Library Resources Support Specialist, Systems Support
Job Details
Library Resources Support Specialist, Systems Support
Job ID: 296597
Location: Kennesaw, Georgia
Full/Part Time: Full Time
Regular/Temporary: Regular
About Us
Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia. We offer more than 190 undergraduate, graduate, and doctoral degrees to empower over 50,000 students to become thought leaders, lifelong learners, and informed global citizens. Our entrepreneurial spirit, high-impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university's vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice. We are part of the University System of Georgia. We are searching for talented people to join Kennesaw State University in our vision. Come Take Flight at KSU!
Location
(Primary Location for Job Responsibilities) Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144.
Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.
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
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