Library Services Associate, Operational Lead (Multiple Positions)

The University Libraries' Access and Information Services department Library Services Associate (LSA) provides excellent customer service, including reference, technology, and circulation assistance in a fast-paced environment. They serve as the operational lead in supporting efforts to create an environment conducive for academic and scholarly endeavors by enforcing compliance with the Libraries Code of Conduct policies, through the application of other pertinent Libraries and University policies and procedures, and as the liaison with UAPD officers and building security aides in support of the resolution of incidents involving disruptive behavior or criminal activities. The incumbent in this position oversees building opening or closing procedures, assists with the training of students and staff on procedures, makes recommendations to improve procedures, and reports on building maintenance issues. The LSA 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 may change.

WORK SCHEDULES*

LSA4-1: Mondays and Tuesdays, 7:00 a.m. to 4:00 p.m.; Wednesdays and Thursdays, 7:00 a.m. to 6:00 p.m.; Fridays, 7:00 a.m. to 11:00 a.m.

LSA4-2: Wednesdays and Thursdays, 9:15 a.m. to 6:00 p.m.; Fridays, 9:15 a.m. to 6:15 p.m.; Saturdays, 8:45 a.m. to 6:15 p.m.; Sundays, 8:45 a.m. to 5:45 p.m.

*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!

CHARACTERISTIC DUTIES

• Provide 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 Libraries' information technology department, as needed, to resolve
  library equipment problems.
• Support 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 the application of other pertinent Libraries and
  University policies and procedures.
• Serve as operational lead and liaison with UAPD officers and
  security aides in support of the resolution of incidents involving disruptive
  or criminal activities. This also includes collecting information on incidents
  (i.e., the identity of the subject, a comprehensive description of the incident,
  and actions taken).
• Responsible for overseeing building opening and closing
  procedures for the Main Library and the Weaver Science and Engineering Library.
• Conduct
  building walks at Main and Weaver Science-Engineering Libraries to ensure
  compliance with appropriate user access, collect data on building occupancy,
  and document building maintenance issues.
• Serve as liaison with UA and
  Libraries' Facilities Management, as needed, for reporting building maintenance
  issues in support of resolution.
• Onboard, provide in-person orientation, train, direct work,
  monitor scheduling, and approve timecards for temporary Building Security
  Aides.
• Keep
  informed of departmental regulations, policies, and procedures.
• Facilitate meetings, make presentations as needed, and participate in data-based decision-making.
• As needed, participate in decision-making and complete assignments,
  including shared responsibility for data collection, needs assessment and
  analysis to demonstrate the quality of work and to continually improve customer
  access.
• 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

• 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 understand and apply policies and procedures, including the
  ability to resolve situations using trauma-informed-driven enforcement of
  policies.
• Leadership skills, including evidence of excellent
  initiative, organizational and time management skills.
  Ability to deal with 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 high level of attention to detail.
• Excellent interpersonal and communication skills, both written and
  verbal.
• Ability to perform duties
  independently under general supervision.
• Evidence of
  the use of good judgment and solid analytical and problem-solving skills,
  including the ability to think holistically and respond to user needs by
  carefully analyzing information in support of continual service
  improvement.
  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 required.
• 3 years of
  relevant work experience.

• Experience overseeing employee and user safety and security practices.
• Experience with issues pertaining to circulation and library code of conduct procedures.
• Experience searching integrated library systems and record interpretation (i.e., Ex Libris Alma/Primo).
• Experience providing reference assistance utilizing the usage of various research methodologies.
• Experience with the most current version of Microsoft Office suite.
• Experience using and troubleshooting computer hardware and software.
• Experience gathering and analyzing internal and external data (qualitative and quantitative).

Based on the schedules listed above, please include your availability (LSA4-1 or LSA4-2) in your cover letter.