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

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

Company:
The University of Arizona

Job Location:
Tucson, 85724

Category:
Libraries

Type:
Full-Time

Posting Number: req25082

Department: Access & Information Services

Location: Tucson Campus

Address: Tucson, AZ USA

Position Highlights

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

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!

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.

Duties & Responsibilities

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.

Minimum Qualifications

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

Preferred Qualifications

• 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.

FLSA: Non-Exempt

Full Time/Part Time: Full Time

Number of Hours Worked per Week: 40

Job FTE: 1.0

Work Calendar: Fiscal

Job Category: Libraries

Benefits Eligible: Yes - Full Benefits

Rate of Pay: $18.15 - $22.69

Compensation Type: hourly rate

Grade 4

Compensation Guidance

The Rate of Pay Field represents the University of Arizona's good faith and reasonable estimate of the range of possible compensation at the time of posting. The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.

The Grade Range represent a full range of career compensation growth over time. The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide and our Total Rewards Calculator.

Career Stream and Level OC3

Job Family Library Services

Job Function Libraries

Type of criminal background check required: Name-based criminal background check (non-security sensitive)

Number of Vacancies: 1

Contact Information for Candidates
Armando Cruz | armandocruz@arizona.edu

Open Until Filled: Yes

Documents Needed to Apply: Resume and Cover Letter

Notice of Availability of the Annual Security and Fire Safety Report

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act), each year the University of Arizona releases an Annual Security Report (ASR) for each of the University's campuses. These reports disclose information including Clery crime statistics for the previous three calendar years and policies, procedures, and programs the University uses to keep students and employees safe, including how to report crimes or other emergencies and resources for crime victims. As a campus with residential housing facilities, the Main Campus ASR also includes a combined Annual Fire Safety report with information on fire statistics and fire safety systems, policies, and procedures.
Paper copies of the Reports can be obtained by contacting the University Compliance Office at cleryact@arizona.edu.