Technology Support Technician
- Employer
- Fayetteville State University
- Location
- Fayetteville, NC
View more
- Administrative Jobs
- Academic Affairs, Research Staff & Technicians, Institutional & Business Affairs, Clerical & Administrative Support, Technology, IT Support & Training
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
Technology Support Technician
Working Title::Library Technology Support Technician
Position Number::001568
Full-time or Part-time::Full Time
Time Limited Position::No
Number of Vacancies::1
Department::Library Services
Posting Number::0402306
SHRA/EHRA::SHRA
Job Category::Technical
Hiring Range::$47,771.00 - $53,079.00
Overall Position Competency::Journey
Description of primary duties and responsibilities::Primary Purpose of the Organizational Unit:
The mission of the Charles Waddell Chesnutt Library is to support the University in its educational, research and cultural endeavors through careful selection, acquisition, organization, and interpretation of information resources. In addition, the Chesnutt Library assumes its special role as a major cultural resource for the community and the region at large.
Primary Purpose of the Position:
This position is needed to inform and advise the students, other members of the university community or any other library user, on technology (especially library technology) topics. Troubleshooting is a service that is this position also delivers is both support and instruction. This is because end user issues and technical problems, even if separate issues, are not immediately distinguishable from the technology user’s understanding of her/his situation. In addition the position will provide instruction to individuals / groups on the use of library technology (i.e. laptops, computers, 3D printing, Podcasting, Virtual Reality and other technology maker space services provided by the library)The position supports the IT Librarian in maintaining library equipment and is the first responder to technical problems within the library as well as by telephone, email, chat, video calls (i.e. MS Teams / Zoom) . Maintaining the equipment entails setup, maintenance, troubleshooting, inventory, and safe disposal of devices bearing potentially restricted data. Since Library Technology is a rapidly changing field there is an inherent component of flexibility and continuous training and improvement required of this position. Consequently, the description below is both subject to change and should be understood as a minimal rather than exhaustive listing.
Please Note: Working hours are Monday – Thursday 1:00 pm to 10:00 pm.Sunday 11:00 am 8 pm or Friday 8:00 am 5:00 pm depending upon weekend rotations.
Duties and Responsibilities
30%-Troubleshooting and Preventative Maintenance: Troubleshoots problems which may subsequently be resolved as hardware, application, network application, network or user issues or some combination of issues. This requires a high degree of critical thinking as well as broad based library IT knowledge. Ensures production / deployment deadlines are met. Performing preventative and proactive maintenance on all library owned IT items. Including, but not limited to, desktops, laptops scanners, monitors, desktop printers and label writers. Performing perpetual and periodic inventory procedures on the same. Evaluates technology and makes recommendations to the IT Librarian, and Library Director
25%-Public Service and Help desk duties. Including responding to faculty, staff and student inquiries via phone, email, chat and video call application (MS Teams / Zoom) as well as responding in person to any questions in the building that pertains to the library and library resources, including tickets from the ITTS/ Remedy Force system as it pertain to library technology and questions and concerns of faculty and other library staff members. Includes library services desks (i.e. circulation, reference and media center) as needed.
20%-Instructs, trains, and assists patrons in the use of the library’s applications and technology applications, products and services. This includes technology in media center and archives (i.e. 3d printing, scanning, virtual reality, podcasting, audio/video format conversion and other maker space related technology) This includes the development of tutorials and other instructional resources. Develops, and maintains public facing tutorials on Library website/ libguides.
10%-Deploys new technology and technology related services as directed by the IT Librarian or Library Director to spaces within the library.
5%-Maintains awareness of knowledge, standards and new technology and other IT related technologies that are used or may be deployed within the library
5%-Liaison’s with other areas of the Library and University-so as to keep such areas informed of Library Tech Services activities and needs. Includes adequately documenting Remedy Force ticketing system. Attends ITTS client services meetings
5%-Assists the IT Librarian with backend support of the Library’s ILS (OCLC WMS) system (i.e. patron uploads, ftp uploads, and staff/student role management)
Associate degree equivalency coursework in computer science and one year experience working in computer science related field. Additional coursework in computer or information technology may be substituted year for year for the required experience.
Knowledge skills and abilities::Planning and Organizing- Works independently supporting technology in the library, media center and the library lab(s). Demonstrates ability to organize projects and follow complex/detailed technical procedures. Attends ITTS client services meetings and serves on library or UNC System committees as needed/directed.
Project Management- Manages assigned technical projects involving library technology and technology related services. Provides and develops recommendations to problems and improvements to library services and technical capabilities.
Technical Knowledge- Demonstrates working knowledge of technology principles and best practices for technology and technology related services deployed within the library and areas of responsibility. Demonstrates ability to apply a broad working knowledge of technology of computer hardware, application, network application, networked applications. Demonstrates the ability to explains and instruct library staff and student on the use library’s deployed technology resources.
