Montclair State University

Library Technical Support Specialist

US-NJ-Montclair
2 months ago
ID
2017-1699
# of Openings
1
Category
Sprague Library

Overview

Under the direction of the Dean of Library Services, the Technical Support Specialist will be responsible for the day to day technical operations of the Harry A. Sprague Library.  This includes but is not limited to hands-on technical support for the computer workstations, bookscans, printers and application configuration.  In addition, the Technical Support Specialist will be key to supporting specialized applications and databases such as Faronics and the WorldShare Management System.  As the library utilizes mediated spaces throughout the building, he/she will proactively check for operability of projectors, smartboards and screens.  Working alongside the Division of Information Technology (IT), he/she will review standard images being distributed through the department and will assist IT with distribution of machines through the department.

Responsibilities

MAJOR DUTIES AND RESPONSIBILITIES:

  • Creation, distribution and maintain a Windows and Mac image for computers that are identified as being primarily supported.  This includes but is not limited to reference computers, secondary staff workstations, lab computers and loaner machines.
  • Make modifications (additions, moves, deletions) of computer workstations in Active Directory.
  • Perform “Cradle to Grave” incident resolution for hardware and software issues.
  • In conjunction with Technical Support Services staff, provide support for Faculty and Staff primary machines when necessary.
  • Install, configure and maintain Book Scanners, Microform ScanPro, Smartboards, and Printers utilized within the Harry A. Sprague Library.
  • Identify and resolve technical, networking, printing and audio-visual issues.
  • Escalate issues through the proper support channels and ensure that issues get resolved on a timely basis.
  • Proactively check and maintain all network printers and MFD devices to ensure operability to minimize any downtime in the department.
  • Configure, distribute and support the Faronics application throughout the specialized teaching labs located in the Library.
  • Assist Interlibrary Loan Librarian with the support of the Library’s current software, OCLC Tipasa.
  • Proactively maintain and support the integrated library system that performs Circulation, Reserves, Acquisitions and Cataloging modules in cooperation with appropriate Library personnel.
  • Implement and provide ongoing support of Harry A. Sprague Library Kiosks used by the public.
  • Deliver end-user technical training, documentation and knowledge transfer for Library specific applications and hardware.
  • Recognize recurring issues and escalate as appropriate.
  • Provide support for peripheral equipment utilized by the department.
  • Make recommendations of new and/or replacement of hardware for the Technology Request Fund or during the budget call.
  • Coordinate distribution and tracking of equipment purchased for the Harry A. Sprague Library.
  • Organize and track technical supplies such as but not limited to toner, fusers, iPads.
  • Attend monthly Academic Area Technology Meetings held by the Division of Information Technology and provide a narrative to Library Services of future changes.
  • Setup and support proprietary services and equipment for special events, meetings and demonstrations.
  • Assigns work to students and part-time employees as required.
  • Maintains technical manuals and documentation for all specialized hardware and applications.
  • Work with Financial Services Assistant to maintain current inventory of all equipment.
  • Assist Library staff with graphic design and related projects.
  • Perform other duties as assigned.

The above statements reflect the general details considered necessary to describe the principal functions of the job as identified, and shall not be considered as a detailed description of all work requirements that may be inherent in the position.

Qualifications

  • Bachelor's Degree with at least three (3) years related experience or equivalent; or five to seven (5-7) years related experience; or equivalent combination of education and experience.
  • Experience working in a library setting, a plus.
  • Must have experience creating and distributing images using Microsoft Deployment Toolkit (MDT), Symantec Ghost or other enterprise tools.
  • Must have hands-on experience managing and troubleshooting Windows 7 and Mac OS X operating systems in an enterprise environment.
  • Working knowledge and experience of installing and troubleshooting a broad range of applications on desktops and laptops including peripherals on Win7 workstations.
  • Must have understanding of Windows domain structure, Active Directory, Terminal Services, remote control support, NTFS and file level permissions.
  • Knowledge and understanding of remote technologies.
  • Working knowledge of Computer Networks and connectivity (LAN/WAN/TCP). A general understanding of the IT architectures (including Web, Databases and Active Directory).
  • Working knowledge of MS Office Suite.
  • Experience using Service Now or other Incident Management Ticketing System.
  • Experience supporting users with rich media enabled classroom technology
  • Ability to work evenings or weekends on as per needed basis.
  • Demonstrate commitment to high quality customer service.
  • Maintains integrity and confidentiality of all aspects of the Division of Information Technology.
  • Ability to propose, discuss and evaluate potential solutions, workarounds and resolutions with customers.
  • Ability to apply logical thinking to resolving complex support requests and system faults.
  • Ability to prioritize activities in line with SLAs and work to agreed deadlines.
  • Ability to build customer confidence of systems through simple explanation and demonstration resolution of incident using remote support.
  • Ability to motivate, lead and coach/supervise students in a desktop support role.
  • Ability to prepare clear and detailed correspondence and speak in public.
  • Ability to represent the university at conferences, seminars or meetings.
  • Ability to lift 40lbs or more.

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