Library Technology Support Specialist
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Job Location:
New Haven, CT - USA
Monthly Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
PRIMARY FUNCTIONS
This entry-level position exists in the New Haven Free Public Library system. Specific duties and work locations may vary depending on assignment as this role supports several locations. The Library Technology Support Specialist is responsible for supporting maintaining troubleshooting and reporting issues related to computer systems hardware peripherals and software within the Library system.
Work involves installation and configuration of PC hardware and software user account support software evaluation and end-user training. Employee works under the general direction of the City Librarian Publics Services Administrator for IT IT Supervisor or designee.
Work involves installation and configuration of PC hardware and software user account support software evaluation and end-user training. Employee works under the general direction of the City Librarian Publics Services Administrator for IT IT Supervisor or designee.
Internal only - Open only to current City of New Haven employees meeting minimum requirements.
TYPICAL DUTIES AND RESPONSIBILITIES
- Installs configures and deploys personal computer hardware and peripherals including system units monitors printers mobile devices and other technology equipment.
- Installs and configures internal and external hardware components in accordance with required specifications including digital archival scanning equipment and makerspace technology such as 3D printers and laser cutters.
- Installs configures and supports operating systems including current Windows operating systems macOS iOS Linux and ChromeOS; operating systems subject to change with advances in technologies.
- Provides support for productivity and collaboration platforms including Microsoft 365 (Teams SharePoint etc.) and Google Workspace applications.
- Transports and installs personal computer hardware and peripherals such as system units monitors printers and technology related devices.
- Responds to service requests and troubleshoots hardware software database network and user account issues including those related to the full range of library-specific software; escalate complex problems as necessary.
- Assists with imaging deployment and configuration of endpoint devices.
- Performs routine inventory control procedures for hardware in circulation and software licenses.
- Assists with basic website administration and content management systems as required.
- Supports Mobile Device Management (MDM) systems for deployment and management of endpoint devices.
- May assist in the creation and maintaining of technical documentation user guides and knowledge base articles.
- Utilizes ticketing systems to track manage and resolve service requests.
- Assists with set up use and maintenance of Makerspace technologies (e.g. 3D printers Cricut machine book scanners laser cutters).
- Provides end-user training and technical support to staff for library specific platforms and applications including Springshare LibApps Sierra ILS OCLC Envisionware software suite archiving management software and OPAC kiosks.
- Performs other related duties as required.
EDUCATION QUALIFICATIONS & EXPERIENCE
- High school diploma or GED or successful completion of a two-year technical/training program in information technology.
- Minimum of two (2) years of experience in computer or technical support.
- Minimum of six months of experience with library-specific platforms and applications.
Preferred certifications and Experience:
- CompTIA A Certification
- Microsoft Certified Professional with experience in Microsoft 365 and cloud-based collaboration
- Experience with VoIP systems
KNOWLEDGE EXPERIENCE SKILLS & ABILITIES
- Knowledge of and experience with personal computer hardware peripherals and accessories.
- Knowledge of operating and endpoint software specific to library operations.
- Knowledge of Microsoft productivity applications and ability to learn and support new applications understanding cloud-based systems and related hardware as required.
- Knowledge and understanding of basic networking concepts Windows servers and Active Directory.
- Experience in imaging and deploying devices.
- Knowledge of library acquisition and processing procedures.
- Familiarity with overall library operations.
- Familiarity with cloud computing platforms ERP systems data center operations and cybersecurity principles.
- Ability to install the following: personal computers software common peripheral devices internal and external devices or components WiFi networking network cabling and network equipment within the Library system.
- Ability to resolve common hardware and software issues and the ability to determine when problems require escalation.
- Experience with Mobile Device Management (MDM) tools to deploy and manage endpoint devices.
- Ability to accurately record inventory information for both hardware and software products.
- Experience in ticketing systems and managing tickets.
- Experience in creating and maintaining technical guides and knowledge base articles tailored to end users.
- Strong customer service skills with the ability to communicate technical information clearly and effectively with end users.
- Excellent analytical problem-solving and organizational skills with attention to detail.
- Ability to work independently and manage competing priorities under tight deadlines.
- Excellent written and verbal communication skills.
- Ability to establish and maintain effective working relationships with City staff other departments external partners and the public.
- Demonstrated ability to work effectively and sensitively in a diverse community recognizing and respecting cultural differences and fostering an inclusive environment.
- Demonstrated ability to handle sensitive and confidential information appropriately.
- Willingness to engage in regular technical training and the ability to remain current with emerging technologies.
NECESSARY SPECIAL REQUIREMENTS
- Must have and maintain a valid Connecticut drivers license. May be required to visit various library facilities and other City locations.
- Must have availability for occasional on-call support including evenings weekends and holidays as required for critical issues.
- Internal only - open only to current City of New Haven employees meeting minimum requirements.
SALARY BARGAINING UNIT & TERMS OF EMPLOYMENT
This is a General Fund tested position.Job description is currently pending Civil Service Board approval.
This position is included in a collective bargaining agreement withLocal 884 American Federation of State County and Municipal Employees.
Bargaining agreements available to reviewHERE.
General Funded hires into this class shall not be covered by Social Security but rather the City pension contributing 9% of salary.
The City of New Haven does not sponsor employment visas. All applicants must have current authorization to work in the U.S. without employer-sponsored visa support.
Employment is contingent upon the successful completion of a 90-day probationary period. Instructions and information on this pre-employment process are included in Conditional Offer of Employment.
**Pursuant to the Federal Drug Free Workplace Act of 1988 The City of New Haven has a adopted a Drug Free Workplace Policy. The City of New Haven requires a pre-employment drug test which includes screening for marijuana.
Selection Plan
Applications will be reviewed by the Department of Human Resources. Applicants must demonstrate within their submission that they meet the minimum requirements as listed within the job description; failure to do so may result in disqualification.Applicants meeting minimum requirements may be invited to participate in a Civil Service exam process at a later date.
It is critical that you complete the application thoroughly as the information you provide will be used to ascertain if you are eligible to move forward in the selection process.Your application and resume should indicate that you meet the minimum requirements as listed.This information may be used to determine the eligibility list. As such this job announcement should be considered the exam announcement and submissions may be evaluated prior to the posted closing date.
Information regarding the employment and selection process can be foundHERE.
Please note that the only method of communication with applicants for this position will be by email. You must provide a valid working email address and you will need to monitor your email including spam/junk folders for correspondence from the New Haven Human Resources Department.
Conclusion
To apply for this opportunity:
- Complete your User Registration. You are encouraged to save your Applicant Profile for future use.
- YouMUSTclick on the job posting you are interested in and clickApplyorApply Onlinefrom within that posting.
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- Review or modify your application for that position
- ClickReady to Send App or the Send tab; read page and click the attestation
- Click Send to City of New Haven
- You will be redirected to CONFIRMATION OF EMPLOYMENT APPLICATION SUBMISSION
- You will also receive an email and text if a number was provided confirming your submission
- If you do not receive this confirmation in the next 24 hours your application hasnotbeen submitted - please contact us at
Please Noteyour Profileis NOT an application for an open position. After you create your Applicant Profile you must still click on a Job Title and complete the application as instructed for each position.
Required Experience:
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