Technical Training Associate

General Purpose: Under general supervision, provides customer service, assistance and support in the use of library technologies; assists in the resolution of minor computer and software issues; provides training assistance to staff and customers in technology use; assists in the planning and facilitation of classes and programs related to library technology; and serves as the first line of service between the branch departments and the IS department.

Primary Duties & Responsibilities:

• Teaches pre-defined computer classes and/or develops and creates new classes on topics relevant to customer needs and expectations; surveys the computer class to gain suggestions for future courses; researches topics and simplifies them for better understanding and easier teaching; formats and develops information into concise handout form; maintains logs and records of class; compiles and maintains statistics and data of computer classes; performs tutoring lessons and provides instruction on how to read and understand the material being presented; prepares and plans for tutoring sessions; prints and organizes lesson materials, reviews lessons, checks assignments, and grades papers.
• Troubleshoots with computers, peripherals, servers, and other technology equipment
• Ensures equipment is in proper working order; creates and tracks work orders and their completion; creates labels and signs as requested.
• Monitors teen center and its activities in order to ensure that the environment is safe and inviting to others
• Interacts with teens and assists them with technology, reference, and circulation questions
• Plans classes, events and programs for teens
• Researches and orders collections for the teen center and facilitates events and programs
• Restarts operating systems if computers go down.
• Performs circulation desk duties as needed such as checking out materials and registers customers for new library cards
• Transfers phone calls and takes messages
• Accepts money and makes change
• Searches for lost books and assists with copy machines
• Uses Sirsi system to update customer accounts and responds to questions
• Performs other duties as assigned or required

Depending on area of Assignment:

• Greets and directs customers
• Assigns customers to a computer and monitors time usage
• Explains computer use policy and Internet wait time and assists with the print procure, which includes the purchase and refilling of print cards and releasing documents at the print station
• Assists customers on computers with minor computer issues such as printing, e-mail, and Internet issues or questions.
• Conducts one-on-one sessions with customers assisting them with creating e-mail accounts and other basic functions of the computer
• Assists customers with the use of printers, print card machine and other peripheral equipment
• Handles petty cash when selling headphones
• Operates and monitors PQAdmin system that monitors customer computer time usage

Education and Experience:

• Associates Degree in Computer Science, Information Technology, or related field, and three years of work experience providing technology related customer service, support, and assistance to a diverse customer base OR an equivalent combination of education and experience.

Required Knowledge of:

• Customer service skills, customer service standards and procedures
• Client and server based Integrated Library System
• Knowledge in troubleshooting technology-related equipment
• Computer systems, databases, and software

Required Skill In:

• Interacting with a diverse background
• Troubleshooting technology-related equipment problems
• Working with Internet based e-mail
• Keeping accurate records
• Problem solving and decision-making
• Facilitates scheduled events as needed
• Good time management skills
• Responding to inquiries and in effective oral and written communication
• Establishing and maintaining effective working relationships with Library staff, and the general public

Physical Demands / Work Environment:

• Work is performed in a standard library environment
• Subject to sitting, standing, walking, reaching, and lifting of objects up to 25 pounds
• Must be able to work a flexible schedule including Sundays

Job Type: Full-time

Pay: $43,477.00 - $49,920.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Technical support: 3 years (Preferred)

Ability to Commute:

• Detroit, MI 48202 (Required)

Ability to Relocate:

• Detroit, MI 48202: Relocate before starting work (Required)

Work Location: In person

Salary : $43,477 - $49,920