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 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.

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.

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.
• 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 regards to reporting criminal activity or emergency situations), Campus and Library Facilities (in regards to building problems), Library Systems (in regards to library equipment problems), and as needed Risk Management (in regards to reporting incidents) during evening and weekend hours. As needed, responsible for opening/closing and securing various UA Libraries.  Scheduled to close the libraries Fridays and Saturdays.
• Collaborates with the Training Coordinator to support training goals including providing feedback on trainee progress.
• Responsible for accurately searching incoming Interlibrary Loan requests facilitating customer access to materials owned and not owned by the University of Arizona Libraries. Utilizes ILLiad (interlibrary loan and document delivery management software), the UA Library online catalog, and a variety of UA online databases (FirstSearch, ProQuest, IEEE Xplore, Science Direct).
• Monitors email reference queue answering and triages questions in the evening and/or weekends.
• 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, including the ability to work with diverse people and serve a diverse population, as well as taking a proactive approach to meeting customer need, coordinating with peers in order to effectively meet customer need and initiating effective interventions that result in customer satisfaction.
• 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.
• Excellent interpersonal and communication skills, both written and verbal.
• Leadership skills, including evidence of excellent initiative, organizational and time management skills; evidence of the use of good judgment and solid analytical and problem-solving skills with 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.
• 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.
• 1 year of relevant experience in addition to education requirement.

• Experience giving and receiving feedback in an environment dedicated to ongoing growth.
• Experience working in an academic library.