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Temporary Customer Support Specialist, Merrimack Valley Library Consortium (North Andover)

The Temporary Customer Support Specialist is a team-oriented individual, responsible for assisting the Collaborative Services Librarian in providing high-quality member support and consulting services to MVLC libraries. In addition to managing the MVLC Helpdesk/ticketing system, the Temporary Customer Support Specialist plays a key role in network communications and project-based administrative support. 

The Temporary Customer Support Specialist reports to the Collaborative Services Librarian. This is a three-month position expected to be available from May-July 2021. 

Duties and Responsibilities 

    -Member Support and Outreach 

    -Helpdesk coordination:  

    -Serves as the first point of contact for member library staff, addressing questions and concerns via phone, email, and in person. 

    -Manages the Helpdesk ticketing system, ensuring MVLC agents respond and resolve tickets in a timely fashion and that behavior complies with the MVLC Customer Service Policy and Helpdesk Best Practices. 

    -Provides after-hours phone coverage on nights and weekends on a rotating basis. 

    Communication & Outreach:  

    -Communicates effectively with coworkers and members of the MVLC community. 

    -Updates the member library-facing and staff-facing SharePoint site, ensuring that links remain active and documentation current. 

    -Ensures that committee and user group minutes are posted to the SharePoint site when released. 

    -Serves as a backup to the eContent Librarian to compile and send bi-weekly communications to the member libraries. 

    -Add/edit event listings in MVLC’s events calendar (Assabet Interactive). 

    Project-based Administrative Support: 

    -Provide administrative support to the Collaborative Services Librarian for the following annual initiatives:  

    -Updating member library summer reading list pages in the Online Public Access Catalog (OPAC). 

    -Compiling Fiscal Year 2021 statistical information to support member libraries with their submissions to the Annual Report Information Survey (ARIS) and Financial Report. 

    -Conduct annual review of Office 365 accounts assigned to each member library to identify changes, additions, or deletions. 

    -Conduct annual review of mailing lists hosted by MVLC on behalf of member libraries to identify changes, additions, or deletions. 

    -Conduct annual review of library-specific SharePoint pages to ensure accuracy of staff listings, library hours, and contact information.  

    -Updating MVLC Committee pages in SharePoint to reflect annual change in meeting schedules and committee leadership. 

The Customer Support Specialist performs other relevant duties as assigned. 


    -BA/BS required; ALA accredited MLS/MLIS or equivalent a plus 

    -Strong customer service skills 

    -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; experience at a circulation desk and managing interlibrary loan preferred 

    -Competence working in PC environment 

    -At least two years of experience with automated systems or databases; experience with SirsiDynix Symphony preferred 

Work Environment 
General office environment with air conditioning and fluorescent lighting. The noise level in the work environment varies.  Moderate levels of stress may occur. 
Physical Demands 
May spend extended periods at workstations performing tasks requiring eye-hand coordination, finger dexterity, and extensive keyboarding and viewing of computer screens.  Requires ability to access, input, and retrieve information from a computer.  Answer telephones and maintain multiple files.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Full/Part Time





$23.88/hour to $26.52/hour

Closing Date


How to Apply

Cover letter, resume and 3 references should be sent to Kristin Slater, Acting Executive Director, at PDF format preferred.


2021-04-06 |  Quick link to this job