Tech. Resource Specialist

We offer thousands of free programs every day for people from all walks of life—immigrants learning a new language, aspiring entrepreneurs launching their dreams, children discovering the world, people of all ages exploring arts and culture. And we give patrons millions of opportunities to enjoy one of life’s greatest satisfactions: the discovery of a good book.
Now’s your chance to join the best team in Brooklyn!
BPL is seeking a Technology Resource Specialist (TRS) to promote effective use of technology throughout the organization. The TRS is responsible for implementing customer service standards of user centered technology support with courteous, responsive and accurate support to technology related problems and issues.
This is a full-time, union, non-exempt position. The hiring salary for this position is $42,424.20.
Responsibilities
Responsible for providing customer service, preventing technology related problems and assuming responsibility for the proper functioning of the branch’s technology
Identify and troubleshoot technology problems, referring more complex problems that cannot be resolved in-house to the IT Help Desk
Train and develop staff at branch and/or Central Library in use of library technology
Train users on the use of library software and hardware; Lead regularly scheduled computer classes
Perform scheduled tasks and assignments on the TRS Checklist
Install peripheral equipment as well as coordinate the installation, maintenance, relocation and repair of technology hardware and software as necessary
Serve as point of contact and coordinate with the IT department and third party vendors for level 2 and level 3 technology support
Answer, evaluate, and prioritize in-person requests for assistance from users experiencing computer-related technology problems
Assist with the evaluation of hardware and software to determine the ease of use and whether the product will aid user in performing work
Assist with the creation and revision of user training manuals and procedures
Circulation/Customer Service desk assignments and participation in community outreach as needed
Interpret BPL policies and procedures
Participates in mandatory and optional training & committees for professional development (meetings, online, etc.) and in local cross-training
Responsible for opening and closing the branch and weekend shifts
Other duties as assigned
Qualifications
High school diploma or equivalent and three to six months of related experience and/or training
Score of 80 % or better on TRS exam
Excellent knowledge of Microsoft Windows & MS Office (Word, Excel. PowerPoint)
Intermediate skills in Sierra, Bibliocommons and Overdrive Media; Knowledge of Pharos a plus
Knowledge of telecommunications technology
Ability to identify and troubleshoot hardware and software problems
Knowledge of computer networking and wireless networks
Excellent customer service skills; Ability to work with diverse customer clientele
Ability to gather and analyze data
Excellent interpersonal, problem solving & communication skills (written & oral)
Must be able to manage multiple projects and priorities
Required to work evenings & weekends
Physical Demands
Lifting materials and equipment (shelving, moving, etc.)
Standing for long periods
Bending, stooping, crouching, kneeling, reaching or crawling
Public service within the community (ex. outreach, school visits, fairs, etc.)
We seek professionals dedicated to providing excellent customer service, developing fruitful partnerships in the community, and implementing programs aligned with our mission and vision. You will be immersed in a motivating and challenging environment where innovation is key to the organization. If you are looking to be a part of a stimulating workplace that is highly regarded by its culturally diverse community, BPL is the place to be.
Brooklyn Public Library is an equal opportunity employer.