Library Services Associate II

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 the education needs of customers and for promoting a safe and secure learning environment in the various libraries.

The incumbent in this position assists customers with basic research needs, providing information, reference, and technology assistance that facilitates customer access to the collections of the University of Arizona Libraries.

This position acts as the lead for student employee hiring for the AIS department which employs up to 60 student employees during the regular semester. Incumbent also leads student outreach events during midterms and finals to help foster student wellness during stressful times.

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. 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:

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; state and optional 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.
• Provides leadership including solving problems and making non-routine decisions using sound judgment, following through to solve public desk issues, and coordinating the work of and providing direction to student employees.
• Assists the leads student hiring staff member which includes posting job openings, reviewing candidates, conducting interviews and reference checks, completing hiring paperwork and coordinating with student managers and UA Human Resources employees.
• Ensures safety of library customers and employees and security of library materials through application of library 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.
• As needed, responsible for opening/closing and securing various UA 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.
• The UA Libraries support the UA’s diversity and inclusiveness strategic initiatives designed to create an inclusive environment for all faculty, staff, and students. The candidate is expected to support diversity and inclusiveness efforts in the department and college.
• Other duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES

• Customer service skills.
• Ability to work with diverse people and serve a diverse population.
• Ability to deal with difficult customer interactions and work with outside departments to follow university policies and procedures in reporting building incidents and criminal activity.
• Skill in interviewing customers regarding reference service and sources to better understand customer need.
• Understanding of the research and reference process as well as a broad understanding of various types of reference sources (e.g., library catalog, indexes, web-scale discovery services, search engines, virtual and print resources) and their appropriate use, including understanding the differences between primary and secondary resources.
• Familiarity with library technology, including demonstrated skills in troubleshooting hardware, software and equipment.
• Knowledge of specialized software (e.g., Illiad, AutoCAD, Final Cut Pro, Adobe Creative Cloud).
• Excellent interpersonal and communication skills, both written and verbal.
• Leadership skills, including excellent initiative, organizational and time management skills and the ability to use good judgment.
• Ability to think holistically and respond to user needs.
• Solid analytical and problem-solving skills.
• Ability to work autonomously with minimal supervision.
• Ability and willingness to learn new skills as the work environment and customer needs change, including independently learning how to use new software/technology (e.g., Virtual Reality, 3D or other makerspace technology).
• Ability to work in a highly collaborative and inclusive environment, one that values and leverages the benefits of diverse perspectives.
• Positive attitude and strong demonstration of Our Values: Collaboration, Continuous Learning, Diversity, Innovation, and Integrity.

• Bachelor's degree.

• Experience searching integrated Library Services Platform and record interpretation (e.g., Ex Libris).
• Experience providing reference services (in-person and virtual) in an academic, research or large public library.
• Experience scheduling, interviewing and hiring employees.
• Experience planning and leading outreach events.
• Experience using Microsoft Outlook and Office Suite.
• Experience processing Interlibrary Loan requests.
• Experience giving and receiving feedback in an environment dedicated to ongoing growth.
• Experience problem -solving issues pertaining to circulation and specialized library areas.
• Experience with process improvement, cost and systems analysis, and project management.