Help Desk Jobs in Roy, UT (NOW HIRING)

WAGE: $31.34 - $47.01

DEPARTMENT: Library

PERSONNEL STATUS: Full Time

BENEFITS: Health, Dental, Vision, Retirement, 401k match, Sick/Vacation, Life Insurance, Short-term Disability, Accident, Critical Illness; Parental Leave; Maternity Leave

The Weber County Library seeks a dedicated, energetic individual who recognizes that the successful intersection of service and technology access is what the public library is all about.  We are looking for the person who can apply their technology skills and knowledge in a public services context, helping to make a significant difference in people's lives. If you have excellent communication skills, enjoy working front-line customer service, and have an appreciation for the library and its role in a thriving community, apply today. This position is on-site only and may be filled at any Weber County Library location. 

JOB OVERVIEW:

As a member of the library's supervisory team, under the supervision of the branch manager, this employee provides daily front-line customer service at a public service desk, answering ready reference and readers' advisory questions, performing collection support tasks and circulation transactions, and directly guiding and instructing patrons and staff accessing library technology resources. This employee provides reliable and responsive help-desk level technology support to employees and patrons in the resolution of building technology/hardware/software questions and issues, and maintains meeting venue technology. They perform scheduled updates to technology equipment, such as mobile lab devices and employee workstations; and learn/maintain Makerspace equipment and its operation.

ESSENTIAL FUNCTIONS:

Work regularly at a public service desk, providing ready reference, referral, and readers' advisory services to patrons of all ages, in person, over the telephone, and online; complete core library work including collection support tasks and circulation transactions; participate in programs and events as presenter or support staff

Arrange meeting venues to accommodate requests for seating, breakout spaces, and other amenities

Provide technology setup, access, and support during community and Library events, ensuring all A/V equipment and systems function properly

Instruct the public and library employees in operation and use of technology resources/software and equipment: public computers, online public access catalogs, scanner/fax, microfilm, automated checkout, software applications, personal devices, Makerspace equipment, and WIFI access

Provide technology instruction, both one-on-one and during formal, small-group classes, adjusting level of instruction to meet skill/ability/knowledge of participants

Create instructional materials and guides to assist patrons and staff in utilizing technology resources effectively

Coordinate ongoing technology maintenance plans for hardware and software resources, including employee computers, material handling systems, laptops, and programming-related mobile devices

Perform scheduled updates and upgrades to technology equipment to ensure optimal performance and security

Provide front-line support for hardware and software resources, material handling systems, public computers, employee computers, laptops, A/V technologies, employee and public printing, self-checkouts, and scanner/fax devices

Operate, maintain, and support creative computing and specialized technology-related programming and resources

Provide one-on-one instruction for creative computing and specialized technology-related programming and resources

Perform basic troubleshooting of technical problems, and log and resolve or refer problems using support ticket system

Maintain an inventory of building equipment available for employee and public use such as mobile computer labs, A/V cables used in meeting rooms, laptops for building use, microphones, assistive listening devices, etc.

Provide access to basic assistive technologies, where appropriate, to ensure that all users have equitable access to technology

Preserve the safety, appearance, and condition of library facilities and property

Any one position may not include all of the duties listed, nor do the listed examples include all duties which may be found in positions of this class. Applicants must be prepared to demonstrate the ability to perform the essential functions of the job with or without reasonable accommodation.

SUPERVISORY RESPONSIBILITIES:

Coordinate training, supervise workflow responsibilities, and verify performance results to facilitate a competent workforce made up of support employees to achieve and deliver superior library service

EDUCATION/EXPERIENCE:

Education: Bachelor's degree from an accredited university in applied computer science, electrical engineering, or other technology-related field, or an equivalent combination of education and experience that provides the required knowledge and abilities for the position

Experience: At least three years' progressively responsible experience working in a public-facing, customer service environment, preferably face to face, providing computer or technology-related services

KNOWLEDGE, SKILLS, AND ABILITIES (KSA):

Knowledge of: Working knowledge of a variety of operating systems such as Windows, Android, iOS, and OSX. Expertise in all Microsoft Office applications and their components. High level of familiarity with current web applications such as search engines, email interfaces, social media, and eBook and eAudio applications/commonly used devices. Understanding of the relationships and responsibilities of library divisions and buildings. Understanding of library mission and roles, and the general role of public libraries within a community.

Skills and Abilities to: Excellent customer service skills. Ability to work effectively in a team environment and a willingness to fully participate in the standard daily responsibilities required to operate a branch library. Ability to apply general rules to specific problems to produce logical and effective solutions. Ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Ability to exhibit good judgment according to a formalist system of ethics and establish a cordial and effective working relationship with the public, colleagues, Board members, and County officials. Ability to implement Library Board policies and administrative procedures.

YOUR SPECIAL QUALIFICATIONS:

Availability for morning, afternoon, evening, weekend, and some holiday shifts 

Remote work not authorized

Pre-employment drug screening and criminal background check required

Engage with high-risk populations

Preference given for fluency in more than one language

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is regularly required to walk, stand, sit, talk, hear, crouch, crawl, balance, reach, stoop, and kneel.  Must use hands and fingers to operate a computer.  The employee is regularly required to lift up to twenty-five pounds, and occasionally up to fifty pounds.  The employee must be able to remove library materials from shelves at a maximum height of six feet and push library carts weighing up to 175 pounds.  Must be able to move about the work area, talk clearly with customers, and hear customer responses.  Must have excellent close vision and good distance vision, peripheral vision, depth perception, and ability to adjust focus. 

WORK ENVIRONMENT AND SCHEDULE:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee regularly works indoors in a library public service environment. 

Employees must be able to work rotating shifts (seven days a week) and flexible hours (morning, afternoon, evening, and holiday hours) when the library is open.  All employees will work up to two evenings per week and will alternate weekend shifts with the other employees in their division. Employees will also work holiday hours of equal proportion to those of other employees in their division.