Technical Solution Development- Serves as a technical resource for instruction on technology related resources and basic solutions to clients. Instructs users on the basic use of collections and the library services in general. Proactively provides assistance to patrons. Documents and recommends solutions to solve or proactive resolve potential users problems/issues. Demonstrates ability to resolve routine problems based on existing documentation/training/resources. Ability to solicit relevant information from client in order to sufficiently describe non-routine problems to technical expert. and effectively communicate solution to client.
Technical Support: Independently resolves routine and some non- routine problems through standard troubleshooting procedures. Performs routine diagnostics and related preventative maintenance measures on assigned software and/or hardware according to standard operating procedures. Demonstrates ability to document solutions that solve client problems and to clearly present these solutions. Demonstrates knowledge of library technology and technology services and the ability to integrate this knowledge in identifying problems and/or solutions.
Consultancy Skills- Determines client needs to resolve technical problems and ensure user satisfaction.
A Bachelor’s Degree is preferred.
Special Instructions to Applicants::Please Note: Working hours are Monday – Thursday 1:00 pm to 10:00 pm.Sunday 11:00 am 8 pm or Friday 8:00 am 5:00 pm depending upon weekend rotations.
Notice to Applicants:Please make sure that the work history listed on your application is identical to the work history listed on your resume. The application must be filled out completely, Do Not Use the phrase “see resume.”
Please list at least three (3) professional references to include a current supervisor. References will only be contact if you are selected for the position and with your permission.
06/18/2023
Open Until Filled::No
Other Information:If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.
EEO Statement::This position is subject to the successful completion of an employment background check. An employment background check includes a criminal background check, employment verification, reference checks, license verification (if applicable), academic verification and credit history check (if applicable).
Fayetteville State University is committed to equality of educational opportunity and employment and does not discriminate against applicants, students, or employees based on race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, genetic information or veteran status. Moreover, Fayetteville State University values diversity and actively seeks to recruit talented students, faculty, and staff from diverse backgrounds.
Fayetteville State University is a VEVRAA Federal Contractor and seeks priority referrals of protected veterans for our openings.
Quick Link:Organization
Working at Fayetteville State University
Fayetteville State University (FSU) is a member of the prestigious University of North Carolina System. Situated in southeastern North Carolina, FSU prides itself in being in one of the most diverse cities in the country and neighbor to one of the nation’s largest military installations – Fort Bragg.
FSU has a rich history that serves as genesis for its current status as a leading institution of higher learning. A year after the Civil War ended, the Phillips School provided primary education to Fayetteville’s black citizens, and the Sumner School provided intermediate education for this population. The two schools were consolidated in 1869 and dedicated in April of that year as the Howard School, in honor of the Freedman’s Bureau chief General O.O. Howard. Seven prominent African-American men pooled $136 to purchase two lots for the first building that housed the Howard School. Robert Harris was named the first principal of the Howard School.
In 1877, the Howard School became not just the first public normal school for African Americans in North Carolina but also the first state-sponsored institution for the education of African-American teachers in the South. It was renamed the State Colored Normal School in Fayetteville that year, Fayetteville State Teachers College in 1939, Fayetteville State College in 1963, and Fayetteville State University in 1969.
While FSU’s roots are as a teacher education institution, it now offers nearly 70 degrees at the baccalaureate, masters and doctoral levels. Many of the programs are accredited by the top agencies. The university’s School of Business and Economics is endorsed by the Association to Advance Collegiate Schools of Business (AACSB). AACSB is one of the most prestigious and rigorous accrediting bodies for business programs in higher education. Currently, less than one-third of U.S. business programs and only 15% of the world's business programs have earned AACSB accreditation. Receipt of this distinguished accreditation provides evidence that FSU’s School of Business and Economics has established itself as a leader among business schools. Additionally, the Master of Business Administration program has been cited by U.S. News and World Report and The Princeton Review as one of the best graduate business school programs in the country. The Department of Criminal Justice is accredited by the Academy of Criminal Justice Sciences (ACJS). FSU’s criminal justice program is the only such program in North Carolina to hold ACJS certification.
FSU is rapidly becoming a center for research and technology. In spring 2010, the university, in conjunction with the University of North Carolina at Pembroke, cut the ribbon on the Southeastern North Carolina Regional Microanalytical and Imaging Center. The center is home to the electron microprobe, an advanced imaging tool that magnifies objects up to 300,000 times.
FSU is a partner in the community. The institution has formulated a strong relationship with the local municipality and with civic and social organizations in the area. The institution enjoys its partnership with its military neighbors. In the coming years, as a result of Base Realignment
and Closure (BRAC), Fort Bragg will be home to more than 50,000 soldiers and some of the nation’s top military brass. To address their educational needs, FSU has implemented a degree in intelligence studies with plans to offer more academic programs with the military in mind.
Students who come to FSU know they will be learning in a nurturing environment from some of the top scholars in their respective fields. As they matriculate, they know their degrees will prepare them to be 21st century global scholars, change agents, and contributing members of society.
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