Public Services & User Support Aide

These are the values which have created a tradition of excellence spanning more than six decades, and which are enabling Holyoke Community College to meet today's challenges.

Mission: Educate. Inspire. Connect.

Values: Kindness, Inclusion, Trust, Innovation & Collaboration

Kindness, inclusion and trust are the foundation of the work that we do together. Innovation and collaboration enable us to explore and implement the ideas that will shape our future.

Holyoke Community College is seeking a service-oriented, dependable, and welcoming individual to join the Library team as a Library Services Aide. This position provides front-line support at the library's public service desk, serving as an initial point of contact for students, faculty, staff, and community members seeking assistance with library services and resources. The Library Services Aide answers general questions, assists users with printing and other library technologies, provides directional guidance, and connects users with librarians for research assistance and other specialized services. The position plays an important role in creating a welcoming, responsive, and inclusive library environment while supporting the daily operations of the Library. The ideal candidate demonstrates excellent customer service skills, strong communication abilities, attention to detail, and a commitment to supporting student success. The position is a seasonal, part-time position. The position is for 20 hours a week, Monday - Thursday from 2:00 p.m. to 6:00 p.m., and Friday from 12:30 p.m. to 4:30 p.m.

Public Service & User Support

• Staffs the library's public service desk and provides courteous, front-line service to students, faculty, staff, and community members.
• Serves as the first point of contact for general library inquiries and provides information regarding library services, spaces, policies, and procedures.
• Assists library users with printing, copying, scanning, computers, and other publicly available technology, providing basic troubleshooting as appropriate.
• Provides directional assistance within the library and refers users to appropriate campus resources or library staff when needed.
• Assists patrons with locating library materials and navigating the library's physical spaces and online resources.
• Refers research, instructional, technology, or other specialized questions to librarians or appropriate library staff.
• Maintains familiarity with library resources, services, and procedures to provide consistent, welcoming, and equitable customer service.
• Helps maintain the cleanliness, organization, and functionality of public service areas, study spaces, and public-use technology.
• Reports equipment, technology, facility, or collection concerns to library staff.
• Assists with opening and closing procedures as assigned.

General Library Operations

• Participates in job-related training and staff meetings as appropriate.
• Assists with routine operational tasks and other library support activities as assigned.
• Performs other related duties that are consistent with the scope and level of the position.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous customer service experience.
• Strong communication, interpersonal, and organizational skills.
• Ability to work effectively with a diverse student body, faculty, staff, and community members.
• Ability to work independently while exercising sound judgment in referring questions to library staff.
• Basic computer proficiency, including experience using common office software, web browsers, and online applications.
• Ability to learn and assist users with printing, scanning, and other library technologies.

Equivalency Statement: We welcome and encourage applicants who do not meet the qualifications as stated above, to put in writing precisely how their background and experience have prepared them for the responsibilities of this position. It is preferred that this document be uploaded separately from the resume, cover letter, and references.

Preferred Qualifications:

• Experience working in a library, educational, or customer service environment.
• Experience providing front-line customer service in a public-facing setting.
• Familiarity with library resources, discovery systems, or other academic support services.
• Bilingual (English/Spanish).

Part-Time, Non-Benefited Position (Temporary Position)

Hourly Rate: $18.00
Hours: The position is for 20 hours a week, Monday - Thursday from 2:00 p.m. to 6:00 p.m., and Friday from 12:30 p.m. to 4:30 p.m.
Funding Source: Trust

Disability Accommodations:

Holyoke Community College is committed to the full inclusion of individuals with disabilities and will ensure the availability of reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, please contact the Office of People and Talent at (413) 552-2554.

Background Check:

• Employment is contingent upon the successful completion and review of a background check which will include CORI (Criminal Offender Record Information) and SORI (Sex Offender Registry Information).
• All candidates must have legal authorization to work in the United States. HCC is not sponsoring H1B Visa.

Holyoke Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran status, genetic information, gender identity or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and college policies. The College prohibits sexual harassment, including sexual violence. Inquiries or complaints concerning discrimination, harassment, retaliation or sexual violence shall be referred to the College's Affirmative Action and/or Title IX Coordinator, the Massachusetts Commission Against Discrimination, the Equal Employment Opportunities Commission or the United States Department of Education's Office for Civil Rights.