Library Services Associate III, Access & Information Services

University of Arizona•Tucson, AZ

36d•$18 - $23•Onsite

About The Position

The University Libraries' Access and Information Services department is seeking a Library Services Associates III (LSA) to provide excellent customer service in coordinating activities at various public service sites, working in a fast-paced environment for the purpose of supporting efforts to create an environment conducive for academic and scholarly endeavors in the various libraries. The LSA assists customers with basic research needs, by providing information, reference, technology, resource sharing, and circulation assistance that facilitates customer access to the collections of the University of Arizona Libraries. Other primary responsibilities for this position include collaborating with the Training Coordinator to support training goals by providing feedback on trainee progress and overseeing department-wide service desk schedule for Main Library and Weaver Science & Engineering Library. The LSA also coordinates the work of and provide direction to student employees and may serve on both departmental and library-wide projects and assignments. Additionally, the LSA monitors email billing and reference queues, answer and triage questions, and supports equipment lending services lead, specifically for inventory, storage, and security control. As needed, the LSA performs all work necessary to meet the changing needs of the Libraries' customers. As a result of those needs, work patterns and schedules change. Work Schedule: Fall/Spring: Sunday-Thursday: 3:15 p.m. - 12:15 a.m. (including closing the library) Summer: Sunday: 9:15 a.m. - 6:15 p.m.; Monday-Thursday: 10:15 a.m. - 7:15 p.m. (including closing the library) Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more! The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

Requirements

Excellent customer service skills, including the ability to collaborate with peers to meet customers' needs and ensure customer satisfaction.
Evidence of the use of good judgment and solid analytical and problem-solving skills, including the ability to think holistically and respond to user needs by carefully analyzing information in support of continual service improvement.
Ability to understand and apply policies and procedures, including the ability to resolve situations using conflict resolution skills in the enforcement of policies.
Ability to exercise excellent initiative, organization, and time management skills.
Ability to handle difficult customer interactions.
Knowledge of computer/digital fluency (hardware/software) and ability to learn how to use new software and technology.
Knowledge of library reference resources (e.g., library catalog, indexes, search engines, print resources, etc.) and their appropriate use, including understanding the difference between primary and secondary resources.
Skill in interviewing customers regarding reference service and sources to better understand customer needs.
Ability to perform duties independently under general supervision.
Excellent interpersonal and communication skills, both written and verbal.
Ability to maintain appropriate security and confidentiality of information created or encountered in the performance of assigned duties.
Excellent observation skills and a high level of attention to detail.
Ability to work in a highly collaborative environment, one that values and leverages the benefits of a variety of perspectives.
Positive attitude and strong demonstration of UA Libraries' Values.
Bachelor's degree required.
Minimum of 1 year of relevant experience required in addition to education requirement.

Nice To Haves

Experience with issues pertaining to circulation, library code of conduct, and building closing procedures.
Experience responding to customer inquiries using automated systems (e.g., LibApps/Springshare and ServiceNow).
Experience searching integrated library systems and record interpretation (e.g., Ex Libris, Alma/Primo).
Experience providing reference assistance utilizing various research methodologies and online databases (e.g., ProQuest, IEEE Xplore, ScienceDirect).
Experience overseeing student employees.
Experience with the current version of Microsoft Office Suite.
Experience providing computer hardware and software support.
Experience processing Interlibrary Loan requests, understanding basic copyright issues, and familiarity with the Interlibrary Loan Code for the United States.
Experience gathering and analyzing internal and external data (qualitative and quantitative).

Responsibilities

Provides customers with reference, technology, and circulation assistance (in-person, online via chat, phone, and email), including locating library information, resources, materials and services; negotiating overdue accounts and answering billing and collections questions; and troubleshooting software, computers, laptops, projectors, and other emerging technology. Directs the work of student employees who assist with this work and liaises with the department's resource sharing and technology leads.
Supports efforts to create an environment conducive for study, meetings, and collaboration (e.g., academic and scholarly endeavors) by enforcing compliance with the Libraries' Code of Conduct policies and through application of other pertinent Libraries and University policies and procedures.
Acts as a liaison with University Police Department (regarding reporting criminal activity or emergency situations), Campus and Library Facilities (regarding building problems), Library Systems (regarding library equipment problems), and as needed Risk Management (regarding reporting incidents) during evening and weekend hours.
Keeps informed of departmental regulations, policies, and procedures.
Supports building closing procedures for the Main Library and Weaver Science & Engineering Library.
As needed, conducts building walks at Main Library and Weaver Science & Engineering Library to ensure compliance with appropriate user access, collect data on building occupancy, and document building maintenance issues.
Responsible for accurately searching incoming Interlibrary Loan requests, facilitating customer access to materials owned and not owned by the University of Arizona Libraries. Utilizes Alma, Rapido, and ILLiad (interlibrary loan and document delivery management software), the UA Library Primo VE discovery interface, and a variety of UA online databases (e.g., FirstSearch, ProQuest, IEEE Xplore, ScienceDirect).
Oversees department-wide service desk schedule for Main Library and Weaver Science & Engineering Library. Assigns weekly desk shifts to staff based on identified desk hour contributions and staff availability.
Assists with monitoring email reference queue, answering and triaging questions.
Collaborates with the Training Coordinator to support training goals including providing feedback on trainee progress.
Monitors email billing queue, answering and triaging questions.
Supports equipment lending services lead, specifically for inventory, storage, and security control; initial response to routine problems; and damage assessment.
Supports the ongoing collection, management, and analysis of departmental and library use and needs assessment data, including data required for decision-making in support of departmental and library projects, strategic planning, and continual service improvement.
Facilitates meetings and makes presentations as needed.
The UA Libraries support the UA's strategic initiatives designed to create a welcoming environment for all faculty, staff, and students. The candidate is expected to support related strategic efforts in the department and Libraries.
Other duties as assigned.