Position Overview
Under general supervision, provides customer service, assistance and support in the use of library technologies; assists in the resolution of minor computer and software issues; provides training assistance to staff and customers in technology use; assists in the planning and facilitation of classes and programs related to library technology; and serves as the first line of service between the branch departments and the IS department.
- Position Type
- Full Time
- Agency
- Various
- Salary Range
- $44,347 - $49,920
- Job Family
- Public Services Group
- FLSA Status
- Non-Exempt
- Bargaining Unit
- AFSCME 1259
- Revision Date
- January 2025
General Purpose
Under general supervision, provides customer service, assistance and support in the use of library technologies; assists in the resolution of minor computer and software issues; provides training assistance to staff and customers in technology use; assists in the planning and facilitation of classes and programs related to library technology; and serves as the first line of service between the branch departments and the IS department.
Supervision
Works under the general supervision of assigned Library – Agency Head; and does not exercise supervisory responsibility.
Distinguishing Characteristics
This job class is an individual contributor and is not distinguished from other classes in a job series.
Primary Responsibilities
The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.
PRIMARY DUTIES AND RESPONSIBILITIES:
· Teaches pre-defined computer classes and/or develops and creates new classes on topics relevant to customer needs and expectations; surveys the computer class to gain suggestions for future courses; researches topics and simplifies them for better understanding and easier teaching; formats and develops information into concise handout form; maintains logs and records of class; compiles and maintains statistics and data of computer classes; performs tutoring lessons and provides instruction on how to read and understand the material being presented; prepares and plans for tutoring sessions; prints and organizes lesson materials; reviews lessons; checks assignments; and grades papers.
· Troubleshoots with computers, peripherals, servers, and other technology equipment; ensures equipment is in proper working order; creates and tracks work orders and their completion; creates labels and signs as requested.
· Monitors teen center and its activities in order to ensure that the environment is safe and inviting to others; interacts with teens and assists them with technology, reference, and circulation questions; plans classes, events and programs for teens; researches and orders collections for the teen center; and facilitates events and programs.
· Restarts operating systems if computers go down.
· Performs circulation desk duties as needed; such as checking out materials; registers customers for new library cards; transfers phone calls and takes messages; accepts money and makes change; searches for lost books; assists with copy machines; uses Sirsi system to update customer accounts; and responds to questions.
· Performs other duties as assigned or required.
Depending on area of assignment:
· Greets and directs customers; assigns customers to a computer and monitors time usage; explains computer use policy and Internet wait time; and assists with the print procure, which includes the purchase and refilling of print cards and releasing documents at the print station.
· Assists customers on computers with minor computer issues such as printing, e-mail, and Internet issues or questions; conducts one-on-one sessions with customers assisting them with creating e-mail accounts and other, basic functions of the computer; assists customers with the use of printers, print card machine and other peripheral equipment; handles petty cash when selling headphones; operates and monitors PQAdmin system that monitors customer computer time usage.
· Configures preferences under the administration station to modify, create, and distribute guest accounts; configures customer profiles, ensuring customers know and understand how to use technology equipment.
· Submits work orders to communicate to Information Systems, facilities, and other departments concerning various malfunctions or repairs needed.
Minimum Qualifications
Education and Experience:
Associates Degree in Computer Science, Information Technology, or related field, and three years of work experience providing technology related customer service, support, and assistance to a diverse customer base.
Required Licenses or Certifications:
· Must possess a valid State of Michigan Driver’s License.
Required Knowledge of:
· Customer service skills, customer service standards and procedures.
· Client and server based Integrated Library System.
· Knowledge in troubleshooting technology-related equipment.
· Computer systems, databases, and software.
Required Skill in:
· Interacting with a diverse background.
· Troubleshooting technology-related equipment problems.
· Working with Internet based e-mail.
· Keeping accurate records.
· Problem solving and decision-making.
· Facilitates scheduled events as needed.
· Good time management skills.
· Responding to inquiries and in effective oral and written communication.
· Establishing and maintaining effective working relationships with Library staff, and the general public.
Physical Demands / Work Environment:
· Work is performed in a standard library environment.
· Subject to sitting, standing, walking, reaching, and lifting of objects up to 25 pounds.
· Must be able to work a flexible schedule including Sundays.