Support Services Specialist

City of Jacksonville • Jacksonville, FL

4d • Hybrid

About The Position

The Jacksonville Public Library is actively seeking a Support Services Specialist. This is professional library work performing library systems applications support or digitized library collections support or collection development support or cataloging support. The work requires knowledge of techniques, methods and procedures used in the planning, support and maintenance of library collections, or digitized collections or cataloging or software applications and peripherals specific to library operations as well as a basic understanding of data analysis and reporting. Supports the overall mission of the Library by providing customer service in a manner that creates a positive customer experience. Contacts with others require skills in understanding and/or influencing people and are important in providing client services, including skills of persuasiveness, assertiveness, and sensitivity to others point of view that are required to influence behavior, change an opinion, or turn a situation around. The work is standardized in that tasks are covered by substantially diversified procedures and specialized standards, and because of the changing priorities, or different situations, incumbents have the latitude to consider which of the many procedures or standards should be followed and in what sequence. The work involves differing situations requiring use of judgment in search for solutions or new applications within ones' known experiences. The work is performed mainly in an office environment, but field work may be required at branch libraries. After hours and on-call duty are occasionally required depending on assignment.

Requirements

• Knowledge of the Library’s organization, operation, policies, and procedures.
• Knowledge of the techniques, methods and procedures used in the evaluation, installation, operation and maintenance of audiovisual equipment, personal computers, and peripherals.
• Knowledge of help desk and desktop support customer service best practices.
• Knowledge of digital content management systems such as ContentDM.
• Knowledge of metadata standards for physical or digital content in multiple formats.
• Knowledge of Library’s ILS system and OCLC Connexion.
• Knowledge of photography and photo editing software such as Photoshop.
• Knowledge of library resource materials and collections.
• Knowledge of the publishing industry, authors, and popular materials.
• Skill in assisting and supporting others by building and maintaining relationships.
• Skill in calmly assessing when to escalate critical issues and enlisting the appropriate support.
• Skill in setting goals and deadlines while maintaining quality and accuracy.
• Skill in communicating important ideas and instructions in resolving operation problems.
• Skill in use of digitization equipment such as flatbed scanners, global scanners, and digital cameras.
• Skill in use of library systems for managing collection metadata.
• Ability to learn and apply MARC codes, indicators, and subfields involved in library cataloging.
• Ability to communicate effectively, both verbally and in writing.
• Ability to anticipate and manage the orderly implementation of change.
• Ability to identify what needs to be done and take appropriate action.
• Ability to analyze, identify, diagnose, and correct problems.
• Ability to train and provide instruction to others.
• Ability to schedule, assign, monitor and review the work of others.
• Ability to present a positive manner with customers.
• Ability to prioritize, plan, develop, organize, and implement plans for hardware and software projects or for digitization projects or for collection development projects or for cataloging projects.
• Ability to audit digitization images for quality and adherence to standards.
• Ability to organize digital files for archiving and retrieval.
• Ability to understand and apply techniques, methods and procedures used in library collection development and cataloging.
• Ability to retrieve and analyze and report on data from software applications.
• Ability to read, understand and apply technical hardware and software manuals.
• Ability to operate standard office and library hardware and software such as personal computers using work processing, spreadsheet, database, and other software, peripheral and electronic devices, and depending on assignment, use scanners and digital cameras.
• Ability to travel between locations to perform the assignments of the position.
• A valid driver’s license is required prior to appointment and must be maintained during the employment in this class.
• Must obtain and maintain during employment in this class a City of Jacksonville Certification as a Public Driver.

Nice To Haves

• Two (2) years of experience in public libraries, library cataloging or copy cataloging, photography, library, or archival digitization, or evaluating and maintaining personal computers, peripherals, and data analysis is preferred.
• A degree concentration in information science, information technology, or other related field is preferred.

Responsibilities

• Evaluates, installs, operates, and conducts preventative maintenance on software applications and peripherals specific to library operations.
• Provides routine and escalated collections or technical support (by email, phone and in person) to staff and customers.
• Troubleshoots and repairs or reports hardware and software problems specific to library applications.
• Assists with development of and implements plans for audio visual equipment, computer hardware and software installations or upgrades.
• Recommends policy and procedural changes to resolve recurring problems related to collection development, digitization, cataloging, or library technology systems.
• Evaluates and/or prepares technical specifications, proposals, documentation, training, and related materials for assigned library applications.
• Consults with supervisor to determine technology needs and recommend appropriate hardware and software solutions.
• Maintains inventory and surplus of library electronic equipment.
• Handles the technical aspects related to the digital collections for both archiving and public display.
• Creates and edits digital images.
• Creates and edits basic catalog records and related data.
• Reviews and orders materials for assigned library collections.
• Verifies and receipts invoices per established procedures.
• Communicates with vendors to resolve shipment and invoice issues.
• Searches OCLC and other online databases for catalog records for library materials in various formats.
• Edits catalog records for materials according to local procedures and practices, produces labels, and records appropriate data for use in processing.
• Creates holdings records for materials being added to the Library’s local system.
• Updates and maintains item records in the Library’s local system.
• Keeps statistics on materials cataloged and processed.
• Meets production levels and quality expectations.
• Keeps abreast of best practices as it relates to library activities.
• Generates a variety of standard reports and performs ad hoc reports as requested including periodic audits of information to ensure data integrity.
• Summarizes and translates report data into organized, usable/actionable content to drive library strategic decision making.
• Serves as a lead worker, may schedule, assign, monitor, and review the work of others under the general guidance of a supervisor.
• Assists with maintaining appearance standards by reporting facilities issues and picking up litter on library grounds.
• Operates standard office and library equipment such as personal computers using work processing, spreadsheet, database, and other related software, peripheral and electronic devices, and depending on assignment, use scanners and digital cameras.
• Demonstrates proficiency in the City of Jacksonville’s competencies.
• Performs related work as required.

Benefits

• Four (4) weeks off during your first year of employment
• Low and no cost health insurance options
• Twelve (12) paid holidays
• A personal leave day
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Flexible spending plans
• Federal Student Loan Forgiveness after ten (10) years of public service and on-time payments.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level