Library Information Technology Analyst

Position Summary: 

Administer the library’s technology systems and provide excellent customer service throughout the library. Create and implement technology solutions to address the operational needs of the library. Evaluate information systems, applications, and hardware from various perspectives, including through user feedback, and implement solutions to optimize productivity and effectiveness, and protect sensitive/confidential information. Plan, implement, and manage technology projects and processes for all library activities, providing professional support to staff and patrons. Perform technology related tasks in the onboarding and offboarding of library employees, apply updates and patches to workstation and server systems, and analyze current and potential information systems for optimization. Coordinate activities with Washington County Cooperative Library Services, other city departments, outside agencies, vendors, and the public. Develops, implements, and instructs library programs focused on Science, Technology, Engineering, and Mathematics (STEM).

QUALIFICATIONS: 
• Any combination of education and experience that would likely provide the required
knowledge, skills, and abilities in the Position Description is qualifying. A typical way to
obtain the required qualifications would be:
• Education: A Bachelor’s degree in computer science, information services, or a closely
related field.
AND
• Experience: Two (2) years information technology experience including performing
system administration; providing support for multiple operating systems including
Windows, macOS, Android, and iOS; working in a ticketing system or knowledgebase; and
utilizing scripting and/or technology to resolve problems and develop projects.
• Experience: Experience providing customer service and/or information technology
experience in a library with an integrated library system (ILS) preferred.

SPECIAL REQUIREMENTS: 

• MS-102 Microsoft 365 Administrator certification required within one (1) year of employment.

Key Distinguishing Characteristics: 

Work activities for this position involve specialist knowledge within the assigned subject matter area. Work situations require the use of judgment in the evaluation of facts and circumstances to respond appropriately, develop programs/services, and schedule/prioritize work activities within the limits of standard practice, procedures, and/or policies.

Knowledge, Skills and Abilities Required:

Knowledge of:

• Modern office equipment and systems analysis and design practices.
• Industry-standard computers, mobile devices, and peripheral hardware.
• Standard operating systems including Microsoft Windows, macOS, iOS, Android, and Linux.
• Advanced knowledge of software, hardware and systems maintenance and support methods.
• Relevant networking and data security and integrity principles.
• Principles, practices, and techniques of advanced computer troubleshooting.
• Project management principles and practices.
• Business domain data, content, and process.
• Disaster recovery concepts, plans, auditing, and playbooks.
• Basic library operations, activities, principles, and procedures.
• Business arithmetic and basic principles of mathematics.
• Alpha/numeric filing systems.
• Standard office procedures, practices and equipment.
• Occupational hazards and standard safety practices. 

Skill in:

• Administering, analyzing and configuring software, hardware, databases and systems.
• Providing both in-person and remote technical support.
• Identifying, troubleshooting, debugging and resolving issues.
• Researching, recommending and implementing solutions.
• Testing system software for upgrades or implementation.
• Maintaining systems security and data integrity.
• Technical writing including documenting processes, workflows and procedures.
• Prioritizing and handling customer requests in person and via a ticketing system.
• Preparing and providing user training.
• Coordinating with vendors for resource requirements.
• Monitoring and ensuring quality of services provided.
• Preparing and maintaining reports and technical documentation of assigned area.
• Promoting a culture of teamwork and communication by working in collaboration and treating
coworkers with respect and dignity and maintaining an open mind to diverse voices and ideas.

Ability to:
• Ability to exercise tact, initiative, and good judgment.
• Work independently with minimal direct supervision while working as part of a team.
• Prioritize, organize, oversee and coordinate activities.
• Multi-task, pay attention to detail, and learn new tasks.
• Provide positive and effective customer service while responding to and resolving questions and concerns from the public.
• Maintain data integrity and confidentiality while providing IT support, perform data gathering and
generate reports and correspondence.
• Support users leveraging Microsoft 365 services.
• Troubleshoot hardware and software issues.
• Make quick and accurate computations.
• Communicate effectively with people from diverse backgrounds, including youth, families, nonEnglish speakers, volunteers, and coworkers.
• Deescalate and resolve situations related to technology issues and patron complaints.
• Understand and follow oral and/or written policies, procedures, and instructions.
• Recordkeeping and writing instructions using proper English, spelling and grammar.
• Work evenings and weekends as scheduled. 

