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Customer Support Librarian, Merrimack Valley Library Consortium (North Andover)

The Customer Support Librarian is a team-oriented individual, responsible for assisting the Collaborative Services Librarian in providing high-quality customer support and consulting services to MVLC libraries. In addition to coordinating the MVLC Helpdesk/ticketing system, the Customer Support Librarian plays a key role in network communications as the primary point of contact for the Office 365 email system and MVLC mailing lists.

Duties and Responsibilities

Communicates with and provides quality customer service to member libraries.
Acts as primary Helpdesk coordinator for major systems by receiving, evaluating, referring, and/or resolving telephone, in-person, and electronic Helpdesk requests in a timely manner.
Provide regular font-line helpdesk support to member libraries.
Analyzes trends in Helpdesk tickets to assess the effectiveness of recommended workflows and identify areas for further training and/or documentation.
In coordination with the Collaborative Services Librarian, publishes and updates appropriate information on the MVLC SharePoint site such as software wish-list, problem resolutions, and known issues.
Works with technical staff to configure the ticketing system, evaluate its effectiveness, and recommend improvements.
Actively promotes the sharing of technical information within Central Site and to the MVLC community.
Works with the Collaborative Services Librarian to ensure that member libraries’ needs and interests are addressed within network communications. 
Leverages library experience and public service orientation to improve consulting services and contribute to MVLC’s strategic vision. 
Cooperates and communicates with coworkers, vendors, and members of the MVLC community.
Develops proficiency in the basic use and understanding of the major systems at MVLC, including but not limited to the Symphony Integrated Library System, Enterprise Online Catalog, Office 365 Email system, SharePoint, KitKeeper, Safari online databases, and OverDrive Digital Catalog.
Assists in the development of support material for the ILS, Enterprise OPAC, Email, Sharepoint, KitKeeper, and the OverDrive Digital Catalog.
Creates and maintains email accounts and relevant MVLC mailing lists.
Participates in relevant user group and committee meetings.
Handles special projects and other duties as assigned.

Qualifications

ALA accredited MLS
Proven customer service orientation
Positive attitude and flexibility
Excellent oral, written, and interpersonal communication skills
Demonstrated analytical and problem-solving skills
Ability to multi-task and prioritize work
Willingness to collaborate with colleagues and learn on the job 
At least two years of public library experience
At least two years of technical experience with automated systems or databases
Competence working in PC environment
Experience with Helpdesk coordination with ticketing software
Knowledge of HTML, CSS and other Web design tools desirable

Full/Part Time

Full Time

Education

MLS/Masters

Salary

$48,452 - $64,899

Closing Date

When Filled

How to Apply

email your resume and cover letter to Eric Graham, Executive Director egraham@mvlcstaff.org

Posted

2020-01-07 |  Quick link to this job