Virtual Services Coordinator

**Position**:
Virtual Services Coordinator

**Grade:
**100

**Department**:
Computer Services

**FLSA**:
Non-Exempt

**CBIZ Code**:
N/A

**Scheduled Hours**:
37.5

**Status**:
Full-Time

**Pay Type**:
Hourly

**Revised**:
NEW 04/24

**Public Service**:
No

**Essential Personnel**:
No

**Location**:
Administrative Office

**Position Summary**:
The Virtual Services Coordinator plays a vital role in the oversight, enhancement, maintenance, and migration of digital assets within the library environment. Responsible for orchestrating the migration of legacy websites to contemporary, secure, and PCI compliant web-content management systems. Also responsible for website administration, implementation of assigned software solutions such as Teams and SharePoint, cybersecurity, and strategic migration planning.

**Essential Duties**:
1. Website management responsibilities:

- Ensures website security and compliance with industry standards;
- Monitors and address security vulnerabilities promptly;
- Establishes and test backup and disaster recovery plans;
- Manages website infrastructure for compatibility and performance optimization;
- Coordinates website development and migration projects;
- Provides technical support and troubleshooting;
- Manages domain registrations and SSL certificates;
- Collaborates on website layout and design;
- Facilitates content management and updates;
- Conducts SEO audits and usability improvements;
- Implements and maintain web analytics tools;
- Collaborates with content creators on content strategy;
- Stays updated on industry trends and technologies.

2. Software management responsibilities:

- Develops and maintain Microsoft 365 solutions, including Teams, SharePoint, and workflows;
- Ensures compatibility, performance, and security across Microsoft 365 environments;
- Provides user support, manage content updates, and enforce compliance standards;
- Backups, tests, and maintains disaster recovery plans for Office 365;
- Collaborates cross-functionally to implement solutions aligned with organizational objectives;
- Plans and execute migrations or upgrades within the Microsoft 365 ecosystem;
- Monitors analytics to identify usage patterns and areas for improvement;
- Governs permissions, access controls, and integrations effectively;
- Manages other assigned software solutions within the environment;
- Stays updated on industry trends and technologies.

3. Help-desk customer service responsibilities:

- Provides excellent customer service to include assisting customers and library staff with computer issues;
- Assists other CSC staff members, as needed;
- Provides after-hours support for in-person and virtual library programs on an as-needed basis;
- Provides after-hours support for library technology on an as-needed, on-call basis.

4. Ticket management and reporting responsibilities:

- Opens, monitors, maintains, and successfully closes staff help desk tickets as well as vendor service tickets;
- Prepares reports and statistics regarding staff help desk tickets;
- Implements self-service portals or knowledge base for issue resolution.

5. Documentation and training responsibilities:

- Monitors and maintain change logs for assigned systems;
- Develops and maintain documentation for assigned systems;
- Develops responses to assigned audit questions;
- Periodically reviews and updates training materials;
- Develops and maintains staff training materials for assigned systems to include creating interactive training modules as requested;
- Conducts staff training sessions on systems usage as assigned;
- Monitors industry trends and best practices.

6. Integrated Library System responsibilities:

- Acquires proficiency in the ILS, encompassing operation, maintenance, and troubleshooting.

**Standard Functions**:

- Serves on committees and participates in workshops, seminars, and training as requested;
- Represents Library at various outreach activities, as needed;
- Notifies supervisor with suggested ways to improve the efficiency and effectiveness of personnel and procedures and system-wide goals and objectives;
- Learns new skills and technologies to retain proficiency in areas of expertise;
- Is dependable and punctual;
- Maintains a positive, friendly, and cooperative attitude and provides consistent customer service;
- Upholds all library policies and procedures as defined in Harford County Public Library’s Policies and Procedures Manual;
- Performs other duties as assigned.

**Minimum Requirements**:

- Associate’s degree in Web Design, Information Technology, Computer Science or related field is required; Bachelor’s degree in these fields, preferred;
- Two (2) or more years of hands-on experience in web development, website administration, cybersecurity practices, content management, and coordinating digital projects;
- Experience working in a public service environment to include working with all customers, internal and external providing technical support with resolvi