Library Technology Services Support Coordinator

July 8 2019
Industries Education, Training
Categories Information Technology, Trades, Technicians, Construction, Help Desk, Installation - Maintenance - Repair
Kamloops, BC

**NOTE:  This position is subject to review by the Joint Job Evaluation Committee**

DUTIES:

In keeping with the TRU Library Services mission, the Library Technology Services Support Coordinator (LTSSC) will provide direct service, training, assessment, scheduling, and supervisory duties related to library technology across a wide range of Library functional areas.  The position is expected to demonstrate strong technological leadership.  The LTSSC continually develops and utilizes excellent interpersonal and information technology skills to be a contributor to the smooth operational running of Library service points, and works towards continual improvement of Library technology support.  The LTSSC will also provide logistical and strategic input, in consultation with appropriate functional area librarian(s) into daily decision surrounding all areas of library technology policies. 

MAJOR DUTIES & RESPONSIBILITIES

  1. Primary contact for resolving e-resource and system-related problems; troubleshoots, fixes, and liaises with vendors as necessary. 
  2. Participates in upgrades of our integrated library system. Oversees testing of ILS upgrades as directed by the Systems Librarian and assigns testing tests to LCSAs.
  3. Applies knowledge and understanding of multiple systems and applications in order to provide support to students, faculty and staff and responds to request from numbers contact points (phone, email, face-to-face)
  4. Investigates problems using troubleshooting, communication and technological knowledge and brings the problem to resolution and escalates major library technology programs to the appropriate librarian or library administration.
  5. Creates new library accounts for users. 
  6. Compiles input from library staff to update technology service and procedure manuals.
  7. Oversees LSCAs in maintaining an accurate library equipment inventory; provides basic troubleshooting for library-owned equipment such as self-scanners, self-check machines and microform readers. 
  8. Coordinates with TRU IT Services to keep track of leased hardware and arranges for that hardware to be moved, replaced or repaired. 
  9. Does basic library installation, troubleshooting, and configuration of library specific hardware and software, such as receipt printers, ILL software and Integrated Library Systems client software on staff desktop PCs. 
  10. Works with Library Administration & Communications Assistant to ensure timely and accurate communication of changes to Library technology services.
  11. Works with the functional area Librarian(s) to continually develop, implement, assess and refine innovative, responsive and inclusive technology services.
  12. Participates as an active member of internal Library Standing committees and/or working groups as needed.
  13. Provides back up to the Library Services Support Coordinator (LSSC).

QUALIFICATIONS:

EDUCATION:

  • Grade 12 plus two-year post-secondary Diploma in Computing Science or equivalent.

EXPERIENCE:

  • Two years' experience working at a help desk, call-centre, or customer-oriented service setting providing desktop support, plus
  • One years' demonstrated ability of:
    • using Linux on a server 
    • using of PERL or Java 
    • using at least one of the following: HTML, XML, PHP, CSS

SKILLS, KNOWLEDGE OR ABILITIES RELATED TO THE JOB

  • Demonstrated knowledge of computer systems and applications, with technical trouble-shooting skills
  • Ability to deal courteously, tactfully, persuasively, and with empathy in situations with students, staff, and faculty
  • Excellent listening, verbal and written communication skills
  • Ability to effectively organize and coordinate staff training and effectively supervise a team of staff 
  • Ability to use policies and procedures to problem solve day to day issues
  • Ability to meet deadlines and maintain accuracy and quality of work
  • Detail oriented while dealing with a quickly changing workload
  • Ability to maintain confidentiality of sensitive information as appropriate
  • Ability to work independently and as part of a team

WORKING CONDITIONS

  • General office conditions, sitting at desk and computer for long periods of time
  • Exposure to unclean conditions in client areas, e.g. Dust within computers, keyboards, under desks
  • Moving and lifting boxes or other material up to 20 kg
  • Visiting multiple library location at the Kamloops Campus
  • May require night and/or weekend shifts
Apply now!

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