JOB SUMMARY
As a member of the Enterprise Support Unit within the Library Technology Services department, this position is responsible for assisting in maintaining the library's technology footprint, including, but not limited to, desktop devices, software, conference room technology, and mobile device management. This position is a main point of contact for employees experiencing technical issues. This position requires a strong customer service background, excellent technology troubleshooting techniques, and the ability to work as part of a team of IT professionals.
Library Technology Services serves as the focal point for planning, managing, and coordinating technology-based Information Resources that support Library operations. Library Technology Services manages 43 servers that support approximately 450 workstations and 150 mobile devices used by 225 faculty and staff and over 3 million annual patrons across ten buildings.
RESPONSIBILITIES
Configure, install, and maintain library technology systems
- Apply standard troubleshooting methods to diagnose technology issues within a networked environment
- Provides basic audio-visual support for Library conference rooms and events.
- Resolve moderately complex software and device problems remotely and on‑site across macOS and Windows, handling both mobile and desktop environments.
- Transports equipment for installation and repairs.
- Arranges and tracks third-party repair services.
Maintains records necessary for the tracking of technology
- Maintain and update inventory data across library and campus databases (Grover, MyAssets, MAB).
- Assists with Help Desk workflows: route, monitor, and resolve phone, email, and ticketing requests.
- Perform inventory checks to keep asset records accurate.
- Responsible for the preparation and modification of technical documentation related to troubleshooting, installing and maintaining managed systems.
Provides consultation and training to end-users for the proper use of their technology.
- Orients new users to library-provided technology and best practices
- Provides basic instruction for cloud-based computing and collaboration tools
- Instruct users on Internet security best practices to prevent viruses and malware.
- Assists users with the use of the Library's Help Desk system.
Other Duties
Participates in special projects and performs other duties as assigned. Serves on committees as appointed and participates in staff development opportunities.
