Technical Support Specialist

Description

This position is intended as a hybrid/remote work from home opportunity. Remote work at a co-working location in Hyannis may be possible. High speed internet access is required for remote work and all remote work must be done in Massachusetts.  In person attendance at our co-working office in Hyannis is required for onboarding, training, periodic team meetings and occasional work-related duties. Visits to our member libraries are periodically required.

• Assists member libraries in troubleshooting and resolving problems with the ILS, hardware, software, operating systems, networking/telecommunications, peripherals, etc. Responds to inquiries and provides information and technical support to library staff.
• Works with vendors to resolve telecommunications problems. Provides information and requests assistance.
• Assists in the administration of CLAMS’s Google Workspace, including account maintenance.
• Creates, runs, and distributes all standard monthly and yearly system statistical and other reports.
• Creates and maintains technical documents for staff and public websites. 
• Assists with web services development and maintenance.
• Works with CLAMS Central Staff to support the ILS. Maintains ILS system parameters and codes. 
• Performs special projects and other related duties as required, directed, or as the situation dictates.
• Trains library staff in Google Workspace, possibly some ILS modules e.g. Serials.

 Education & Experience
At a minimum: Associate’s Degree or two-year college certificate in Computer/Information Science or a related field and one to three years of increasingly responsible related experience in computer/information systems in a library setting.    An MLS is not required for this position.  Technical skills, excellent customer service and communication skills and ability/willingness to work collaboratively in a team are high priorities for this job.

·       Basic knowledge of operating systems and programming languages necessary for assigned duties (Windows, Linux, MySQL, Postgres, Python, HTML, JavaScript).
·       Knowledge of Microsoft Office, Koha, Aspen, Content Management Systems, Google Workspace, email systems, social media management, video conferencing, and other software necessary for assigned duties.
·       Excellent EXCEL and Google Sheets proficiency.
·       Basic knowledge of TCP/IP networking concepts.
·       Patience, tact, discretion and ability to explain technical matters clearly, not always in technical terms, to all levels of staff.
·       Team player with a focus on superior customer service.
·       Ability to communicate clearly, both orally and in writing, and to collaborate with individuals and groups. 
·       Ability to participate in collaborative problem solving required.
·       Familiarity with issues of library consortia.
·       Experience with Integrated Library Systems

Other Requirements: 

·       In-person attendance at the coworking office when directed. 
·       In-person visits to member libraries when required.
·       Valid driver’s license. Travel is sometimes required. Use of reliable insured vehicle when needed.
·       Work week, M-F.  Some non-standard office hours will occasionally be required.

How to apply:  
Submit a cover letter, resume, and contact information for three professional references, as a PDF attachment by email to jobs@clamsnet.org.  Use the subject line: Technical Support Specialist. No phone calls please.  Full job description is available upon request.

Deadline: Position is open until filled. Priority is given to applications received by September 19, 2025.