environment with the ability to apply that broad knowledge to an understanding of how Library staff and patrons utilize that technology to acquire service.
- Demonstrated problem solving and trouble shooting skills with the ability to learn new user skills sets and learn to administer systems quickly.
- Experience with OS configuration and a technical admins level of knowledge of office productivity software.
- Ability to exhibit patience, cultural sensitivity, and establish boundaries and mutual respect with staff and patrons.
- Ability to plan and carry out projects; able to partner and consult to advise others; and proficient at communicating orally and written.
- Experience writing documentation and/or documenting work processes.
- Drivers License and ability to travel.
- Ability to lift up to 50 pounds, assisted when needed.
- Bachelor’s degree in a liberal arts discipline or a computer science discipline and 2+ years of public library experience.
- Knowledge of computers, the internet, Windows 7 and 10, the Microsoft Office Suite, web applications, troubleshooting skills and Integrated Library System databases.
- Experience supporting end users technology as a helpdesk technician.
- Must have valid driver’s license and availability of car during scheduled hours.
- Ability to speak and understand English is required.
Nice To Haves
- A+ certification preferred, but not necessary.
- Additional consideration will be given to individuals that are proficient in any non-English languages used in Jackson County, MO including Spanish, American Sign Language, Vietnamese, French, Arabic, and Swahili.
Responsibilities
- Manage a ticket queue for patron-facing technology, acting as an escalation point for KCPL device-related issues.
- The Specialist will work trouble issues to completion or hand off to a higher tier knowledge asset within the established Service Level Agreement timelines.
- Recommends process improvements to the Desktop Support Administrator on the daily operation of patron-facing technology.
- Assist in the development and accuracy of staff protocols for on-site and partner organizations with the goal of ensuring consistent patron experience and security.
- The specialist will support library staff with training documentation that teaches these protocols, explaining how they enhance patron experience and security.
- Works alongside Information Systems staff, especially the Public Technology Specialist, to continually broaden and improve the library’s patron-facing technology lending materials.
- Provide professional support to Library Services staff to evaluate and recommend patron-facing technology programs, coordinating and reviewing with Information Systems staff to evaluate support models for proposed patron-facing technology.
- Assist in preparing public hardware for deployment, coordinating work with others to keep service delivery on time through the lifecycle of implementation and service management.
- The specialist will monitor loss and return rates and make collection enhancement suggestions as needed.
- Engage in training, both vendor provided and self-guided learning, to develop expertise in the different techniques and software the library maintains for patrons.
- Maintains familiarity with basic IS operations.
- Participates in after-hours and weekend on-call support rotation cycle.
- Performs other related duties as assigned.
Benefits
- plus benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
