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Job Description
TLC is seeking an individual for an Online Support Center Specialist to provide first level telephone support and escalation support (including follow through and closure) to users of the CARL•Solution and CARL•X Systems. The Online Support Center provides support for: our application software, hardware, server operating systems, third party products, peripheral equipment, library WAN’s, and Internet connectivity. This position is part of a fast-paced team whose purpose is to address a wide range of problems reported by external customers and TLC staff. This position reports to Director, Application and Product Support.Additional Info & Requirements
Responsibilities (include but not limited to): • Telephone and web helpdesk support for sites and system users • Evaluation of reported problems and pursuit of internal escalation procedures • Communication of problems internally and externally to 3rd party vendors • Assumption of lead support role in critical/emergency situations • Participate in training of fellow staff possibly in a lead role for specialized topics • Contribute to ongoing documentation • Strong problem solving and analytical skills • Excellent oral and written communication skills • Ability to work flexible hours and participate in after-hours pager rotation • Previous Help Desk experience preferred • Knowledge of server environment, preferably HP Non-Stop, Sun, or Linux platforms preferred • Telecommunications experience with TCP/IP preferred • Experience with automated library systems is preferred • Knowledge of Oracle a plusThe Community
The Library Corporation (TLC) is a 30-year old family-owned and operated company founded to provide technology solutions to libraries of all types. TLC has offices in West Virginia, Denver and Singapore. TLC solutions include library management systems, web-based cataloging products, search engine technologies, wireless access, and collection development tools.HR Info
Please send an e-mail with letter of interest and resume to dkaiser@carl.org
Posted Jul 6, 2007
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