Description

Is your first passion technology? Is your second passion customer service? The Mount Prospect Public Library is seeking a motivated team player to help manage our IT department, focusing on providing high quality customer service to our patrons and staff.

SCHEDULE

Full-time, exempt. Monday to Friday 9am to 5pm.

SALARY

$63,000 to $73,000 per year, depending on qualifications.

BENEFITS

Medical, dental, and vision benefits are offered. Part of the total compensation package also includes paid time off benefits (i.e., paid holidays, vacation time, personal days, and sick leave), participation in the Illinois Municipal Retirement Fund (IMRF) pension plan, and the offering of a commuter transit benefit.

PURPOSE

Under the general guidance of the IT Manager, the Computer Services Supervisor is responsible for ensuring that the day-to-day computer operations are running efficiently and collaborating with IT staff to determine appropriate resolutions to any equipment or service issues. This position also assists the IT Manager in supporting the implementation of the library’s mission and strategic goals pertaining to the IT department. This position includes the direct supervision of Network Technicians and Computer Technicians.

SUMMARY OF DUTIES:

This position comprises of the following essential duties:

• Network Operations (approx. 40%)
• Supervision/Management (approx. 40%)
• Computer Operations (approx. 20%)

Other non-essential job duties may include various departmental administrative tasks and special projects.

JOB RESPONSIBILITIES

Network Operations

1. Assists Department Head with computer and network security procedures
2. Assists with internet connection and services related to staff and patrons
3. Coordinates network and computer security processes and systems
4. Coordinates back up processes including rotation and offsite storage
5. Coordinates maintenance of computer equipment database
6. Ensures all work is documented and up to date
7. Installs, configures and tests computer software and updates
8. Maintains and updates computer maintenance schedule
9. Manages and maintains the Active Directory
10. Oversees and monitors enterprise network servers including DNS and DHCP
11. Oversees and monitors server event logs and events
12. Performs general maintenance and minor repair as needed on computers and peripherals
13. Leads efforts and the responsibility for ordering IT services related equipment
14. Researches IT service plans, supplies and equipment purchases

Supervision/Management

1. Advises Department Head on matters related to technical operations
2. Assigns and/or approves assigned work of Computer Services staff
3. Assists with developing standard operating procedures for the Department
4. Interprets and explains Department policies and procedures to staff
5. Meets regularly with staff to determine needs and resolve issues
6. Participates on emergency and disaster recovery teams
7. Prepares monthly and annual reports and other reports as requested
8. Responsible for staff scheduling
9. Leads the department in the absence of the department head, as needed
10. Supervises, trains, and evaluates staff as well as conducting regular meetings with direct reports 
11. Schedules work and maintains adequate staffing levels as established or directed 
12. Monitors and approves the time and attendance records for department staff 
13. Participates in the recruitment process and evaluates candidates for employment 
14. Ensures training plans or programs are established and followed 
15. Establishes standards of work performance and manages individual performance accordingly 
16. Recommends any employment action for department staff 
17. Encourages and solicits staff feedback and responds appropriately
18. Determine budget needs and operate within defined budget limitations, as appropriate

Computer Operations

1. Coordinates computer and office equipment maintenance and related supplies
2. Maintains automated patron services including but not limited to online program registration, public computer reservation, public pay for print services
3. Performs on call help desk duties
4. Aids in use of equipment and software to patrons and staff

Other

1. Attends appropriate meetings, workshops and seminars
2. Serves on committees as assigned
3. Other duties as assigned

Qualifications

EDUCATION, TRAINING, AND EXPERIENCE

Bachelor’s degree in computer science (or the equivalent education and/or work experience) required. Five (5) years of technical experience required. Experience in a public or governmental organization is desirable. Two (2) years supervisory experience desired but not required.

KNOWLEDGE, SKILLS & WORK CONDITIONS

Knowledge & Ability

• Ability to access, input and retrieve data from the computer
• In depth knowledge of Microsoft Windows operating environment
• Knowledge of library policies and procedures
• Knowledge of computer network protocols and topology
• Awareness of industry trends, best practices, and emerging technologies
• Broad understanding of IT systems, infrastructure, networks, software development, cybersecurity, cloud-based operations, and emerging technologies.
• Broad understanding of virtualization environments
• Ability to implement and maintain third party software applications related to library operations, such as access/security, financial, human resources, library automation, etc.
• Ability to implement and maintain hardware related to library operations, such as RFID, copier and office equipment, telecommunications.
• Proficiency in project management methodologies, tools, and techniques to effectively plan, execute, and monitor IT projects.
• Knowledge of standard budgeting procedures

Behavioral Skills

1. Communication. Able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or clients; listen well.
2. Continuous Learning. Able to stay informed of current industry trends; learn and apply new concepts and demonstrate career self-reliance; identify own areas of opportunity and set and monitor self-development goals.
3. Customer Focus. Able to demonstrate a high level of service delivery; do what is necessary to ensure internal and external customer satisfaction; deal with service failures and prioritize customer needs.
4. Decision Making & Problem Solving. Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics; review facts and weigh options.
5. Initiative. Able to bring about great results from ordinary circumstances; prepare for problems or opportunities in advance; transform leads into productive business outcomes; undertake additional responsibilities and respond to situations as they arise without supervision. 
6. Leadership. Able to assume a role of authority as necessary; advocate new ideas, even when risk is involved; set an example for coworkers; delegate responsibility and empower associates to make decisions; provide constructive feedback to others. 
7. Planning, Prioritizing, & Goal Setting. Able to prepare for emerging customer needs; manage multiple projects; determine project urgency in a meaningful and practical way; use goals to guide actions and create detailed action plans; organize and schedule people and tasks. 
8. Supporting Diversity, Equity, and Inclusion. Able to adapt behavior to others' styles; interact effectively with people who have different values, cultures, or backgrounds; optimize the benefits of having a diverse, inclusive, and equitable workforce.
9. Teamwork. Able to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from coworkers; display team spirit.

Working Conditions

• Work is performed in a typical library environment.

• Work may be performed while:
  • carrying equipment weighing up to 20 lbs.,
  • moving around the library to access different workstations, network equipment, or servers.

• Work may involve light physical demands:
  • standing for varied lengths of time,
  • navigating through crowded areas, or tight spaces,
  • moving efficiently between various locations within the library,
  • may involve walking, climbing stairs, or using elevators.