Technology & Research Support Specialist, Montana State University

By IS Lab March 5, 2021

Montana State University

Team members in LRS, comprised of library faculty and classified staff, provide instruction and access to information in support of the research needs of MSU constituents and the citizens of Montana. The Computer Support Specialist I (known internally as a Technology & Research Support Specialist) reports to the Service Desk Program Manager as well as the LRS Department Head.

In tandem with a team of LRS classified staff, the person in this role supervises LRS student employees and participates in oversight of the Library Service Desk and building operations. As one of two Technology and Research Support Specialists, this position coordinates LRS’s Technology Services program (https://www.lib.montana.edu/services/tech-help/). This includes providing support for public computers and assistance with information resources, technologies for checkout, software & hardware support, etc.

We are seeking an individual with technology experience, strong customer service skills, and who enjoys a dynamic and busy work environment. The person in the role must have the ability to troubleshoot and solve technical problems. The successful candidate will effectively share with and learn from LRS coworkers in order to provide evolving and effective library services.

The anticipated regular hours of this position are Monday-Friday, 9 am-6 pm, with an opportunity to discuss slight adjustments to regular working hours, dependent on the needs and demands of the LRS department. The successful candidate must have the ability to flex their schedule to meet occasional vacation and sick leave demands of the department as well as seasonal changes to library building hours.

Job Responsibilities

  • Troubleshoot computer, software, hardware, and technology-related issues.
  • Instruct users on the use of software, hardware, and library equipment through one-on-one point-of-need instruction, create guides and handouts, and participate in training sessions and outreach events.
  • Provide basic research assistance to library users, answer general inquiries, and make appropriate referrals in-person and remotely via phone, chat, email, and SMS.
  • Provide instructional technology support for LRS’s instructional services program.
  • Assist in the creation and maintenance of metrics and statistics for tracking usage of various library technologies, classrooms, and other services.
  • Supervise LRS student employees.
  • Check library material in and out, renew materials, collect fines and monies for cash printing, and register patrons.
  • Assist with library opening or closing as needed.
  • Serve on library committees and working groups.
  • Other duties as assigned to assist with support for the Library/UIT Public Computing project as well as general library operations and fulfillment of LRS mission, goals, and objectives.

Job Qualifications

Required:

  • Two years of relevant post-secondary education plus two years of full-time (or part-time equivalent) relevant computer and technology experience or an equivalent combination of relevant education and experience.
  • Proven hardware and software troubleshooting skills.
  • Desire to learn new things, live with constant change, and proactively contribute to the growth of departmental services.
  • Excellent time-management, planning, and organizational skills, and the ability to multi-task.
  • Ability to work independently with little supervision, take initiative, anticipate problems, and solve issues in a timely manner.
  • Ability to adapt to organizational, procedural, policy, and technological changes.
  • Demonstrate an aptitude and interest in learning and providing intermediate level research assistance with library resources and databases.
  • Ability to work in a customer service and team environment and develop and maintain productive, collaborative relations.
  • Enthusiasm for working in a fast-paced academic environment.
  • Have excellent interpersonal, oral, and written communication skills.
  • Appropriately handle confidential information in a university setting.
  • Have the ability to adapt to organizational, procedural, policy and technological changes.
  • Demonstrate a commitment to facilitating student success.
  • Exhibit creativity, enthusiasm, flexibility, critical thinking, and initiative.
  • Demonstrate aptitude and interest in learning new technologies as needed.
  • Demonstrate the ability to adapt to organizational, procedural, policy, and technological changes.
  • Show enthusiasm for working in a fast-paced academic environment.
  • Be able to work in a noisy environment with constant interruptions.

Preferred:

  • Previous experience working in higher education.
  • Previous experience working in a library in a public services role.
  • Ability to instruct and train users in computer software, peripherals, and technical equipment.
  • Experience working with technologies such as digital cameras, microphones, projectors, or large format printers.

Screening of applications will begin on March 24, 2021; however, applications will continue to be accepted until an adequate applicant pool has been established.

To apply for this job please visit www.glassdoor.com.