Public Services Specialist, Circulation and Help Desk - Trinity College. This is a part-time (15 hour/week) academic
year position (September – May). The Public Services Specialist works
under the supervision of the Public Services Lead to ensure that members
of the Trinity community receive seamless IT technical support and
access to materials in the library’s online and physical collection and
receive fast and accurate answers to questions. Performs a variety of
public services and technical tasks, with an emphasis on public
services. Works collaboratively with staff throughout Information
Services.
Duties and Responsibilities: Provides excellent,
friendly service both to college constituencies and IS staff. Answers
questions about policies and services. Assists the public with
technology help, the library catalog, databases, and equipment;
troubleshoots problems; and reports issues. Manages and coordinates
urgent and complicated support issues. Processes Information Services
tickets, client and patron requests, interlibrary loan, and reserves.
Drives service analytics and develops strategies for improvement.
Oversees technology help documentation to ensure top quality solutions
are available. Inventories materials and equipment and maintains proper
order of stacks through periodic inspections. Supervises and delivers
training to student workers. Models excellent customer service to
student workers. Develops and monitors strategies to provide excellent
technology support for campus constituencies, and ensure that phone,
email, and web requests are appropriately handled. Opens and closes the
building as assigned. Monitors building activities and works with Campus
Safety and maintenance staff when problems arise. Other duties as
assigned.
Note: work schedule will consist of weekday hours between 8am-5pm.
Minimum Qualifications: One year of college and one
year of library, IT or customer service experience, or an equivalent
combination of experience and education; customer service-oriented; can
work both independently and collaboratively; flexible in dealing with
change; excellent communication, organizational and interpersonal
skills; strong interest in technology and comfortable learning to
troubleshoot technical issues; ability to problem solve; positive and
collaborative attitude.
Preferred Qualifications: Academic IT and/or library
experience. Experience with Microsoft Office products. Basic knowledge
of various versions of Windows and Mac operating systems.
Physical Demands: Able to bend, lift, reach, and push
heavy book trucks; lift boxes and computing equipment up to 40 lbs.
To Apply: Apply online at https://trincoll.peopleadmin.com/postings/1780
