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Technical Support Specialist, Cape Libraries Automated Materials Sharing Inc., Hyannis, MA

Technical Support Specialist

30 hours per week

(FTE: 75)

GENERAL SUMMARY: 

Under the general supervision of the Systems Manager, or, in his/her absence, reports to Executive Director, provides technical and administrative assistance to support the operations of the Systems Support Office, the CLAMS organization, and CLAMS member libraries.

 

ESSENTIAL JOB FUNCTIONS:

Assists member libraries in troubleshooting and resolving problems with hardware, software, operating systems, telecommunications, printers and other peripherals, etc. Responds to inquiries and provides information and technical support to library staff.
      A. Diagnose system, local workstation/operator, and telecommunications problems.
      B. Gathers details and examples and log the problem(s).
      C. Advises the member library on status of the issue.
      D. Takes action to resolve the problem(s) or refers issue(s) to 3rd party vendor as appropriate to resolve the problem(s).

  •  Works with vendors to resolve telecommunications problems. Provides information and requests assistance.
  • Assists in maintaining the organization's (CLAMS) system hardware, including backups, security patches, virus updates, scans, and other related system maintenance.
  • Assists in the administration of the organization's email system, including account maintenance.
  • Creates, runs, and distributes all standard monthly and yearly system reports.
  • Provides email and phone support for member libraries. Answers phones, provides information and assistance, and/or routes caller to the appropriate staff member.
  • Creates and maintains technical documents for staff and public websites.
  • Assists with web services development and maintenance.
  • Maintains regular communication with Central Office Staff and reports any unresolved problems to the Systems Manager and/or the Member Services Manager and/or the Executive Director when appropriate.
  • Works with Central Office Staff to support the ILS. Maintains ILS system parameters and codes.
  • Assists with meetings and presentations, under the direction of the Systems Manager, Executive Director, or Member Services Manager, including equipment setup, supporting speakers and presentation of information.
  • Assists Central Office Staff with equipment, including laptops, workstations, and tablets. Keeps training equipment up to date with system and software updates.
  • Performs special projects and other related duties as required, directed, or as the situation dictates.

 

 

EDUCATION & EXPERIENCE:

Associate's Degree or two-year college certificate in Computer/Information Science or a related field and one to three years of increasingly responsible related experience in computer/information systems in a library setting.

 

QUALIFICATIONS:

  • Experience with Integrated Library Systems, preferably Sierra.
  • Team player with a focus on superior customer service.
  • Basic knowledge of operating systems and programming languages necessary for assigned duties (Windows, MySQL, Postgres, HTML).
  • Knowledge of Microsoft Office, Sierra, Content Management Systems, GSuites, email systems, social media management, and other software necessary for assigned duties.
  • Basic knowledge of TCP/IP networking concepts.
  • Ability to multi-task and to adapt to a constantly changing environment.
  • Strong organizational skills and attention to detail.
  • Patience, tact, discretion, ability to explain technical matters clearly, not always in technical terms, to all levels of staff.
  • Ability to work independently and use professional judgment to solve problems.
  • Ability to communicate clearly, both orally and in writing, and to collaborate with individuals and groups.
  • Familiarity with issues of consortia.
  • Valid driver's license. Travel is sometimes required. Use of reliable insured vehicle when needed.

 

WORK SCHEDULE:

30 hours per week, 5 day week schedule

Saturday "On Call" hours on a 3 week rotation.

Some additional weekend and evening hours will *occasionally* be required.

Starting Salary: $20.86 per hour.

How to Apply
Please send cover letter, resume and contact information for three professional references via email to jobsearch@clamsnet.org.  No phone calls please. Preference will be given to applications submitted on or before October 20, 2017.

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