Job: Customer Service Tech, LLD

General Information
Position:
Customer Service Tech, LLD

Number position available:
1

Compensation:
$16.75 hourly

Job Category:
Technical Services

ALA:
Position DOES NOT require a Master's degree from an ALA accredited program.

Description:

SUMMARY:
Under general supervision, performs a variety of public service duties involving technology and computers and assisting the public with their technological needs.

ESSENTIAL FUNCTIONS:
This class specification lists the major duties and requirements of the job and is not all-inclusive. Incumbent(s) may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.

Technology

  • Introduces, assists, and trains customers in general use of library computer resources.
  • Monitors computer stations and offers assistance to library customers.
  • Interprets requests from customers to initially determine requirements.
  • Provides information as to the basic operation of public access computers, software programs, online catalog, remote access to Library's services, online databases, Internet, email and downloadable media.
  • Assists customers with accessing information and databases and with saving, printing, and attaching files in various formats.
  • Responds to inquiries from customers relating to computer operation; performs basic troubleshooting routines on public computers, laptops and other devices including resolution of printing problems, loose connections, and rebooting systems as required; reports the need for more extensive maintenance or repair.
  • Maintains current awareness of and familiarity with new software programs, electronic resources, computer equipment and downloadable media.
  • Explains training options and opportunities and assists customers in locating, accessing and using information provided through electronic resources; provides prepared materials, as appropriate, to guide customers in the use of electronic resources available in location and through remote access; assists customers registering for classes and programs. 
  • Plans and conducts training programs in specialized subject areas as assigned, based on community needs.
  • Tracks, maintains and reports on any range of information or statistics as required.

Customer Service

  • Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment.
  • Assists customers with discovery of library materials, library equipment and library resources.
  • Responds to basic information inquiries from customers by utilizing appropriate electronic or print sources; seeks assistance for more complex search strategies or for selection of additional resources, as required.
  • Assists customers with questions regarding Library Account(s).

Library Activities

  • Utilizes automated library systems and other library equipment.
  • Updates computer records as needed.
  • Interacts via phone, email, or in person with internal and external customers, district-wide staff and management, and outside agencies.
  • Operates general office equipment, to include but not limited to: copy machine, computers, scanners, telephone, and facsimile machine; instructs customers as necessary.

Office Administration

  • Assists Manager in gathering data and statistics for monthly reports and other projects.
  • Maintains clean organized environment.
  • Cleans areas as required.
  •  Reports service issues and maintain logs.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


Required Knowledge and Skills:
Required Knowledge:

  • Computers, computer software, downloadable media
  • Public library methods and practices.
  • Record keeping principles and methods.
  • Library District, Department, and Circulation Department policies and procedures.
  • Standard office practices and procedures, including filing and the operation of standard office equipment.
  • Correct business English, including spelling, grammar and punctuation.
  • Techniques for dealing with the public, in person and over the telephone.

Required Skills:

  • Computer and technology literate.
  • Instruct others in how to use computers and technology.
  • Perform basic arithmetic computations.
  • Understand and follow oral and written instructions.
  • Communicate clearly and concisely, both orally and in writing.
  • Interpret, apply and explain applicable codes and regulations.
  • Maintain accurate records and files.
  • Organize own work, set priorities and meet critical deadlines.
  • Use tact, discretion and prudence in dealing with those contacted in the course of the work.
  • Contribute effectively to the accomplishment of team or work unit goals, objectives and activities.
  • Establish and maintain effective working relationships with those contacted in the course of the work.

SUPERVISION RECEIVED AND EXERCISED:
Under General Supervision - Incumbents at this level are given assignments and objectives that are governed by specifically outlined work methods and a  sequence of steps, which are explained in general terms. The responsibility for achieving the work objectives, however, rests with a superior. Immediate supervision  is not consistent, but checks are integrated into work processes and/or reviews are frequent enough to ensure compliance with instructions.

PHYSICAL/MENTAL REQUIREMENTS:
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mobility to work in an office setting, use standard office equipment and stamina to sit and stand for extended periods of time; strength to lift and carry up to 30 pounds; vision to read printed materials; and hearing and speech to communicate in person or over the telephone. Incumbent must have the ability to bend, reach, stoop, and push.

WORKING ENVIRONMENT:
Work is performed in a library setting.


Education:

Education and Experience:
High School Diploma/GED; AND two (2) years of customer service experience and computer competency; OR an equivalent combination of education, training and experience as determined by Human Resources.

Required Certificates, Licenses, and Registrations:
None.


Multilingual:
N/A

Job open date:
05-05-2022

Application deadline:
05-19-2022

Apply at:
https://ocls.info/jobs

Additional information
Library Type:
  • Public Libraries

Job Type:
Full-time

Job Location

Physical address where the job position is located.

Job Place:
Orange County Library System

Job Location:
Central Florida

Address:
101 E. Central Blvd.

City:
Orlando

Zip:
32810

County:
Orange


Institution Information
Institution Name :
Orange County Library System

Address:
101 E. Central Blvd.

City:
Orlando

State:
FL

Zip:
32810

Contact Information / How to apply
Contact Name:
Jo Charles

Contact Email:
charles.jo@ocls.info

Contact Phone:
4078357610

Contact Fax:

How to apply

Please visit our website at https://ocls.info/jobs to apply.


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