Help Desk Assistant - University Libraries

Washington University in St. Louis • City of Ithaca, NY

1d • Onsite

About The Position

The Help Desk Assistant position is one of WashU Libraries’ primary customer service representatives. This position is responsible for assisting patrons with research needs and use of library resources, explaining services and policies, and resolving problems. The position requires mature judgment and discretion, supervisory skills, knowledge of the library organization, and collaboration with other university departments as needed. The incumbent is responsible for managing the library during evening and weekend hours when senior library staff and library administration are not present. The person in this position will contribute to routine shelving and stacks maintenance duties and assist with the training and supervision of the Help Desk student assistants. The position requires proficiency in a variety of software applications, including, but not limited to, Sierra, ILLiad, Ares, and WhenToWork as well as familiarity with LC classification. Depending on the demands of the unit, will also be responsible for processing interlibrary loan requests, assisting in other service areas within Access, as well as special projects to improve workflows and user experience.

Requirements

• Bachelor’s degree or combination of education and/or experience may substitute for minimum education.
• Proficiency in a variety of software applications, including, but not limited to, Sierra, ILLiad, Ares, and WhenToWork.
• Familiarity with LC classification.

Nice To Haves

• Academic Disciplines
• Adaptability
• Communication
• Critical Thinking
• Customer Service
• Detail-Oriented
• Iliad
• Innovative Interfaces Millennium
• Integrated Library Systems
• LC Classification
• Learning New Technologies
• Learning Processes
• Library Services
• Multitasking
• Negotiation
• Organizing
• Problem Analysis
• Problem Resolution
• Research Training
• Supervision
• System Designs
• Work Collaboratively

Responsibilities

• Provide general circulation services and assistance to library users, such as charging and renewing of materials, interpreting and explaining policies and procedures to patrons and other library staff, collecting and adjusting fines as appropriate, searching for library materials and performing related tasks.
• Assist users with reference questions via chat, email and in person and assist with daily maintenance of public printers and computers.
• Manage the reference desk on prescheduled days and assist in the supervision of student assistants.
• Coordinate training of reference students and maintain training manual.
• Update and organize unit documentation for policies and procedures.
• Process ILL borrowing requests on a daily basis.
• May process RAPID requests on a daily basis.
• May maintain clickers each semester and process circ/cat review items daily.
• Assist with unit projects and perform other duties as assigned.

Benefits

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Free Metro transit U-Pass for eligible employees.
• Defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
• 4 weeks of caregiver leave to bond with your new child.
• Family care resources are also available for your continued childcare needs.
• Adult care resources.
• Tuition coverage for employees and their families, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level