Tech Resource Specialist

Brooklyn Public Library•Arlington, TX

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. This is a full-time, union, non-exempt position with a hiring salary of $42,424.20. The role supports branch technology, troubleshoots and escalates issues, trains staff and patrons, leads computer classes, and coordinates technology equipment installation, maintenance, relocation, and repair. The TRS also helps evaluate hardware and software, prepares and updates training materials, supports customer-service and community outreach activities, and may open and close the branch. Evening and weekend work is required.

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.
Ability to meet the physical demands of lifting materials and equipment; standing for long periods; bending, stooping, crouching, kneeling, reaching, or crawling; and providing public service in the community.

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; refer more complex issues that cannot be resolved in-house to the IT Help Desk.
Train and develop branch and/or Central Library staff 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 technology hardware and software installation, maintenance, relocation, and repair as needed.
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 assistance requests from users experiencing computer-related technology problems.
Assist in evaluating hardware and software for ease of use and usefulness in performing work.
Assist with creating and revising user training manuals and procedures.
Perform circulation/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 training, and local cross-training.
Open and close the branch and work weekend shifts.
Perform other duties as assigned.