Ex Libris Group, a ProQuest Company, is a leading provider of library automation solutions to university, college, and research libraries worldwide.  We offer the only comprehensive product suite for the discovery, management, and distribution of all materials—print, electronic, and digital.  Explore Working at Ex Libris Group, a ProQuest Company by clicking here.

Position Summary:

We are looking for a motivated, library professional with a strong background in library technologies/technical support to join our team of Support Analysts backing our Primo search and discovery product. As a Support Analyst, you will work in a fast-paced and exciting environment where your contributions will directly impact the success of our customers. Primarily serving Librarians, you will leverage a ticketing system to review and address technical issues in a Tier 1 support role.

This team is dedicated, hard working, and passionate about the technology (HTML, CSS, Web Proxy, etc.) and the mission of the organization. The nature of the work lends itself to learning not only the technology but many aspects of the business, setting you up to grow your career within the organization and beyond.

Responsibilities Include…

• Responding to customer problems/questions.
• Investigating, diagnosing, and addressing application support issues, and documenting ongoing progress via the ticketing system.
• Maintaining excellent written and verbal communication with customers.
• Sharing knowledge of known issues and best practices by referring customers to relevant Knowledge Articles, and contributing to new Knowledge Articles.
• Identifying issues that require investigation by Tier 2, and transferring the Case to Tier 2 with a detailed description of findings from the initial investigation.

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“Data Reuse for Local Community” project (PI: Dr. Ayoung Yoon, Co-PI: Dr. Andrea Copeland) is seeking an enthusiastic student research assistant who will be assisting various project and research activities. The goal of this 3-year-project is to support community members’ data reuse by facilitating their connection with existing resources and data infrastructure in order to create equitable access to the vast stores of data being collected about their communities. The project focus is public libraries and at the end of project period the team will be developing educational resources for public librarians to work with community members and support community’s data needs.

This is an IMLS funded project, and the RA will receive:

• Part time student tuition (9 credit hours) support (*Note that the tuition support does not include this fall semester, as the project start date is Oct 2017).
• Stipend for part-time student effort (10 hours per week) $10,200 annually
• Half of student insurance benefit ($1,514)

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