Resource Room Specialist

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Job Summary:

Assist MassHire customers in using computers and other equipment in the Resource Room of the MassHire Merrimack Valley Career. The center in Lawrence will support career exploration, job search, and employment applications. It will also assist customers with printing out unemployment documents needed to document various benefits. I will occasionally provide coverage at the membership desk.

Essential Functions/Key Responsibilities:

• Assist MassHire customers using computers, printers, and other office equipment in the Resource Room.
• Guide job search strategies, career exploration tools, and employment applications.
• Support customers in accessing and navigating job search websites, resume-building tools, and other online resources.
• Assist customers in obtaining and printing the necessary unemployment-related documents for their benefit applications.
• Provide essential troubleshooting assistance for accessing online unemployment accounts.
• Assist with front desk operations, including customer check-ins and answering general inquiries.
• Provide information on career center services and direct customers to appropriate resources or staff. :
• Ensure that computers, printers, and other office equipment are functioning correctly.
• Troubleshoot minor technical issues and escalate more complex problems as needed.
• Offer friendly, professional, and patient assistance to a diverse customer base.
• Explain job search and unemployment processes in a clear and accessible manner. Maintain a clean and organized Resource Room environment.
• Keep records of customer assistance and service usage as required.
• Follow confidentiality and data privacy protocols when handling customer information.
• Must complete a CORI & SORI background check within the first thirty (30) days of employment.

Skills & Qualifications:

High school diploma or GED required; associate's or bachelor's degree preferred.

• Experience in customer service, career counseling, or administrative support is a plus.
• Proficiency in using computers, the internet, and job search websites.
• Ability to assist with online applications, resume formatting, and printing.
• Familiarity with Microsoft Office (Word, Excel) and other essential software.
• Strong interpersonal skills to assist and guide customers.
• Ability to explain technical processes in a simple, straightforward manner.
• Patience and professionalism are key when working with a diverse population.
• Ability to multitask and manage customer needs efficiently.
• Experience handling documentation and confidential information.
• Attention to detail when helping customers

Supervisory Responsibility: None

Travel: This job regularly requires the employee to sit, walk, and stand, as well as use hands repetitively to handle or operate standard office equipment. The employee is occasionally required to kneel, crouch, or crawl on the job. The employee must frequently lift and/or move objects weighing up to 10 pounds and occasionally lift and/or move objects weighing up to 25 pounds.

Work Environment: This job operates in a professional office environment, utilizing standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines.