Technology Resource Specialist - Brooklyn Public Library

Overview

Brooklyn Public Library (BPL) is one of the nation’s largest library systems and among New York City’s most democratic institutions. As a leader in developing modern 21st-century libraries, we provide resources to support personal advancement, foster civic literacy, and strengthen the fabric of community among the more than 2.7 million individuals who call Brooklyn home. BPL provides nearly 60,000 free programs a year with writers, thinkers, artists, and educators—from around the corner and across the world. And we give patrons millions of opportunities to enjoy one of life’s greatest satisfactions: the joy of a good book.

BPL is seeking a Technology Resource Specialist (TRS) to promote effective use of technology throughout the organization. The TRS is responsible for implementing customer service standards of user centered technology support with courteous, responsive and accurate support to technology related problems and issues.

Responsibilities

• Responsible for providing customer service, preventing technology related problems and assuming responsibility for the proper functioning of the branch’s technology
• Identify and troubleshoot technology problems, referring more complex problems that cannot be resolved in-house to the IT Help Desk
• Train and develop staff at branch and/or Central Library in use of library technology
• Train users on the use of library software and hardware; Lead regularly scheduled computer classes
• Perform scheduled tasks and assignments on the TRS Checklist
• Install peripheral equipment as well as coordinate the installation, maintenance, relocation and repair of technology hardware and software as necessary
• Serve as 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 for assistance from users experiencing computer-related technology problems
• Assist with the evaluation of hardware and software to determine the ease of use and whether the product will aid user in performing work
• Assist with the creation and revision of user training manuals and procedures
• Circulation/Customer Service desk assignments and participation in community outreach as needed
• Interpret BPL policies and procedures
• Participates in mandatory and optional training & committees for professional development (meetings, online, etc.) and in local cross-training
• Responsible for opening and closing the branch and weekend shifts
• Other duties as assigned

Qualifications

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

Physical Demands

• Lifting materials and equipment (shelving, moving, etc.)
• Standing for long periods
• Bending, stooping, crouching, kneeling, reaching or crawling
• Public service within the community (ex. outreach, school visits, fairs, etc.)

The starting salary for this position is $40,956.01. This position is in the bargaining unit.