Data and Technology Specialist

Performs routine (journey-level) consultative services and technical assistance work. This position within the Reader Services department of the Talking Book Program supports library-focused services for patrons who have visual, physical, and reading disabilities. Responsibilities include technical support and training on library software and equipment to TBP staff, technical and research support for data audits, data collection, reporting and special projects, and library service and technical support to patrons. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment.

Essential Tasks

• Provide technical guidance and support to Reader Services staff for library software, equipment, and adaptive technology.
• Research and resolve patron problems, concerns, and complaints regarding library software, equipment, and general library services.
• Assist with data collection, audits, reporting, and retention.
• Assist with library software testing and troubleshooting.
• Contribute to the creation and revision of departmental processes and procedures.
• Perform other duties and participate in special projects as assigned.
• Attend work regularly in accordance with agency leave and attendance policies.
• Comply with all applicable agency policies and procedures.

Other Tasks Special projects may include, but are not limited to, serving on committees, assisting other TBP staff in specific projects, or representing the division at public awareness events, professional conferences, etc.

• Bachelor's degree from an accredited 4-year institution. Substitution: an associate degree and two years of work experience in library or customer service environment; or high school diploma or GED and four years of experience in library or customer service environment.
• Two years of experience providing service to the public.
• Experience providing technical support by telephone or email.
• Experience taking or making calls in a customer service environment.
• Experience using a computer for word-processing, email, internet searching, and database management or data analysis in an office environment.
• Experience using an integrated library system (ILS) or other automated records system or database to update and retrieve information., * Experience in data analysis and reporting.
• Experience working in a talking book program library, and/or other experience working with persons with disabilities.
• Experience with adaptive devices and technology for the print impaired population, including screen reader software.
• Experience using and/or troubleshooting smart devices and apps.
• Fluency in Spanish, with ability to converse with patrons and to discuss books effectively in Spanish.
• Braille proficiency.

Knowledge Skills and Abilities

• Knowledge of books and general public reading interests, with personal interest in reading and ability to discuss books effectively.
• Knowledge of office procedures and of spelling, grammar, punctuation, and arithmetic.
• Skill in the use of a computer and applicable software.
• Ability to creatively problem-solve, negotiate, and handle stressful situations in a positive manner.
• Ability to handle complaints and resolve problems with tact and diplomacy.
• Ability to communicate and interact effectively with members of the public and colleagues, both orally and in writing.
• Ability to analyze, evaluate, and interpret print, electronic and handwritten communication.
• Ability to complete assignments accurately and with attention to detail.
• Ability to work independently and collaboratively in a team-based environment.
• Ability to organize and plan work assignments to ensure daily deadlines are met.
• Ability to review, edit and develop documents, spreadsheets, and reports.

Environmental/Physical Conditions Normal office work environment. May have exposure to dust and environmental allergens consistent with normal business activities and human contact. Mostly sedentary in nature sitting at a desk for extended periods of time but may involve moving; standing; pulling and pushing; kneeling, stooping and bending; and safely moving items weighing up to 30 pounds. Work involves extensive telephone usage in a call center environment wearing telephone headsets with earpieces and mouthpieces, and repetitive motions while operating the computer. Normal cognitive abilities including the ability to learn, recall, and apply certain practices and policies.