Library Technology Service Specialist

About the role

The Houston Public Library seeks an energetic, customer service-oriented individual to provide quality customer service and technology-focused instruction to a diverse customer base for TECHLink. TECHLink locations are technology centers and makerspaces that provide access to state-of-the-art equipment for content creation and building new skills.

Responsibilities

• Provide one-on-one or small groups instruction on 3D printing, laser cutting, digitization, scanning, custom embroidery, robotics, virtual reality headsets, digital artistry, and other technologies.
• Guide customers in video production activities including recording and editing video; using green screen technology and teleprompters; and multiple microphone setups.
• Assist customers in music production, recording vocals, live and virtual instruments, mixing and editing digital audio, and creating streaming media content.
• Assist customers with registering for equipment use and workshops.
• Interact with customers to determine how TECHLink might serve their needs.
• Gather or collect information to generate reports, activity logs, etc.
• Process data entry activities to update and verify TECHLink customer records.
• Promote and assist with innovative library services and programming.
• Troubleshoot and resolve moderately complex problems, complaints and/or requests.
• Assist with deploying and configuring various software, technologies and equipment.
• Conduct outreaches to promote technologies and services offered at community and library events.
• Work evening and weekend (Saturday and/or Sunday) hours as needed to ensure adequate coverage for service operations.

Requirements

• High school diploma or a GED.
• Two (2) years customer service experience working in an environment involving providing or supporting technology services.

Preferences

• Proficient computer skills working with both hardware and software.
• Proficiency in Microsoft Office and Web2 Technology.
• Experience with user focused technologies including 3-D Printing, Embroidery machines, laser cutters, Video/music production, and digital artistry.
• Experience working with people of diverse backgrounds.
• Ability to communicate effectively orally and in writing.
• Strong interpersonal skills and the ability to collaborate with others.
• Experience working with children and families.
• Fluency in a foreign language is highly preferred.

Working Conditions

Position requires stooping and bending; lifting of library up to 20 pounds. Must be able to move freely throughout the workspace. Moderate analytic ability is required in applying guidelines, policies, and in adapting standard methods to fit facts and conditions. Must be able to effectively communicate orally and in writing.

Pay

Pay grade: 13. Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.

Schedule

Monday - Saturday 8:00 am - 8:00 pm (varies), subject to change. Work evening and weekend (Saturday and/or Sunday) hours as needed to ensure adequate coverage for service operations.