Technology Services Coordinator - Library
- GENERAL DESCRIPTION
Performs a variety of professional technical and analytical work supporting the mission of the Library, and ensuring the effective operation and maintenance of the department’s technology hardware and software. Serves as the department’s primary contact for technology services and is responsible for providing excellent customer service to staff and patrons requiring technical service and support. Provides recommendations to Library leadership and implements technology related projects within the department and in coordination with Library and Communications and Information Technology (CommIT) staff as required. Performs public service duties and other work as required.
- ESSENTIAL JOB FUNCTIONS
- Responsible for the life cycle of technology equipment in the Library department. Configures, installs, troubleshoots, repairs, and properly decommissions computers, software, and other equipment, including peripheral, gaming, audio visual (AV), security, and new emerging technology devices and software, in all six locations of the Roanoke County Public Library system, ensuring compatibility and compliance with Roanoke County policies and network.
- Applies analytical and problem-solving skills to identify issues and complete needed repairs either in-person or remotely. Communicates effectively with vendors and technicians for external repairs, coordinates repairs with vendors and internal customers, and performs necessary follow-ups.
- Communicates effectively with staff and patrons on work order requests, including follow-up status and resolutions, and ensures essential information is delivered quickly to appropriate Library and Communications and Information Technology (CommIT) staff.
- Performs on-call technology help desk duties for Library staff and patrons, routing user questions to other areas as appropriate, ensuring connectivity of resources and work stations on a scaled priority basis.
- Thoroughly documents issues, solutions, and other hardware and software records using TrackIT or other approved method.
- Performs scheduled preventive maintenance, to include coordinating upgrades with CommIT and Library staff.
- Maintains and supports CommIT in maintaining inventory of computer hardware and software via TrackIt or, other County approved accountability software. Maintains an up-to-date and complete inventory of all departmental microcomputers, tablets, AV, gaming devices, and other technology items.
- Creates, maintains, and updates training guides and documentation of computer procedures including technical support data. Trains staff and patrons individually and in a classroom environment on the use of technology and reference products.
- Serves as liaison with applicable external networks and vendors as well as CommIT staff and Library technical contacts.
- REQUIREMENTS/PREFERENCES
Education
Required: Bachelor’s degree in Computer Science or related to the Information Technology field. Exemplary skills, experience and/or associates/technical degree may be substituted.
Preferred: MLS or related degree, or coursework in Library Science.
Experience
Required: One (1) or more years of related experience.
Preferred: Previous public service, customer service, or training/teaching experience.
Certifications/ Licenses
Required: Valid Virginia driver’s license with good driving record.
Preferred: Windows OS Fundamentals or similar training
Knowledge, Skills and Abilities
- Thorough knowledge of department specific technology hardware, software, internal and external networks, Windows and Apple operating systems
- Strong ability to research and learn new technologies and processes, present ideas, and implements solutions
- Strong ability to use independent judgement, be self-motivated, and manage and prioritize multiple tasks and assignments in a customer-focused environment
- Strong ability to take initiative and be committed to improvement
- General knowledge of inventory and distribution procedures
- Knowledge concerning internet access and website maintenance
- Ability to diagnose and repair computers, printers, and other devices
- Ability to diagnose and report problems with communications and networking equipment and software
- Ability to install hardware, software and troubleshoot common problems
- Ability to communicate effectively orally and in writing
- Ability to plan and implement training programs for various types of users
- Ability to work in a professional environment effectively and cooperatively in complex relationships with the staff, service partners, vendors and the public
- Ability to maintain confidentiality
Additional Requirements
Subject to a complete criminal history background search with acceptable results. Ability to work a flexible schedule with occasional evening and weekend hours. Must be able to perform the job as described in the Physical and Environmental Demands section of this job description.
Supervisory Responsibilities
None
- OTHER INFORMATION
Full-time employees are eligible for a comprehensive benefit package that includes:
• Progressive Flexible Leave Plan with cash-in option
• Twelve paid holidays
• Short Term Disability Insurance
• Long Term Disability Insurance
• Health, Vision and Dental Insurance
• Life Insurance
• Flexible Spending Accounts - Medical and Dependent Care
• Virginia Retirement System - Membership in VRS is automatic upon hire into a covered position. County contributes and employees pay their membership contribution.
• Deferred Compensation Plan with County Match
• Employee Assistance Program
• Credit Union Membership