Lehigh University Library and Computing Assistant in Bethlehem, Pennsylvania

Summary:

The Library and Computing Assistant will be responsible for providing assistance to users of computing, information, libraries, telecommunications, networked resourcesand online systems at the Help Desk. The person in this position will serve as a first point of contact, providing support and referrals for users ofLibrary and Technology Services systems and services. The person in this position will work occasional evenings and weekends.

Accountabilities:

  1. Provides Help Desk services to Lehigh users of computing and library reference services
  2. Responds to walk up, phone, online, and email inquiries
  3. Assists clients with questions about computer hardware, software, telecommunications, networking, computing facilities and computing policies and procedures
  4. Answers questions about library databases, library research and information searching, library facilities and services, and library policies and procedures
  5. Refers questions to other units or specialists as appropriate
  6. Participates in documenting Help Desk use and client satisfaction
  7. Provides in-depth and specialized computing and library support
  8. Assists faculty, staff and students one-on-one or in small groups
  9. Provides informal or formal training
  10. Supports the planning, management, and evaluation of services and facilities
  11. Participates in designing, testing, and troubleshooting new systems
  12. Tracks trends in problem reports and questions
  13. Provides feedback to library or computing technical staff on user and staff experiences with systems
  14. Prepares technical documentation, user guides, and instructions in online and printed format
  15. Contributes to general operations of facilities and equipment at or near the Help Desk
  16. Designs signs and maintains equipment and supplies
  17. Learns new skills and knowledge that are needed to provide Help Desk service
  18. Attends training offered by Library and Technology Services at Lehigh, and in the region
  19. Initiates self study of systems, services, technologies, databases, and research tools that are supported by the Help Desk
  20. Supports special populations of clients who have affiliations with Lehigh, including prospective students, newly admitted students, parents of students and other groups
  21. Assists clients who have questions about Lehigh, the services they can receive, and how they can use services
  22. Provides referral to other departments when appropriate; contacts other departments on behalf of the client if necessary to make sure the issue is handled efficiently
  23. Assists clients with questions about access to services

Qualifications:

  1. High school diploma is required
  2. Bachelor's Degree or in Computing, Library Science or related degree preferred
  3. One to three years related work experience
  4. Excellent communication and interpersonal skills
  5. Solid analytical and problem solving skills, ability to work independently
  6. Solid computer skills with experience with business software (word processing, spreadsheet, database, presentation), standard consumer operating systems (MacOS, iOS, Windows), and a range of devices (desktop, laptop/tablet, smartphones)
  7. Successful completion of standard background checks including but not limited to: social security verification, education verification, national criminal background checks, motor vehicle checks, PATCH, FBI fingerprinting, Child Abuse Clearance and credit history based upon the requirements of the position

Special Considerations:

  • Variable shift; primarily daytime hours; Monday through Friday with these exceptions; one weekday evening shift every other week; six weekend shifts every semester
  • Periods of high volume/workload may be required

Position Number: S76110

Title: Library and Computing Assistant

Department: LTS Client Services

Category: Technical

Job Family: Information Technology

Posting Date: 07/17/2017

FTE: 100%

Grade and Hiring Minimum: 8-37.5; $39,590 Salary commensurate with experience and qualifications. Salary adjustments for internal candidates comply with University policy. For more information contact Human Resources.

Required Documents Message: Cover Letter, Resume