Library Technology Support Specialist

Public Library•New Haven, CT

5d•Hybrid

About The Position

This entry-level position exists in the New Haven Free Public Library system. Specific duties and work locations may vary depending on assignment as this role supports several locations. The Library Technology Support Specialist is responsible for supporting, maintaining, troubleshooting, and reporting issues related to computer systems, hardware, peripherals, and software within the Library system. Work involves installation and configuration of PC hardware and software, user account support, software evaluation, and end-user training. Employee works under the general direction of the City Librarian, Publics Services Administrator for IT, IT Supervisor, or designee. This is an internal-only position, open only to current City of New Haven employees meeting minimum requirements.

Requirements

High school diploma or GED, or successful completion of a two-year technical/training program in information technology.
Minimum of two (2) years of experience in computer or technical support.
Minimum of six months of experience with library-specific platforms and applications.
Knowledge of and experience with personal computer hardware, peripherals, and accessories.
Knowledge of operating and endpoint software specific to library operations.
Knowledge of Microsoft productivity applications, and ability to learn and support new applications, understanding cloud-based systems and related hardware as required.
Knowledge and understanding of basic networking concepts, Windows servers, and Active Directory.
Experience in imaging and deploying devices.
Ability to install the following: personal computers, software, common peripheral devices, internal and external devices or components, WiFi networking, network cabling, and network equipment within the Library system.
Ability to resolve common hardware and software issues, and the ability to determine when problems require escalation.
Experience with Mobile Device Management (MDM) tools to deploy and manage endpoint devices.
Ability to accurately record inventory information for both hardware and software products.
Experience in ticketing systems and managing tickets.
Experience in creating and maintaining technical guides and knowledge base articles tailored to end users.
Strong customer service skills with the ability to communicate technical information clearly and effectively with end users.
Excellent analytical, problem-solving, and organizational skills with attention to detail.
Ability to work independently and manage competing priorities under tight deadlines.
Excellent written and verbal communication skills.
Ability to establish and maintain effective working relationships with City staff, other departments, external partners, and the public.
Demonstrated ability to work effectively and sensitively in a diverse community, recognizing and respecting cultural differences, and fostering an inclusive environment.
Demonstrated ability to handle sensitive and confidential information appropriately.
Willingness to engage in regular technical training and the ability to remain current with emerging technologies.
Must have and maintain a valid Connecticut driver’s license.
May be required to visit various library facilities and other City locations.
Must have availability for occasional on-call support, including evenings, weekends, and holidays, as required for critical issues.
Internal only - open only to current City of New Haven employees meeting minimum requirements.

Nice To Haves

CompTIA A+ Certification
Microsoft Certified Professional with experience in Microsoft 365 and cloud-based collaboration
Experience with VoIP systems
Knowledge of library acquisition and processing procedures.
Familiarity with overall library operations.
Familiarity with cloud computing platforms, ERP systems, data center operations, and cybersecurity principles.

Responsibilities

Installs, configures, and deploys personal computer hardware and peripherals, including system units, monitors, printers, mobile devices, and other technology equipment.
Installs and configures internal and external hardware components in accordance with required specifications including digital archival scanning equipment and makerspace technology such as 3D printers and laser cutters.
Installs, configures, and supports operating systems, including current Windows operating systems, macOS, iOS, Linux, and ChromeOS; operating systems subject to change with advances in technologies.
Provides support for productivity and collaboration platforms, including Microsoft 365 (Teams, SharePoint, etc.) and Google Workspace applications.
Transports and installs personal computer hardware and peripherals such as system units, monitors, printers, and technology related devices.
Responds to service requests and troubleshoots hardware, software, database, network, and user account issues, including those related to the full range of library-specific software; escalate complex problems as necessary.
Assists with imaging, deployment, and configuration of endpoint devices.
Performs routine inventory control procedures for hardware in circulation and software licenses.
Assists with basic website administration and content management systems, as required.
Supports Mobile Device Management (MDM) systems for deployment and management of endpoint devices.
May assist in the creation and maintaining of technical documentation, user guides, and knowledge base articles.
Utilizes ticketing systems to track, manage, and resolve service requests.
Assists with set up, use, and maintenance of Makerspace technologies (e.g., 3D printers, Cricut machine, book scanners, laser cutters).
Provides end-user training and technical support to staff for library specific platforms and applications, including Springshare LibApps, Sierra ILS, OCLC, Envisionware software suite, archiving management software and OPAC kiosks.
Performs other related duties as required.