Library Services Associate III (University of Arizona Libraries)

The University of Arizona•Tucson, AZ

4d•Onsite

About The Position

The University of Arizona Libraries are enterprising partners in advancing the University’s priorities by promoting inquiry, creative endeavor, scholarly communication, and lifelong learning. Serving as an intellectual crossroads of the University, the Libraries support innovative interdisciplinary research and scholarship while providing resources and services that enrich both the Arizona community and a global academic audience. The University of Arizona Libraries’ Access and Information Services invites you to apply for the role of Library Services Associate (LSA). In this position, you will provide excellent customer service by coordinating activities at various public service sites and work in a fast-paced environment for the purpose of supporting efforts to create an environment conducive to academic and scholarly endeavors across the various University libraries. In this role, you will assist customers with basic research needs, providing information, reference, technology, resource-sharing, and circulation assistance that facilitates customer access to the collections of the University of Arizona Libraries. You will also monitor the email billing queue, answer and triage questions, and support the Equipment Lending Services lead by assisting with inventory, storage, and security control. As a Library Services Associate, you will help coordinate the work of and provides direction to student employees and may serve on both departmental and library-wide projects and assignments. As needed, you will perform all work necessary to meet the changing needs of the Libraries’ customers. As a result of those needs, work patterns and schedules may change.

Requirements

Bachelor's degree required.
Minimum of 1 year of relevant experience required in addition to education requirement.
Excellent customer service skills, including the ability to collaborate with peers to meet customers’ needs and ensure customer satisfaction.
Evidence 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 a trauma-informed-driven 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 the ability to learn and 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.
Ability to demonstrate a positive attitude and strong demonstration of UA Libraries’ Values.

Nice To Haves

Experience with issues pertaining to circulation, the 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, and ScienceDirect).
Experience overseeing student employees.
Experience with the current version of the Microsoft Office Suite.
Experience providing computer hardware and software support.
Experience processing Interlibrary Loan requests, understanding basic copyright issues, and demonstrating familiarity with the Interlibrary Loan Code for the United States.
Experience gathering and analyzing internal and external qualitative and quantitative data.

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.
Negotiates overdue accounts and answers billing and collections questions.
Troubleshoots software, computers, laptops, projectors, and other emerging technology, and directs the work of student employees who assist with this work.
Liaises with the department’s resource-sharing and technology leads.
Supports efforts to create an environment conducive to study, meetings, and collaboration (e.g., academic and scholarly endeavors) by enforcing compliance with the Libraries’ Code of Conduct policies and applying other pertinent Libraries and University policies and procedures.
Supports building closing procedures for the Main and Weaver Science and Engineering Libraries.
Monitors the email billing queue, answers, and triages questions.
Supports the Equipment Lending Services lead, specifically with inventory, storage, and security control.
Provides an initial response to routine problems and conducts 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.
Responsible for accurately searching incoming Interlibrary Loan requests and facilitating customer access to materials owned and not owned by the University of Arizona Libraries.
Utilizes Alma/Rapido/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, and ScienceDirect).
Facilitates meetings, makes presentations as needed, and participates in data-based decision-making.
This includes the ability to think holistically and respond to user needs by carefully analyzing information in support of continual service improvement.