Library Services Associate III (Multiple Positions) (UPDATED)

Please Note: This posting has been updated to reflect 3 vacancies. The department has added the work schedule below.

The University Libraries' Access and Information Services department seeks two Library Services Associates (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, 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 these positions 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. They also coordinate the work of and provide direction to student employees and may serve on both departmental and library-wide projects and assignments. Additionally, they monitor email billing and reference queues, answering and triaging questions, and support 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: 3:15pm - 12:15am (including closing the library)
• Summer: Sunday 9:15am - 6:15pm; Monday-Thursday: 10:15am - 7:15pm (including closing the library)

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

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CHARACTERISTIC DUTIES

• 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 (i.e., 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 (in regard to reporting criminal
  activity or emergency situations), Campus and Library Facilities (in regard to
  building problems), Library Systems (in regard to library equipment problems),
  and as needed Risk Management (in regard to reporting incidents) during evening
  and weekend hours.
• Keeps
  informed of departmental regulations, policies, and procedures.
• Supports
  building closing procedures for the Main and Weaver Science and Engineering
  Libraries.
• As needed, conducts building walks at Main and Weaver Science and
  Engineering Libraries to ensure compliance with appropriate user access, to
  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/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,
  Science Direct).
• 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 triages
  questions.
• Supports equipment lending services lead, specifically for
  inventory, storage, and security control; initial response to routine problems;
  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.

KNOWLEDGE, SKILLS, AND ABILITIES

• 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 (i.e., 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.

• Experience with issues pertaining to circulation, library code of conduct, and building closing procedures.
• Experience responding to customer inquiries using automated systems (i.e., 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, Science Direct).
• 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).