Library Service and Technology Guide (Tier 1) - Passport Services

Hillsborough County Clerk of Court & Comptroller

5d•Onsite

About The Position

Performs professional library duties and provides on-site technical assistance in order to provide and maintain timely and effective customer service to Library customers. Library Services is seeking Library Service & Technology Guides (Tier 1) to provide in-person, front-line customer service in Hillsborough County public libraries as part of the library’s Passport Services team. The Library Service & Technology Guides (Tier 1) in this role function as passport acceptance agents, which process U.S. passport applications in library branches that are designated by the U.S. Department of State as Passport Acceptance Facilities. These positions will support Passport Services at all active Passport Acceptance Facilities, which currently include Bloomingdale Regional Library, Jan Kaminis Platt Regional Library, New Tampa Regional Library, and Town 'N Country Regional Public Library. The employee in this position will serve as a passport acceptance agent for Hillsborough County libraries. They will be trained to apply and to oversee procedures and practices as detailed in the guidance provided by the U.S. Department of State and must pass the certification exam and maintain an annual recertification. Bilingual skills (speaking and writing proficiency in English and Spanish) are highly desirable.

Requirements

Knowledge of computer hardware, software, Microsoft products, varying office equipment.
Knowledge of library filing and classification systems. Accurately sort, file, and/or retrieve material using alphabetical, numerical and chronological systems.
Knowledge of library services, practices and techniques.
Knowledge of accessing and using the library’s automated circulation system, computerized databases, related software, e-book and digital magazine platform.
Knowledge of the basic operation, maintenance and troubleshooting of library automated systems and personal computers.
Ability to communicate effectively, both orally and in writing.
Ability to multi-task, organize, and prioritize.
Ability to plan, prepare and deliver lessons and instructional materials that facilitate active learning.
Ability to be self-motivated and embrace change.
Ability to display patience, tact, flexibility, creativity, poise, and a positive attitude while serving customers in a busy setting.
Associate degree from an accredited college or university; OR An equivalent combination of education, (not less than a high school Diploma/GED), training and experience that would reasonably be expected to provide the job-related competencies noted above; AND Possession of a valid Florida Driver’s License.
Must be a U.S. citizen or a U.S. national, and 18 years of age or older.
Must not have a record of either: (a) A Federal or State felony conviction; or (b) A misdemeanor conviction for crimes involving moral turpitude or breach of trust, including but not limited to embezzlement, identity theft, misappropriation, document fraud, drug offenses, or dishonesty in carrying out a responsibility involving public trust.

Nice To Haves

Bilingual skills (speaking and writing proficiency in English and Spanish) are highly desirable.

Responsibilities

Provides front-line customer service assistance via phone, email or in person to internal and external customers.
Provides direction, promotion of and instruction in accessing and using the library’s automated circulation system, computerized databases, library related software, e-book and digital magazine platforms, general office equipment.
Manages customer accounts, including Library card registration, fines and fees within the integrated library system.
Performs troubleshooting and instruction on a variety of hardware, software and general office equipment.
Maintains digital literacy awareness and education.
Manages meeting rooms, study rooms and computer usage.
Maintains knowledge of and practices adherence to library and county policies and procedures, rules and practices.
Performs other related duties as required.
Function as passport acceptance agents, processing U.S. passport applications.
Oversee procedures and practices as detailed in the guidance provided by the U.S. Department of State.
Pass the certification exam and maintain an annual recertification.