Description

Position Summary:

The Virtual Services Coordinator plays a vital role in the oversight, enhancement, maintenance, and migration of digital assets within the library environment. Responsible for orchestrating the migration of legacy websites to contemporary, secure, and PCI compliant web-content management systems. Also responsible for website administration, implementation of assigned software solutions such as Teams and SharePoint, cybersecurity, and strategic migration planning.

Essential Duties:

1. Website management responsibilities:

• Ensures website security and compliance with industry standards;
• Monitors and address security vulnerabilities promptly;
• Establishes and test backup and disaster recovery plans;
• Manages website infrastructure for compatibility and performance optimization;
• Coordinates website development and migration projects;
• Provides technical support and troubleshooting;
• Manages domain registrations and SSL certificates;
• Collaborates on website layout and design;
• Facilitates content management and updates;
• Conducts SEO audits and usability improvements;
• Implements and maintain web analytics tools;
• Collaborates with content creators on content strategy;
• Stays updated on industry trends and technologies.

2. Software management responsibilities:

• Develops and maintain Microsoft 365 solutions, including Teams, SharePoint, and workflows;
• Ensures compatibility, performance, and security across Microsoft 365 environments;
• Provides user support, manage content updates, and enforce compliance standards;
• Backups, tests, and maintains disaster recovery plans for Office 365;
• Collaborates cross-functionally to implement solutions aligned with organizational objectives;
• Plans and execute migrations or upgrades within the Microsoft 365 ecosystem;
• Monitors analytics to identify usage patterns and areas for improvement;
• Governs permissions, access controls, and integrations effectively;
• Manages other assigned software solutions within the environment;
• Stays updated on industry trends and technologies.

3. Help-desk customer service responsibilities:

• Provides excellent customer service to include assisting customers and library staff with computer issues;
• Assists other CSC staff members, as needed;
• Provides after-hours support for in-person and virtual library programs on an as-needed basis;
• Provides after-hours support for library technology on an as-needed, on-call basis.

4. Ticket management and reporting responsibilities:

• Opens, monitors, maintains, and successfully closes staff help desk tickets as well as vendor service tickets;
• Prepares reports and statistics regarding staff help desk tickets;
• Implements self-service portals or knowledge base for issue resolution.

5. Documentation and training responsibilities:

• Monitors and maintain change logs for assigned systems;
• Develops and maintain documentation for assigned systems;
• Develops responses to assigned audit questions;
• Periodically reviews and updates training materials;
• Develops and maintains staff training materials for assigned systems to include creating interactive training modules as requested;
• Conducts staff training sessions on systems usage as assigned;
• Collaborates with subject matter experts for documentation accuracy;
• Monitors industry trends and best practices.

6. Integrated Library System responsibilities:

• Acquires proficiency in the ILS, encompassing operation, maintenance, and troubleshooting.

Standard Functions:

1. Serves on committees and participates in workshops, seminars, and training as requested;
2. Represents Library at various outreach activities, as needed;
3. Notifies supervisor with suggested ways to improve the efficiency and effectiveness of personnel and procedures and system-wide goals and objectives;
4. Learns new skills and technologies to retain proficiency in areas of expertise;
5. Is dependable and punctual;
6. Maintains a positive, friendly, and cooperative attitude and provides consistent customer service;
7. Upholds all library policies and procedures as defined in Harford County Public Library’s Policies and Procedures Manual;
8. Performs other duties as assigned.

Minimum Requirements:

1. Associate’s degree in Web Design, Information Technology, Computer Science or related field is required; Bachelor’s degree in these fields, preferred;
2. Two (2) or more years of hands-on experience in web development, website administration, cybersecurity practices, content management, and coordinating digital projects;
3. Experience working in a public service environment to include working with all customers, internal and external providing technical support with resolving issues particularly in troubleshooting basic technology problems;
4. Experience in Teams and SharePoint development and administration, highly desirable showcasing proficiency in site design, development, and maintenance;
5. Proficiency in content management systems, SEO principles, and the utilization of web analytic tools for optimizing websites to include analyzing user behavior;
6. Experience with coordinating projects, specifically in website development, migration or system enhancements;
7. Ability to provide documentation and maintain a valid Driver’s License with no more than 3 points;
8. Ability to obtain and maintain a favorable criminal background report;
9. Ability to work day, evening, and weekends hours to include working on-call as assigned.

Knowledge, Skills and Abilities:

1. Ability to work collaboratively with diverse teams, facilitating discussions, and working collectively to achieve common objectives;
2. Strong verbal and written communication skills to interact with various stakeholders, deliver technical information, and provide support;
3. Ability to identify issues, troubleshoot problems, and propose effective solutions ensuring the smooth operation of digital systems;
4. Ability to adapt to emerging technologies, acquire new skills, and stay up-to-date with industry trends and best practices;
5. Exceptional organizational skills to include prioritizing tasks, managing multiple projects concurrently, meeting deadlines consistently and maintaining confidentiality;
6. Ability to be adaptable, flexible, and patient with customers and staff;
7. Ability to create and maintain documentation of training materials including conducting effective training sessions for systems or software;
8. Proficiency in HTML, CSS, JavaScript, and familiarity with various content management systems (CMS) for effective website management;
9. Ability to efficiently manage websites, update content, conduct compatibility tests, ensure interoperability with third party solutions, and optimize performance;
10. Demonstrated familiarity with PCI compliance standards, especially in securely handling payment transactions on websites;
11. Proficiency in using web analytics tools to interpret user behavior, analyze data, and implement enhancements;
12. Grasp of SEO strategies to enhance website visibility and improve search engine rankings;
13. Knowledge and application of cybersecurity practices, including security protocols, vulnerability assessments, and securing online transactions;
14. Knowledge of PCI compliance standards, specifically in managing secure payment card transactions on websites;
15. Capability to coordinate and oversee projects related to website development, migration, and system enhancements;
16. Familiarity with Teams and SharePoint site design, development, user permissions, access controls, and workflows;
17. Ability to gain advanced knowledge of Harford County Public Library policies and procedures;
18. Ability to act as a representative of Harford County Public to the public.

Work Environment:

1. Work requires occasional physical effort in handling of light materials, up to 30 pounds, in non-strenuous work environment. For example, set up and take down of tables, chairs or other equipment for meetings or events, pushing/pulling of library carts;
2. Environment includes moderate noises (i.e. an office with conversations, photocopiers, and/or computer printers);
3. Work also involves standing or walking up to 60% of the time;
4. Requires sitting and use of computer and keyboard for extended periods of time;
5. Observes safe work place practices with uncluttered workspace, including office equipment, avoidance of trips and falls, proper lifting techniques and following fire regulations;
6. Ability to travel to branch/outside locations is required.

Reporting Relationship:

This position reports to the Information Technology Director. Does not supervise staff. May supervise volunteers.

Work Week:

Primary work schedule consists of weekday shifts, but may occasionally require evening and weekend hours.

In addition to the specific duties and responsibilities of this job, it is the responsibility of every employee to comply with the Harford County Public Library’s Values statement, customer service guidelines, and all other policies detailed in the Policies and Procedures Manual.

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. The library administration reserves the right to change, modify, delete, and supplement job duties based on the organization’s needs.

This and all library positions are eligible for system-wide transfer.

HarfordCountyPublic Library is an Equal Opportunity Employer.

Qualifications