Library Resources Support Specialist, Systems Support

Library Resources Support Specialist, Systems Support

Job ID: 296597
Location: Kennesaw, Georgia
Full/Part Time: Full Time
Regular/Temporary: Regular

Job Summary

Responsible for support and maintenance of library applications and systems. Works closely with third-party vendors and various departments within the university to configure, support, upgrade, test, troubleshoot, document, and provide training for library applications. Maintains the internal communications lines for the Resource Strategy and Management Unit and serves as first-line troubleshooting for internal tickets.

Responsibilities

KEY RESPONSIBILITIES:

1. Provides support and maintenance of library applications, including but not limited to configuration, security settings, problem resolution, monitoring, testing, troubleshooting, documenting, and providing end-user training
2. Works closely with multiple internal teams across disparate groups to resolve client support issues
3. Understands customer requests and provides support for units across the library as well as library users
4. Update and resolve service requests and tickets in a timely and professional manner
5. Escalates issues to members of Resource Strategy and Management, University Information Technology Services, library employees, and vendors as appropriate
6. Collaborates closely with project managers to provide updates on project progress and communicate issues that may impact project success
7. Contributes to the development of best practices and standard operating procedures within the Resource Strategy and Management Unit.

Required Qualifications

Educational Requirements
High School diploma or equivalent

Required Experience
Two (2) years of related experience

Preferred Qualifications

Preferred Educational Qualifications
Advanced degree from an accredited institution of higher education in a related field

Preferred Experience
Experience in higher education
Experience in libraries
Experience installing and supporting cloud based and on-premises enterprise applications

Knowledge, Skills, & Abilities

ABILITIES
Able to handle multiple tasks or projects at one time meeting assigned deadlines

KNOWLEDGE
Knowledge installing and supporting cloud based and on-premises enterprise applications

SKILLS
Strong communication and interpersonal skills with a focus on customer service and the ability to communicate technical concepts to non-technology staff
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Proficient with computer applications and programs associated with the position (i.e. Microsoft Windows, Mac OS, Microsoft Office 365 suite and other business applications)
Strong attention to detail and follow up skills
Strong customer service skills and phone and e-mail etiquette

Other Information

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel

Background Check

Standard + Enhanced

Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.