Technical Support Analyst

About You – experience, education, skills, and accomplishments

• MLIS/MLS or other relevant degree is required, OR Equivalent work experience
• 2 years of experience providing customer support in a technical environment.
• 2 years of experience in libraries or other relevant similar experience

It would be great if you also had . . .

• Able to pay careful attention to detail
• Strong commitment to great customer service.
• Commitment to follow through until customer issues are fully resolved
• Detail-oriented approach with excellent follow-through, particularly in terms of documentation and procedures.
• Ability to work both independently and as part of a team and to display consistently good judgment in a rapidly changing environment
• Experience working with Innovative’s Millennium or Sierra systems.
• Ability to learn new technology and adapt quickly to changing technologies\Able to balance multiple priorities and work effectively under pressure
• Experience working with library technical services functions, such as cataloging, authority control, serials, electronic resource management, acquisitions, and/or collection development functions.

What will you be doing in this role?...

• Serve as a first line of Support for Sierra ILS customers.
• Establish and develop trust-based relationships with Innovative customers.
• Continually Develop & sharpen your expertise across Sierra’s core functional modules.
• Share your advanced knowledge with colleagues.
• Partner daily with other Technical Support Analysts and Product Specialists to deliver technical and application support.
• Make decisions about when to escalation issues to management and second level support when appropriate.
• Document procedures and troubleshooting steps