E-Resources Tech Support Analyst

Essential Duties

• Contributes to the management of the Library's electronic resources, including establishing and maintaining access, customizing and updating electronic holdings, checking links, and performing record maintenance.
• Troubleshoots and resolves access issues for e-resources and performs maintenance activities that contribute to their discovery and access, including link resolvers, EZProxy/SAML, and metadata.
• Contributes to the planning and implementation of assigned projects related to electronic resource management, accessibility, and licensing.
• Contributes to the documentation of workflow processes and reports.
• Assists with the management of metadata related to electronic resource licenses.
• Assists with processes related to accessibility testing and documentation. 
• Other duties as assigned.

Minimum Qualifications

Bachelor's degree in technology or related field; OR,Four years experience providing information technology services; OR,Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.Certificates from recognized programs that indicate mastery of tools and techniques relevant to the assignment may substitute for up to six months of experience.

Desired Qualifications

• Experience working in an academic, research, or public library system.
• Experience with integrated library systems and discovery platforms such as Ex Libris’ Alma and Primo.
• Experience working with online catalogs, relational databases, or information retrieval systems.
• Experience using a variety of technology tools (e.g. ticketing systems, cross browser testing platforms such as Browser Stack) to answer customer questions and troubleshoot issues, as related to electronic resources.
• Experience with developing written documentation and/or workflows.
• Experience providing quality service to a diverse customer base.
• Evidence of effective  communication, teamwork, organizational, and analytical skills.
• Demonstrated knowledge with accessibility principles such as Web Content Accessibility Guidelines and Universal Design.

Working Environment

• Activities are performed in an environmentally controlled office setting subject to extended periodsof sitting or standing
• Exposure to dust and other airborne materials
• Will use a computer terminal for the majority of the day 
• This position has the ability to use teleconferencing and productivity software proficiently and participate in regular assessments of position performance.