Performs professional library duties and provides on-site technical assistance in order to provide and maintain timely and effective customer service to Library customers.
Library Services is seeking Library Service & Technology Guides to provide in-person, front-line customer service in Hillsborough County libraries. Library Service & Technology Guides are part of the library’s Customer Service & Instruction Team, which helps library customers ﬁnd books and materials, access technology and digital resources, and use computers and mobile devices. Positions within this team also create, present, and facilitate library programs and instruction for all ages.
Bilingual skills (speaking and writing proficiency in English and Spanish) are highly desirable.
Multiple positions in the Library’s Public Services Division, Support Services Division, and Brand Innovation Section may be filled with this announcement.
- Customer Commitment - Proactively seeks to understand the needs of the customer and provide the highest standards of service.
- Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
- Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
- Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational excellence.
Duties and Responsibilities
Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
- Provides front-line customer service assistance via phone, email or in person to internal and external customers. Provides direction, promotion of and instruction in accessing and using the Library's automated circulation system, computerized databases, library related software, e-book and digital magazine platforms and general office equipment.
- Manages customer accounts, including Library card registration, fines and fees within the integrated library system.
- Performs troubleshooting and instruction on a variety of hardware, software and general office equipment. Maintains digital literacy awareness and education.
- Manages meeting rooms, study rooms and computer usage.
- Maintains accurate records, inventory list, and cataloging acquisitions.
- Ensures that items in the collection are properly preserved and make recommendations related to preservation and display needs.
- Updates library catalog records related to the items in the collection including digital images of the work.
- Conceptualizes, plans and organizes displays and exhibitions.
- Maintains knowledge of and practices adherence to library and county policies and procedures, rules and practices.
- Assumes in-charge responsibilities for routine daily operations of an agency, building and grounds as assigned.
- Executes performance management duties to include but not limited to; training, coaching, documenting and evaluating performance of subordinate staff members.
- Performs other related duties as required.
- Knowledge of computer hardware, software, Microsoft products, varying office equipment.
- Knowledge of library filing and classification systems. Accurately sort, file, and/or retrieve material using alphabetical, numerical and chronological systems.
- Knowledge of Library services policies and procedures.
- Knowledge of accessing and using the Library's automated circulation system, computerized databases, related software, e-book and digital magazine platform.
- Knowledge of the basic operation, maintenance and troubleshooting of library automated systems and personal computers.
- Ability to communicate effectively both orally and in writing.
- Ability to multi-task, organize, and prioritize.
- Ability to plan, prepare and deliver lessons and instructional materials that facilitate active learning.
- Ability to be self-motivated and embrace change.
- Ability to display patience, tact, flexibility, creativity, poise, and a positive attitude while serving customers in a busy setting.
- Must be able to lift, pull, stand, bend, kneel, sit, stoop, crouch, balance or handle materials weighing up to 50 pounds.
- Must be able to bend and kneel.
- Must be able to stand, sit and walk for extended periods of time.
Medium Work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Emergency Management Responsibilities
In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee's department, the County's Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.
Additional Job Requirements
A department, depending on the nature of its mission and operations, may require employees in all or certain positions in this job classification to:
- Maintain the ability to pass the background checks required for the position. These background checks may include but are not limited to:
- Criminal History Background check using Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services (CJIS)
- Level 1 and Level 2 background screening (Ch. 435 Florida Statutes)
- Child Abuse, Abandonment and Neglect Record Check using the State Automated Child Welfare Information System (SACWIS)
- Sex Offender and Sexual Predator record check using the list maintained by the Florida Department of Law Enforcement (FDLE)
- Possess the necessary job related license(s) or certification(s) that may include possession of a Florida Driver's License (Class E) or an applicable Commercial Driver's License (CDL).
Some of the library branches are designated by the US Department of State as Passport Acceptance Facilities, and incumbents in certain positions in this classification function as Passport Acceptance Agents, in addition to their regular library duties in those branches. To be selected and authorized to serve as a passport acceptance agent in such branches, the candidate/employee must be a US citizen or a US National, and 18 years of age or older; AND
Must not have a record of either: (a) A Federal or State felony conviction; or (b) A misdemeanor conviction for crimes involving moral turpitude or breach of trust, including but not limited to embezzlement, identity theft, misappropriation, document fraud, drug offenses, or dishonesty in carrying out a responsibility involving pubic trust.
Training and Certification: Employees selected to be passport acceptance agents will be trained to apply procedures and practices as detailed in the guidance provided by the US Department of State, and must pass the certification examination and maintain an annual re-certification.