The WRLC is seeking a proactive and engaged individual who enjoys solving technology problems, supporting users with varying levels of technical experience, and contributing to reliable day-to-day IT operations in a collaborative environment. Reporting to the Library Systems Supervisor and working as part of a small IT team, this role provides hands-on support for workplace technologies, end-user systems, and operational IT services. The successful candidate will bring strong interpersonal, technical troubleshooting, and problem-solving skills, an interest in continuous learning, and a service-oriented approach to technology support.
Key Responsibilities
End-User Support
- Provide timely, professional, and effective technical support to staff and WRLC member-library users in-person and via the consortium’s ticketing system.
- Support users with hardware, software, operating systems, printing, peripherals, and common business technologies.
- Provide occasional white-glove support to executive leadership.
- Identify recurring support issues and recommend improvements to documentation, training, workflows, or technology.
Workplace Technology Administration
- Administer core business applications and collaboration tools (e.g., Microsoft 365, Google Workspace).
- Manage end-user devices, operating systems, printers, and peripherals including workstation provisioning, patching, endpoint security, and lifecycle support.
- Manage user accounts, groups, MFA, and access controls in Windows, Microsoft, and Google environments.
- Maintain technology inventory, asset records, and documentation.
- Reports to: Library Systems Supervisor
Infrastructure Support
- Coordinate with the Managed Service Provider (MSP) and technology vendors.
- Provide initial troubleshooting for network and connectivity issues (e.g., WiFi, VPN, VoIP).
- Perform routine server, cloud service, and infrastructure support activities, including SSL certificate maintenance, minor Microsoft Azure administration, and related operational tasks, in coordination with the MSP.
- Escalate complex network, infrastructure, or service-impacting issues to appropriate internal or external resources.
Qualifications & Requirements
- Associate degree or higher in information technology, computer science, or a related field.
- At least 2 years of experience in technical support, IT operations, help desk, systems administration, or enterprise technology support role.
- Ability to work independently, manage priorities effectively, and complete tasks and projects with minimal supervision.
- Ability to work collaboratively in a small-team environment.
- Familiarity with security practices such as multi-factor authentication, anti-virus, and secure account management.
- Strong customer service skills with a professional, approachable, and solutions-oriented mindset.
- Ability to clearly communicate technical concepts to technical/non-technical users.
- Commitment to continuous learning and professional development, with interest in developing broader infrastructure, cloud, and systems administration skills over time.
Preferred
- Bachelor’s degree or higher
- Experience in a library, higher education, nonprofit, or consortial environment
- Experience with Azure cloud services.
- Familiarity with project management practices
- Certifications such as CompTIA A+, Microsoft Fundamentals, Azure Fundamentals, Google Workspace Administrator, or similar credentials.
Work Conditions
- Ability to lift and move computer equipment, peripherals, and related technology as needed.
- May require occasional on-call or after-hours of work to address urgent or critical incidents.
Company Overview
The Washington Research Library Consortium (WRLC) was established as a non-profit 501 (c)(3) organization in 1987 to support and enhance the library and information services of nine partner universities in the Washington, D.C. metropolitan area. We accomplish our mission by expanding and coordinating services between research libraries and staff. The WRLC staff work from a facility located in Upper Marlboro, MD that also houses a high-density climate-controlled shelving facility.
Professional Development
The WRLC supports opportunities for growth, training, and continuing education. The person in this role will have opportunities to expand technical skills, lead projects, and develop deeper expertise in cloud services, infrastructure support, security practices, and IT operations.
Working at the WRLC
The WRLC is an Equal Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Benefits:
- Total compensation includes an extensive benefits plan including health, dental and vision insurance and a generous 403b contribution and match outlined at: WRLC Benefits Summary
Environment:
- This is a full-time hybrid position with 4 days per week required in office to perform essential functions involving direct interaction with co-workers, managers, internal and external customers, and the operation or manipulation of equipment and materials located only on site.
- 35-hour work week