Technology Services Specialist – American University – Washington, DC

Summary/Objective:

Assists with managing the day-to-day operations of the Technology Services Desk and the collections of instructional technologies and AV equipment available for loan.  Helps coordinate the large format and poster printing service, the 3-D printing and scanning service, public copying/scanning services, as well as maintaining the microfilm collection.  Manages the library’s Maker Space collection and engages in technical troubleshooting for supported equipment.  The incumbent also develops technology-related resource guides and instructional programming for the Makerspace service.  Aids the Technology Services Coordinator in editing and maintaining content for a significant portion of the library’s website dedicated to user services.  Manages the Technology Services student staff, including hiring, scheduling, training, coaching, evaluating, organizing and delegating daily work. The incumbent collaborates with the Technology Services Coordinator and the Reserves unit to ensure successful operations of a combined services desk. In addition, this position works with the Access Services Program Analyst to provide technical support to the Access Services Division on library-related technology.  This position responds directly to user-generated inquiries by utilizing email, chat and telephone.

Work Environment:

  • This position reports directly to Technology Services Coordinator
  • The incumbent has supervisory responsibility of up to 20 part time student assistants
  • The Technology Services Desk, headed by the Technology Services Coordinator, is a subunit of the Access Services Division
  • This position is primarily responsible for the operation of the Technology Services Desk and supervision of staff in the Coordinator’s absence
  • The services of this department are open 7 days per week for 103 hours per week during the fall and spring semesters
  • The work schedule is variable and may primarily be evenings and weekends

Position Type/Expected Hours of Work:

  • 35-Nonexempt
  • Specialist A

Salary Range:

  • $21.22 – $22.81/hr

Required Education and Experience:

  • Bachelor’s degree or an equivalent in training or experience
  • At least three years customer service experience; managing/supervising; working with cash transactions; in a library or related customer service environment and experience working with a team to complete common objectives
  • Intermediate Microsoft Office suite
  • Basic computing/web editing skills required
  • Ability to handle multiple priorities
  • Excellent interpersonal and oral communications skills
  • Accuracy to attention and detail
  • Ability to recognize and resolve problems
  • Ability to work with minimal supervision after initial training
  • Ability to communicate effectively in writing

Preferred Education and Experience:

  • Experience with high volume copiers, laptops and technological equipment highly desirable
  • Prior experience troubleshooting technology or working with 3D printing and CAD based design system
  • Prior experience working with consumer-level audio/visual equipment
  • Conflict resolution experience
  • Familiarity with a library circulation system

Additional Eligibility Qualifications:

  • Hiring offers for this position are contingent on the successful completion of a background check

For more information and to apply, click here.

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