Library Support Specialist-User Services

Type: Full-Time Posted: 12/06/2024 Category: Libraries Applications Accepted From Public: Open to the public , University Wide, AFSCME 3200 University Wide

Special Instructions to Applicants

PLEASE NOTE: THIS POSITION IS BEING POSTED INTERNALLY AND TO THE PUBLIC SIMULTANEOUSLY IN ORDER TO EXPEDITE THE POSTING PROCESS. HOWEVER, CURRENT OHIO UNIVERSITY AFSCME 3200 EMPLOYEES WILL BE CONSIDERED FIRST.

Please complete the online application and attach required documents. Required documents include a detailed cover letter, resume, and a list of at least three (3) professional references with current contact details, including email addresses.

We seek candidates with a commitment to working effectively with students, faculty and staff from diverse backgrounds.

For full consideration for this position, all applicants should apply on or before the posting close date.

This position is eligible for the following benefits medical, vision, dental, basic and supplemental life, winter break closure, paid holidays, educational benefits for you and eligible dependents, sick leave, vacation, and retirement.

Posting Number: 20166524S

Job Description

Staff members in this sub-family apply technical knowledge and skills in support of library services and information management.

Job Responsibilities:

• Responds to inquiries via telephone, email, live chat and in person that require advanced knowledge of library procedures, resources, operations, and policies.
• Supervises, trains, and/or directs the work of classified and/or student workers.
• Performs job responsibilities within guidelines of normal practice, but often requires independent priority setting and judgment.
• Utilizes specialized tools, software, and databases to perform tasks or assist customers.
• Creates and updates complex data in library and/or University databases and troubleshoots and resolves problems within guidelines of normal practice. Oversees functional operations of a service and/or service point including troubleshooting and resolving problems within guidelines of normal practice. Troubleshoots issues and resolves problems.
• Advises internal and external customers on procedural matters within established protocols and responds to complex questions from internal and external customers within established protocols.

Departmental Specific Job Description

As a member of the User Services department, this position works collaboratively and communicates regularly with supervisors, desk colleagues, subject librarians, and student employees to ensure quality customer service; answer and refer research and directional questions; provide a safe learning environment; contribute to patron user experience improvement initiatives. This position delivers an excellent in-person and online customer service experience in support of information seeking and research skill development; provides functional supervision of student service desk employees; assists end users with library technology applications and equipment; provides support for the creation and maintenance of library research guides, FAQs, and other web-based content. Responsible for opening the building during the academic term.

Departmental Specific Job Responsibilities

Delivers excellent customer service in support of information seeking and research skill development:

• Works without direct supervision during most hours of their workday to provide oversight of Alden Library's study spaces and service desk operations.
• Assists library visitors with directional, research, circulation, and technology questions in-person, via chat, and on the telephone, referring questions to subject matter experts as appropriate.
• Develops and maintains knowledge and search skills to best help patrons with finding information and navigating library resources.
• Communicates with supervisor and colleagues to ensure consistent delivery of services and safe study spaces across all open hours.
• Works directly with other User Services staff members to provide services at Alden Library's 2nd or 4th floor service desk during open hours.
• Provides functional supervision of student employees while staffing the service desk.
• Serves as essential staff to maintain library operations during campus emergency closures.
• Responsible for opening the building during the academic term.Works with a team to provide support for the creation and maintenance of library research guides, FAQs, and other web-based content.
• Assists with maintaining the library website through proof reading, editing, and updating web content.
• Provides support to librarians and other colleagues with research guides, tutorial design, instructional video production, and other web-based instructional content.
• Audits web content to ensure information is accurate and user friendly.Advances the culture and initiatives of user experience, student employee & student engagement, and customer service throughout the work of the department, other service desk staff, and the larger library organization.
• Participates in departmental work to measure the user experience for patrons in library physical spaces as well as users of our online resources.
• Works with departmental colleagues to improve user experience for online services and physical spaces.
• Partners with colleagues to continually improve customer services at all patron access points.Minimum Qualifications

Extensive experience in libraries/museums and advanced understanding of library/museum policies and procedures typically obtained by a high school degree and a minimum of 3 years of related library experience. An equivalent combination of education, training, and experience is acceptable.

Specific knowledge, certifications, and licensure will apply at the position level.

Preferred Qualifications

• Bachelor's degreeDepartment Library

Pay Rate: AFCSME 3200|14| $16.84 - $26.11 per hour and is accompanied by our generous university benefits such as tuition for self and dependents, a comprehensive insurance package (including but not limited to health, prescription, vision, dental, and life insurance), an excellent retirement plan including company contributions, parental leave, adoption reimbursement, and more.

Job Open Date 12/05/2024

Posting Close Date

January 5, 2025

Job Category: Classified AFSCME 3200 Bargaining Unit appointment

Months 12 month

Planning Unit: Library

Work Schedule

Typical work expectations are: Sunday, 9:30 a.m. - 6:30 p.m. Monday - Thursday, 6:30 a.m. - 3:30 p.m. A one hour unpaid lunch is included in the hours above.

Campus: Athens

Expected hours worked per week 40

Expected duration of assignment Ongoing

Applicants may contact this person if they have questions about this position. Andrew Stuart, interim Head of User Services, [email protected]

Non-Discrimination Statement

Ohio University is proud of its rich history, diverse campuses, international communities, and beautiful Appalachian settings. As part of our ongoing efforts to provide and support a transformative learning experience, we affirm our commitment to fostering a welcoming, respectful, diverse, and inclusive workforce and community. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, national origin, ethnicity, national ancestry, sex, pregnancy, gender, gender identity or expression, sexual orientation, status as a parent or foster parent, military service or veteran status, mental or physical disability, or genetic information. Ohio University is an Equal Opportunity Employer.

Job Family/Subfamily Library Services/Museum-Library Support

Career Track & Level TAS 3

Pay Grade AF3200 |14|

Clery Act Statistics

To view the Clery Act Annual Safety and Fire Report Click Here!

Ohio University is committed to creating a respectful and inclusive educational and workplace environment. Ohio University is an equal access/equal opportunity and affirmative action employer with a strong commitment to building and maintaining a diverse workforce. Women, persons of color, persons with disabilities, and veterans are encouraged to apply.