Member Services Support Associate, North of Boston Library Exchange (NOBLE) (Danvers)
The Member Services Support Associate is a team-oriented individual providing high-quality customer support to NOBLE member library staff and assisting the NOBLE training program.
Essential Job Duties
* Communicates with and provides quality customer service to Member libraries.
* Acts as primary Help Desk coordinator by receiving, evaluating, referring and/or resolving telephone, in-person, and electronic support requests. Escalates unresolved problems to the appropriate NOBLE support staff.
* Provides tier-one support to Member libraries for NOBLE-provided services, with a focus on circulation and holds, Google Workspace, and electronic resources; keeps library staff informed of status; and maintains records. Performs routine batch updates to items, patrons, and records.
* Handles library staff account management in Evergreen, Google Workspace, OverDrive, and other NOBLE-provided services.
* Works with the Commonwealth Catalog to resolve problems, open tickets, provide information and update users as needed.
* Maintains a thorough knowledge of the Evergreen system and participates in basic training, implementation and troubleshooting.
* Assists with software improvements by testing new features, bug fixes and releases.
* In coordination with the Member Services Manager, produces and distributes documentation for library staff and updates the Staff Information System.
* Contributes to the Evergreen community, including bug reporting, bug testing, documentation, and participation in virtual community events.
* Upholds the policies of NOBLE.
Non-essential Job Duties
* Analyzes trends in support requests to assess the effectiveness of recommended workflows and identify areas for further training and/or documentation.
* Serves as a liaison to library circulation departments, consulting on settings and making changes as needed. Attends Circulation Roundtable and Resource Sharing Working Group meetings.
* Performs special projects and other related duties as required, directed, or as the situation dictates.
Qualifications
Minimum Qualifications
* Four-year college degree or equivalent experience.
* Minimum of three years related experience.
* Experience working with a library management system.
* Familiarity with Google Workspace applications (Docs, Sheets, Slides, Forms, etc.)
* Proven customer service skills and orientation.
* Strong technology skills.
* Proven ability to work as a member of a team.
* Ability to be self-motivated, to exercise initiative and independent judgment, to solve problems with minimal assistance, and to prioritize tasks in a busy support environment.
* Excellent written and verbal communication skills. Able to effectively present information one-on-one or in a small group.
* Strong organizational skills and attention to detail.
Preferred Qualifications
* At least three years working in a library environment.
* Experience working with the Evergreen Integrated Library System.
* Familiarity with WordPress or other content management systems.
Full/Part Time
Full Time
Education
BA/BS
Salary Range
$52,322.00 - $63,658.00 / yearClosing Date
02/07/2026
How to Apply
Please send a cover letter and resume to employment@noblenet.org by Friday, February 6.
Posted
2026-01-05 | Quick link to this job