Library Services Associate III, Access & Information Services (UPDATED)

Please note: The work schedule has been updated for this position.

The Library Services Associate (LSA) III to provides 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. This position closes the library and may be requested to make other schedule adjustments to assist with service coverage.

Within the Information and Training group, provides leadership and collaborate with the Training Coordinator by assisting with chat service training, onboarding and scheduling, and supporting the training of staff. The LAS assists with answering and triaging email reference and directional questions and process interlibrary loan requests.

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: Tuesday - Thursday 9am-6pm, Friday 9:45am-6:15pm, Saturday 8:45am-6:15pm

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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.
• Collaborates
  with the Training Coordinator to support training goals for staff, assists with
  the scheduling of training throughout the onboarding process, and training
  staff in chat, email and reference services.
• Provides
  lead support for the departmental FAQ and departmental LibGuides.
• 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).
• 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.
• 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.
• Supports
  building closing procedures for the Main and Weaver Science and Engineering
  Libraries.
• Makes
  schedule adjustments as needed to assist with service coverage.
• 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, makes presentations as
  needed, and participates in data-based decision making.
• 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

• Ability
  to work independently and collaboratively on the design, development, delivery
  and assessment of training materials, train groups and individuals whose
  learning styles, levels of academic preparedness, and backgrounds vary greatly
  in effective use of library resources and research tools as well as experience
  evaluating individuals based on established work expectations.
• 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.
  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 handle difficult customer interactions.
• 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.
• Knowledge
  of computer/digital fluency (hardware/software) and ability to learn how to use
  new software and technology.
• Demonstrated
  ability to prioritize tasks and respond positively to unanticipated changes
  while exhibiting follow through and flexibility under demanding circumstances.
  This involves the ability to work proactively and constructively to identify,
  define and solve problems with customers and colleagues within the unit and
  library-wide.
• Knowledge
  of advanced data collection and information research methods, including the
  knowledge of specialized data analysis software (e.g., LibAnalytics, Excel, and
  Qualtrics). Skill in facilitating meetings and delivering presentations.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

• Bachelor's
  degree required.
• Minimum
  of 1 year of relevant experience required in addition to education requirement.

• Experience giving and receiving feedback in an environment dedicated to ongoing growth.
• Experience professionally representing an organization, including events.
• Experience using course management systems (e.g., Desire2Learn).
• 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 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).
• Experience working in an academic library.