Tech Resource Specialist

Brooklyn Public Library•South Park Township, PA

About The Position

Brooklyn Public Library is seeking a Technology Resource Specialist (TRS) to promote effective use of technology throughout the organization. The TRS implements user-centered technology support standards by providing courteous, responsive, and accurate assistance with technology-related problems and issues. The position provides technology support and training to branch staff and library users, helps maintain branch technology, and may also perform circulation and customer service desk assignments and community outreach. This is a full-time, union, non-exempt position with a hiring salary of $42,424.20. The role requires evening and weekend work and responsibility for opening and closing the branch.

Requirements

High school diploma or equivalent and three to six months of related experience and/or training.
Score of 80% or better on the TRS exam.
Excellent knowledge of Microsoft Windows and MS Office, including Word, Excel, and PowerPoint.
Intermediate skills in Sierra, Bibliocommons, and Overdrive Media.
Knowledge of telecommunications technology.
Ability to identify and troubleshoot hardware and software problems.
Knowledge of computer networking and wireless networks.
Excellent customer service skills and ability to work with diverse customer clientele.
Ability to gather and analyze data.
Excellent interpersonal, problem-solving, and written and oral communication skills.
Ability to manage multiple projects and priorities.
Availability to work evenings and weekends.

Nice To Haves

Knowledge of Pharos.

Responsibilities

Provide customer service, prevent technology-related problems, and ensure the proper functioning of branch technology.
Identify and troubleshoot technology problems, referring more complex issues that cannot be resolved in-house to the IT Help Desk.
Train and develop staff at a branch and/or Central Library in the use of library technology.
Train users on library software and hardware and lead regularly scheduled computer classes.
Perform scheduled tasks and assignments on the TRS Checklist.
Install peripheral equipment and coordinate the installation, maintenance, relocation, and repair of technology hardware and software as necessary.
Serve as a point of contact and coordinate with the IT department and third-party vendors for level 2 and level 3 technology support.
Answer, evaluate, and prioritize in-person requests from users experiencing computer-related technology problems.
Assist with evaluating hardware and software for ease of use and usefulness to patrons’ work.
Assist with creating and revising user training manuals and procedures.
Perform circulation and customer service desk assignments and participate in community outreach as needed.
Interpret BPL policies and procedures.
Participate in mandatory and optional professional development training and committees, including meetings, online activities, and local cross-training.
Open and close the branch and work weekend shifts.
Perform other duties as assigned.