Library Service and Technology Guide - Tier 2

Job Description

Performs professional library duties and provides on-site technical assistance in order to provide and maintain timely and effective customer service to Library customers.

Library Services is seeking Library Service & Technology Guides to provide in-person, front-line customer service in Hillsborough County public libraries. Library Service & Technology Guides are part of the library's Customer Service & Instruction Team, which helps library customers find books and materials, access technology and digital resources, and use computers and mobile devices. Positions within this team also create, present, and facilitate library programs and instruction for all ages.

Bilingual skills (speaking and writing proficiency in English and Spanish) are highly desirable.

Multiple positions in the Library's Public Services Division, Support Services Division, and Brand Innovation Section may be filled with this announcement.

Starting Salary: $39,312 - $51,105

Core Competencies:

• Customer Commitment
  - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity
  - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence
  - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork
  - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Duties and Responsibilities:

Provides front-line customer service assistance via phone, email or in person to internal and external customers. Provides direction, promotion of and instruction in accessing and using the library's automated circulation system, computerized databases, library related software, e-book and digital magazine platforms, general office equipment.

Manages customer accounts, including Library card registration, fines and fees within the integrated library system.

Performs troubleshooting and instruction on a variety of hardware, software and general office equipment. Maintains digital literacy awareness and education.

Manages meeting rooms, study rooms and computer usage.

Maintains accurate records, inventory list, and cataloging acquisitions.

Ensures that items in the collection are properly preserved and make recommendations related to preservation and display needs.

Updates library catalog records related to the items in the collection including digital images of the work.

Conceptualizes, plans and organizes displays and exhibitions.

Maintains knowledge of and practices adherence to library and county policies and procedures, rules and practices.

Assumes in-charge responsibilities for routine daily operations of an agency, building and grounds as assigned.

Executes performance management duties to include but not limited to: training, coaching, documenting and evaluating performance of subordinate staff.

Creates class content for new instructional programs.

Delivers training classes and one on one instruction to library users and fellow staff members.

Performs other related duties as required.

Job Specifications:

Knowledge of computer hardware, software, Microsoft products, varying office equipment. Knowledge of library filing and classification systems. Accurately sort, file, and/or retrieve material using alphabetical, numerical and chronological systems. Knowledge of library services policies and procedures. Knowledge of accessing and using the library's automated circulation system, computerized databases, related software, e-book and digital magazine platform. Knowledge of the basic operation, maintenance and troubleshooting of library automated systems and personal computers.

Ability to communicate effectively, both orally and in writing. Ability to multi-task, organize, and prioritize. Ability to plan, prepare and deliver lessons and instructional materials that facilitate active learning. Ability to be self-motivated and embrace change. Ability to display patience,…