Intermediate Technician, User Engagement

University of Ottawa•Ottawa, ON

10d•CA$68,149 - CA$86,083•Onsite

About The Position

The University of Ottawa Library advances cutting-edge research and supports transformative learning by connecting the uOttawa community to expertise, services, collections, and technology in a welcoming and supportive environment. The University of Ottawa Library is composed of 3 main libraries - the Morisset Library (Arts and Science), the Brian Dickson Law Library, and the Health Sciences Library - in addition to a number of specialized research collections. It has approximately 150 employees, including 55 librarians, serving the students, faculty, and employees of the University. The purpose of this position is to coordinate front-line services offered at the Library by monitoring and providing assistance, information, and training to Library users (students, faculty members, researchers, and external users) while adhering to a uniform approach that meets the criteria of excellence in customer service. It contributes to the documentary training of students to facilitate and reinforce their optimal use of library resources and to promote the success of their work.

Requirements

Post-secondary education in a relevant field or equivalent professional experience.
At least 3 years experience in customer service.
At least one year experience in file coordination.
Knowledge of university libraries and the bibliographic elements required for document retrieval.
Knowledge or experience of managing an integrated library system.
Knowledge of computer systems and software, including word processing, spreadsheets, databases, presentation software, e-mail and the Internet.
Proficiency in using the existing student system (uoCampus) to locate information in student records.
Ability to manipulate and interpret computer data; to calculate, verify and record data accurately and precisely.
Ability to present to groups in French and English.
Interpersonal and communication skills with a variety of clientele (students, professors, administrative staff, management, community members), both orally and in writing.
Analytical skills to identify customer needs, sources of problems and suggested solutions.
Ability to work on several files simultaneously.
Ability to work as part of a team.
Bilingualism - French and English (oral and written) - Front-line position.

Nice To Haves

Knowledge of specialized equipment such as 3D printers.
Experience with chat services.
Experience with citation management software, e.g., Mendeley.
Experience with the Library's discovery tool, Omni (Primo VE).

Responsibilities

Responsible for files, services, or project coordination, as assigned. Establish objectives and priorities for files, the schedule, milestones, resources, and budget required to complete recurring and one-time projects. Typical projects include functional supervision of employees and students, coordination of donations, validation of service quality, management of specialized equipment such as 3D printers, chat services, and one-time service improvement projects. Develop planning and data collection tools needed to set up, analyze, and evaluate projects. The number of projects assigned will depend on their complexity and the level of involvement required.
Provide technical expertise by giving users information on library services and guiding them in their use of the computerized catalog, databases, and research guides to foster a better understanding of the Library's resources. Work closely with librarians to transfer requests within their areas of responsibility. Handle customers in a professional manner. Provide IT support to Library customers (Library account, Wifi, etc.) in collaboration with the University's IT department. Respond to inquiries related to University Faculties and Services to provide an efficient liaison service.
Act as an expert on systems and software related to collection access, such as the integrated library system, point-of-sale terminals, self-borrowing devices, and the interlibrary loan system, to assist users with problems. Explain to users the status of their files and provide information on circulation policies and procedures.
Organize and deliver orientation sessions and workshops to raise awareness of specialized resources such as the Library's discovery tool, Omni (Primo VE), citation management software, e.g., Mendeley, etc.
Act as the person responsible for the working environment and well-being of Library users. Notify responsible areas of problems, breakdowns, or defects. Establish and maintain close links with the Protection Department and the Housekeeping team to ensure a safe and pleasant working and study environment for all. Provide a liaison and troubleshooting service for printing, photocopying, and scanning problems.
Organize and participate in the development and implementation of initiatives to enhance the student experience. Get involved and support special Library projects and activities, such as back-to-school open houses, to promote and inform users of the Library's collections and services. Contribute expertise to projects other than those for which they are responsible.