Description
Summary
The Lending Technology Specialist reports to the Desktop Support Administrator and is responsible for providing support to staff and administrators for the library’s patron-facing technology lending programs.
The professional will focus on providing deployment and ongoing technical support with the library’s technology lending programs and will help to communicate to library staff on successful use of the library’s public technologies. The specialist will focus their energies on circulating technology, finding the overlap with on premise technology the library offers to patrons to better support and integrate a patron’s digital experience with the library’s tools.
The position advises the Desktop Support Administrator on lending initiatives successes and struggles and helps to prepare reports for the Director of IS that advise on overall initiative direction.
Schedule
Monday - Friday: 8 am - 5 pm
This is an full-time, exempt position with a starting salary of $50,382, plus benefits .
Job Duties (Essential Functions)
- Manage a ticket queue for patron-facing technology, acting as an escalation point for KCPL device-related issues. The Specialist will work trouble issues to completion or hand off to a higher tier knowledge asset within the established Service Level Agreement timelines. Recommends process improvements to the Desktop Support Administrator on the daily operation of patron-facing technology.
- Assist in the development and accuracy of staff protocols for on-site and partner organizations with the goal of ensuring consistent patron experience and security. The specialist will support library staff with training documentation that teaches these protocols, explaining how they enhance patron experience and security.
- Works alongside Information Systems staff, especially the Public Technology Specialist, to continually broaden and improve the library’s patron-facing technology lending materials.
- Provide professional support to Library Services staff to evaluate and recommend patron-facing technology programs, coordinating and reviewing with Information Systems staff to evaluate support models for proposed patron-facing technology.
- Assist in preparing public hardware for deployment, coordinating work with others to keep service delivery on time through the lifecycle of implementation and service management. The specialist will monitor loss and return rates and make collection enhancement suggestions as needed.
- Engage in training, both vendor provided and self-guided learning, to develop expertise in the different techniques and software the library maintains for patrons.
- Maintains familiarity with basic IS operations.
- Participates in after-hours and weekend on-call support rotation cycle.
- Performs other related duties as assigned.
Requirements
- Understanding of the purpose of technology in a public service environment with the ability to apply that broad knowledge to an understanding of how Library staff and patrons utilize that technology to acquire service.
- Demonstrated problem solving and trouble shooting skills with the ability to learn new user skills sets and learn to administer systems quickly.
- Experience with OS configuration and a technical admins level of knowledge of office productivity software.
- Ability to exhibit patience, cultural sensitivity, and establish boundaries and mutual respect with staff and patrons.
- Ability to plan and carry out projects; able to partner and consult to advise others; and proficient at communicating orally and written.
- Experience writing documentation and/or documenting work processes.
- Drivers License and ability to travel.
- Ability to lift up to 50 pounds, assisted when needed.
Required Education and Experience
- Bachelor’s degree in a liberal arts discipline or a computer science discipline and 2+ years of public library experience.
- Knowledge of computers, the internet, Windows 7 and 10, the Microsoft Office Suite, web applications, troubleshooting skills and Integrated Library System databases.
- Experience supporting end users technology as a helpdesk technician.
- A+ certification preferred, but not necessary.
- Must have valid driver’s license and availability of car during scheduled hours.
- Ability to speak and understand English is required. Additional consideration will be given to individuals that are proficient in any non-English languages used in Jackson County, MO including Spanish, American Sign Language, Vietnamese, French, Arabic, and Swahili.
Work Environment
Work is performed at the Library’s Administrative Annex and Library Branches throughout the district. Primary workspace is shared with co-workers in an office environment; other work will be performed in a public space amongst staff and patrons from a diverse socio-economic community.
Other Duties
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
The employee must be able to perform the essential functions and job requirements of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.
How to Apply
Please apply for this position through our web application system. We only accept applications for specific currently open positions made through our online system. Access the online application from the job listing on the Job Opportunities page. The application system allows you to attach a document (such as a cover letter or a resume) to your application (10MB limit per document). When you submit your application, an acknowledgement will be sent to the email address you provided. You are welcome to apply for as many positions as you wish. However, to minimize problems, close and restart your browser between each application.
All online Application for Employment forms must be completely filled out. For technical assistance, call 816.701.3712.
Kansas City Public Library is an equal opportunity employer and is committed to creating an inclusive environment for all employees.
