Technology and Public Services Specialist Job Description
Salary: $40,000-$45,000 (dependent on experience and education)
Employment Status: Full-time
FLSA Status: Non-Exempt
Direct Supervisor: Executive Director
Work Location: Library setting, public service desk, office setting
Telework Eligible: As approved by the Executive Director
Clearance Requirement: Act 153 Clearances (Act 34 PA Criminal Background Check, Act 151 PA Child Abuse History Clearance, and Act 114 FBI Clearance/Fingerprinting)
Job Objective
The Technology and Public Services Specialist provides direct public service to library patrons while supporting the daily operation, maintenance, and troubleshooting of the library’s technology systems.
This position assists patrons with library resources, computers, digital services, and personal technology questions, while helping ensure that the library’s hardware, software, website, and Integrated Library System (ILS) function effectively. Under the supervision of the Executive Director, the Technology and Public Services Specialist performs routine technology administration, coordinates with technology vendors, documents technical issues and procedures, and supports the implementation of technology improvements. This position requires strong customer service skills, technical aptitude, problem-solving abilities, and the ability to communicate effectively with patrons and staff with varying levels of technical experience.
Essential Functions and Responsibilities
Public Services
- Provides friendly, professional, and effective customer service to library patrons at the public service desk.
- Assists patrons with library computers, printers, scanners, internet access, wireless connectivity, and other public technology resources.
- Provides basic technology assistance with personal devices, including smartphones, tablets, laptops, and e-readers, within the scope of the library’s services and available resources.
- Help patrons access and use the library’s online catalog, digital collections, electronic resources, databases, and other online services.
- Assists patrons with basic software applications, document creation, printing, email, online forms, and other common technology tasks.
- Provides general reference assistance and helps patrons locate library materials, information, and resources.
- Lead digital literacy workshops (such as basic computing, job searching, or mobile device help).
- Explains library policies, services, and procedures clearly and courteously.
- Responds to patron questions and concerns professionally and refers complex or escalated situations to the appropriate supervisor.
- Protect patron privacy and confidentiality when assisting with personal devices, accounts, documents, and online services.
- Performs other public service duties as needed to support daily library operations.
Technology Operations
- Supports the day-to-day operation of the library’s information technology (IT) systems, hardware, software, and related equipment.
- Troubleshoots and resolves routine hardware, software, connectivity, printing, and other technology issues affecting library staff and patrons.
- Identifies problems requiring specialized assistance and coordinates with external IT support providers as appropriate.
- Maintains and monitors library computers, printers, peripherals, and other technology equipment.
- Installs, configures, updates, and maintains approved software and technology applications in accordance with library procedures and vendor recommendations.
- Assists with the maintenance, monitoring, and routine administration of the library’s Integrated Library System (ILS).
- Monitors system performance and identifies recurring issues or opportunities for improvement.
- Maintains accurate documentation of technical issues, troubleshooting steps, equipment maintenance, and resolutions.
- Assists with technology-related projects, equipment replacements, upgrades, and implementation of approved technology improvements.
- Follows established procedures for technology security, data protection, software licensing, and equipment use.
- Communicates technology issues that affect library services or operations to the Executive Director in a timely manner.
Library Systems and Vendor Coordination
- Serves as a primary point of contact for routine technology support requests and coordinates with the library’s IT and ILS support vendors.
- Communicate with vendors to report problems, request assistance, track service issues, and facilitate resolution.
- Assists with routine administration, maintenance, and monitoring of the ILS, including running reports and identifying system issues.
- Assists with statistical and operational reports related to technology systems and their use.
- Assists with maintaining the library website and updating content as needed, in coordination with the Executive Director.
- Maintains documentation of vendor contacts, service requests, system configurations, and technical procedures.
- Recommends practical solutions to recurring technical problems and communicates potential improvements to the Executive Director.
- Assists in developing and maintaining technology procedures and documentation to support consistent service and effective troubleshooting.
Technology Planning and Development
- Stays informed of relevant technology developments, products, and services that may benefit the library and its patrons.
- Identifies technology needs and opportunities to improve staff efficiency, patron access, and library services.
- Provides recommendations regarding technology equipment, software, maintenance, and upgrades.
- Assists with researching technology options and gathering information for purchasing and implementation decisions.
- Supports the implementation of approved technology initiatives and projects.
- Works with the Executive Director to maintain accurate technology inventories, procedures, and related documentation.
- Performs other related duties as assigned.
Knowledge, Skills, and Abilities
Technology
- Working knowledge of computer hardware, software, operating systems, printers, peripherals, and common networking or connectivity issues.
- Ability to troubleshoot routine technical problems systematically and determine when vendor or supervisory assistance is needed.
- Ability to learn and support library-specific software, including an Integrated Library System, online catalog, and digital library services.
- Familiarity with common productivity software, internet browsers, email, online applications, and mobile devices.
- Ability to document technical issues, procedures, and solutions clearly and accurately.
- Ability to learn new technologies and adapt to changing systems and user needs.
- Awareness of technology security, patron privacy, confidentiality, and responsible handling of sensitive information.
Public Service and Communication
- Demonstrates a strong commitment to courteous, responsive, and inclusive customer service.
- Ability to assist patrons with varying levels of computer literacy, technical knowledge, and comfort with technology.
- Ability to explain technical concepts in clear, patient, and understandable language.
- Ability to communicate effectively with patrons, coworkers, supervisors, and outside vendors.
- Ability to protect confidential patron information and respect individual privacy.
- Ability to work effectively both independently and as part of a team.
Organization and Problem-Solving
- Ability to prioritize competing responsibilities while maintaining public service desk coverage.
- Ability to organize work, manage service requests, and follow through on technical issues.
- Strong attention to detail and ability to maintain accurate records and documentation.
- Ability to identify recurring problems and recommend practical improvements.
- Ability to follow established policies and procedures while exercising sound judgment in routine situations.
Tools and Equipment Used
Library computer system and Integrated Library System (ILS); desktop and laptop computers; printers, scanners, and other peripheral equipment; internet and the library website; common productivity software; mobile devices; telephone; and other office and technology equipment used in library operations.
- Proficiency with common computer applications and internet-based services.
- Ability to learn and use library-specific technology systems and software.
- Ability to troubleshoot routine technology issues involving computers, peripherals, software, and connectivity.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The position requires regular interaction with the public at a service desk and work involving computers and other technology equipment. Duties may include moving or setting up equipment and assisting with technology-related tasks throughout the library.
Education, Experience, and Training
- 2-year post-secondary degree required; bachelor’s degree preferred.
- Demonstrated computer proficiency and the ability to troubleshoot common hardware, software, and technology problems.
- Experience in customer service, public service, technical support, or a related field preferred.
- Library experience and familiarity with library systems, online catalogs, and digital resources preferred.
- Relevant education, training, certifications, or professional experience in information technology may be considered.
- Ability to learn library systems, policies, and procedures and apply them effectively.
- Satisfactory completion of required criminal history, child abuse, and FBI fingerprint clearances prior to employment.
Schedule:
Monday, Wednesday, Thursday, Friday: 9:00-5:00 pm
Tuesdays: 12:00-8:00 pm
Fill in as needed.
Clearance Requirement: Act 153 Clearances (Act 34 PA Criminal Background, Act 151 PA Child Abuse History, Act 114 FBI Clearance Fingerprinting)
To apply for this position, please send a cover letter, resume to Debbie Jack, Executive Director at debbiej@lowermaclib.org