Primarily responsible for assisting students, faculty and staff with software application assistance and training; coordinating the library’s electronic journal and database access; and managing all aspects of campus printers, copiers, scanners, and fax machines.

Duties and Responsibilities 

• Create and maintain up-to-date and easily accessible knowledge base of frequently-asked-questions for students, faculty and staff.
• Manage the library’s electronic journal and database access.
• Coordinate staffing of the Library/Information Services help desk particularly during peak student traffic hours.
• Provide training for students, faculty, and staff on popular computer programs and applications, either in organized group sessions or individually by appointment.
• Maintain statistics of the number of classes held, number of students, faculty and staff helped each month, and feedback on effectiveness of services provided.
• Manage all aspects of campus printers, copiers, scanners, and fax machines including supplies, coordination of maintenance, usage reports, replacement cycle, vendor relationships, allocation of printer fleet, and long-range planning.  
• Provide support for the effective operation of Curry computer lab and other computer labs across campus as assigned.
• Provide high quality customer service as demonstrated by courteous, prompt and accurate communication. Follow-up immediately on any displeased internal customers: students, faculty, and staff.
• Work closely with IS staff to troubleshoot technical issues.
• Provide assistance to the Associate Director for Educational Technology as needed.
• Other responsibilities as requested or assigned by the Library Director or Information Services Director.

Supervision

• Hire, train, supervise, and evaluate student help desk workers.

Knowledge, Skills, and Abilities