Examples of Duties – Essential Functions: 

The following tasks are typical for this classification. Any single position may not perform all of these tasks and/or may perform similar related tasks not listed here:
• Monitor operating performance of and maintain systems and applications, ensuring effective operation, security, and data integrity.
• Provide technical support and implementation of systems, hardware, software, and technology processes, workflows and procedures for Library of Things.
• Configure, support and repair Library of Things materials, including hotspots, kindles, laptops, and Chromebooks.
• Develop scripts and other automation for routine tasks such as running reports, routing tickets, and software installation and configuration.
• Perform data management and data security functions including user access, licensing, documentation, backups/retrievals, system protocols, clearing history/cache, performing maintenance/reset of devices upon patron return, etc.
• Coordinate technology installations, maintenance, service outages, and changes in collaboration with internal/external partners.
• Oversee library hardware and/or software planning and replacement in coordination with the supervisor and in collaboration with city and county technology teams. Manage configuration, maintenance, updates, testing and installation of hardware and software.
• Research and review system capabilities and limitations, as well as emerging technology and systems, make recommendations and implement, or plan and coordinate the implementation of, solutions.
• Configure, operate, instructs others in the use of, and troubleshoot IT equipment, including switches, routers, servers, physical network infrastructure, and backup systems.
• Create and maintain current documentation for networks and systems, including the documentation of problems, processes, and solutions.
• Configure, test, and monitor local backups of critical systems.
• Develop and prepare reports, files, procedures, and customizations of existing applications and reports such as circulation and data usage.
• Configure, operate, train others in the use of, and troubleshoot various office equipment including telephones, computers, printers, audiovisual systems, copiers, cash registers, Radio Frequency Identification (RFID) devices, self-checkout stations, and security gates.
• Configure, operate, instruct others to use, and troubleshoot STEM technology in the Drake Learning Center including 3D printers, laser cutters, and Internet of Things devices.
• Develop pilot programs for new services that enhance and support library STEM offerings and foster a community of makers.
• Create, lead, curate, and continually refine the curriculum and materials for basic and advanced technology classes. This includes developing special device configurations, handouts, checklists, syllabi, safety materials, supporting slide decks, and online resources.
• Develop and implement training to staff, volunteers and library users in utilizing library technology, including computers, software, e-books/readers, and various specialized library software and equipment.
• Assist in the overall safety of the library and its premises, including monitoring patron behavior. May act as person in charge.
• As assigned, assist in preparing the library for daily operations opening, closing, processing of reports related to cashiering, library materials, patron databases.
• As assigned, assist with patron registration and circulation tasks, resolve issues or complaints, or refer to others when appropriate.
• Provide excellent customer service and general information regarding library procedures and programs to patrons.
• Direct basic reference and technology instruction in online library services and print materials or refer to others when appropriate.
• Participate in departmental, City and county library sub-committees as assigned.
• Work independently in assigned areas and exercise good judgment in library operations.
• Perform various professional tasks in support of general library operations, the library, and staff technology needs.
• Cultivate an environment where diversity of thought and background is valued; fostering positive, cooperative, and team-oriented relationships with supervisors, co-workers, city personnel, the Washington County Cooperative Library Services (WCCLS) team, and the general public on an ongoing basis.
• Coordinate system installations, support, updates with internal customers, network, server, and database administrators, desktop support staff, and vendors.
• Contribute to a positive work environment; maintain effective and cooperative working relationships with those encountered in the performance of duties including employees, elected officials, other organizations, and the public.
• Follow all safety rules and procedures for work areas.
• Maintain regular, predictable attendance and punctuality.
• Perform other directly related duties consistent with the role and function of the classification.