Information Technology Specialist

The Library IT Specialist will provide high-quality assistance and knowledgeable IT support to library users and staff, assisting with the management and maintenance of library computers, devices and electronic equipment.

The role involves performing technical troubleshooting of the library computing environment and collaborating with Library and IT department colleagues to support infrastructure and systems. Reports to the Associate University Librarian for Technology and Technical Services, with work coordinated by the Senior Library IT Specialist.

Job Responsibilities

Support

• Provide technical assistance to Library staff, students, and faculty, and assist the Senior Library IT Specialist in areas such as computing, printing, scanning, media streaming, video capture services, and the use of productivity software.
• Deliver high-quality support services by following IT service management best practices.
• Resolve IT issues and requests reported by the AUS community, providing both hands-on support and assistance.
• Ensure timely resolution and minimal impact on operations by prioritizing requests and incidents.

IT Management

• Install, configure, and maintain library computer hardware, software, peripheral equipment, and supplies.
• Manage and support endpoint devices (Windows & Mac) and support desktop and application virtualization.
• Support IT Services by following ITIL service management practices and frameworks.
• Troubleshoot and resolve technical issues involving productivity tools, operating systems, hardware, software, academic services, local networks (wired & wireless), video conferencing and collaboration tools, video streaming, digital technologies, lecture capture, Google Workspace, Office 365, and other academic technologies.

Teamwork

• Deliver high-quality services in collaboration with the Library Technology Group and the University’s ICT department staff to help support infrastructure in the Library.

Training

• Train, supervise, and evaluate student assistants in the Library.
• Assist with developing and delivering IT training and workshops as needed.

Documentation and Analysis

• Ensure procedures are documented, updated, and publicized to appropriate audiences.
• Create and maintain a library technology and IT support knowledge base and documentation.

Qualifications and Skills Required

• Bachelor’s degree in related field
• IT certifications in related technologies (e.g., ITIL, ServiceNow, MCSE, SCCM, AWS, Azure, Apple ACSP, Intune, Jamf, Network+, A+).
• Minimum of One year of relevant experience in a similar function/role.
• Proven experience with automated desktop deployment solutions.
• Demonstrated knowledge of MS Windows Operating Systems, macOS, MS Office Suite, Linux, SSH/SFTP applications, LAN hardware and software, PC hardware, printers (hardware and software), and scanners.
• Excellent written and oral communication skills in English.
• Robust knowledge of library-specific technologies (RFID, self-checkout systems, optical barcode scanners, library management systems) and educational technology products.
• Knowledge of digitization technologies and multimedia equipment.
• Advanced knowledge of Windows, macOS, and Linux operating systems.
• Ability to work collaboratively within a team and effectively with faculty, staff, and students on the use of technology.
• Exceptional customer service skills.
• Strong problem-solving and analytical skills.
• Working knowledge of project management.
• Ability to effectively prioritize and execute tasks in a high-demand environment.
• Ability to adapt to change and demonstrate strong critical-thinking skills.
• Ability to maintain strict confidentiality.
• Willingness to work flexible hours.
• Knowledge of cloud computing, IoT, AI, and big data analytics.

Preferred Qualifications and Skills

• Customer service or help desk experience in a fast-paced environment.
• Strong experience in Higher Education and/or Library IT Support functions.
• Knowledge and experience with the following technologies: ServiceNow, Google Workspace, and Microsoft.