Library Services Associate III

The University Libraries, Access and Information Services department seeks a Library Services Associate (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 incumbent in this position 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.

The LSA also coordinates the work of and provides direction to student employees and may serve on both departmental and library-wide projects and assignments.

The Library Services Associate III supports the Library Services Associate IV student manager as the staff member responsible for directing student employees in the evening and on Sundays. This includes assisting with scheduling, training, time approvals, and effective communication with various individuals, including the Library Services Associate IV. They also support the Technology Lending Supervisor, including training of staff and student employees and the coordination of issues at multiple libraries across campus.

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: Sunday-Thursday 3:15 p.m. - 12:15 a.m. (including closing the library)*

*Summer hours will shift to align with building hours, 6:45 a.m. to 7:15 p.m. Employees will work an 8-hour shift on their assigned days of the week that may include either opening or closing responsibilities.

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

• Responsible
  for providing student management support for 25-30 part-time student employees
  with responsibilities being during evenings and on Sunday. This includes
  assisting with scheduling, training, time approvals, performance issues, and
  effective communication with various individuals (e.g., desk staff, Library
  Services Associate IV Student Manager, and supervisors) to ensure tasks are
  performed correctly.
• Supports
  technology lending supervisor, including training and coordination of issues at
  multiple libraries across campus. This includes inventory, storage, and
  security control; initial response to routine problems; damage assessment re:
  wear and tear versus customer responsibility for damage; liaison with library
  IT; assessment and benchmarking for policy/procedure changes; provide software
  and technology support and training for library staff, part-time student
  employees and library customers; directing the work of other staff who support
  equipment lending.
• Oversees
  front-line services operations, ensuring adequate staffing based on historical
  patterns and data.
• 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; direct the work of student
  employees who assist with this work; and liaise 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.
• Backup
  support for opening procedures for the Main and Weaver Science and Engineering
  Libraries.
• Supports
  the ongoing collection, management and analysis of departmental and library use
  and needs assessment data including data required for departmental and library
  projects and strategic planning.
• 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.
• 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, & ABILITIES

• Ability
  to work independently and collaboratively on the design, development, delivery
  and assessment of customized technology instruction, 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.
• Ability
  to exercise sound judgment.
• Ability
  to exercise excellent initiative, organization, and time management skills.
• Knowledge
  of supervisory principles.
• Ability
  to understand and apply policies and procedures, including the ability to
  resolve situations using conflict resolution skills in the enforcement of
  policies.
• Knowledge
  of computer/digital fluency (hardware/software) to guide student employees.
• 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.
• Excellent
  customer service skills, including the ability to collaborate with peers to
  meet customers' needs and ensure customer satisfaction.
• Ability
  to create effective training documentation.
• Ability
  to perform duties independently under general supervision.
• Ability
  to handle difficult customer interactions.
• 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.
• Excellent
  interpersonal and communication skills, both written and verbal.
• 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.
• 1 year of relevant experience required in addition to education requirement.

• Experience supervising student workers, including scheduling, training, approving payroll, developing and tracking wage budget, and daily direction.
  
• Experience maintaining daily operations of a technology lending program.
  
• Experience responding to customer inquiries using automated systems (i.e., LibApps/Springshare and ServiceNow).
  
• Experience providing reference assistance utilizing various research methodologies and online databases.
  
• Experience searching integrated Library Services Platform and record interpretation (e.g., Ex Libris).
  
• Experience using course management systems (e.g., Desire2Learn)
  
• Experience gathering and analyzing internal and external data (both qualitative and quantitative).
  
• Experience professionally representing an organization, including events.
  
• Experience with process improvement, cost and systems analysis, and project management.
  
• Experience with issues pertaining to circulation and library code of conduct procedures.
  
• Experience with current version of Microsoft Office suite.