Member Services Support Associate, North of Boston Library Exchange; NOBLE; Danvers

Member Services Support Associate, North of Boston Library Exchange (NOBLE) (Danvers)

The Member Services Support Associate is a team-oriented individual providing high-quality customer support to NOBLE member library staff and assisting the NOBLE training program.

• Communicates with and provides quality customer service to Member libraries.
• Acts as primary Help Desk coordinator by receiving, evaluating, referring and/or resolving telephone, in-person, and electronic support requests. Escalates unresolved problems to the appropriate NOBLE support staff.
• Provides tier-one support to Member libraries for NOBLE-provided services, with a focus on circulation and holds, Google Workspace, and electronic resources; keeps library staff informed of status; and maintains records. Performs routine batch updates to items, patrons, and records.
• Handles library staff account management in Evergreen, Google Workspace, Over Drive, and other NOBLE-provided services.
• Works with the Commonwealth Catalog to resolve problems, open tickets, provide information and update users as needed.
• Maintains a thorough knowledge of the Evergreen system and participates in basic training, implementation and troubleshooting.
• Assists with software improvements by testing new features, bug fixes and releases.
• In coordination with the Member Services Manager, produces and distributes documentation for library staff and updates the Staff Information System.
• Contributes to the Evergreen community, including bug reporting, bug testing, documentation, and participation in virtual community events.
• Upholds the policies of NOBLE.

• Analyzes trends in support requests to assess the effectiveness of recommended workflows and identify areas for further training and/or documentation.
• Serves as a liaison to library circulation departments, consulting on settings and making changes as needed. Attends Circulation Roundtable and Resource Sharing Working Group meetings.
• Performs special projects and other related duties as required, directed, or as the situation dictates.

• Four-year college degree or equivalent experience.
• Minimum of three years related experience.
• Experience working with a library management system.
• Familiarity with Google Workspace applications (Docs, Sheets, Slides, Forms, etc.).
• Proven customer service skills and orientation.
• Strong technology skills.
• Proven ability to work as a member of a team.
• Ability to be self-motivated, to exercise initiative and independent judgment, to solve problems with minimal assistance, and to prioritize tasks in a busy support environment.
• Excellent written and verbal communication skills. Able to effectively present information one-on-one or in a small group.
• Strong organizational skills and attention to detail.

• At least three years working in a library environment.
• Experience working with the Evergreen Integrated Library System.
• Familiarity with Word Press or other content management systems.

Full Time

BA/BS

$52,322.00- $63,658.00/year

02/07/2026

Please send a cover letter and resume to employment by Friday, February 6.

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