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Library Specialist, Senior, User Services–- Northern Arizona University, Cline Library

posted Nov 2, 2017, 5:48 AM by Lars Hagelin
At this time primary work hours will be: Sunday through Thursday 3pm – Midnight. This position requires the flexibility to work extended and non-standard work hours as needed to accomplish objectives.

Only complete applications will be considered. Application must include an attachment that contains: (1) a cover letter highlighting your qualifications for this position; (2) a resume; and (3) names and contact information for three professional references. Please save and submit all items, in the order stated, as a single PDF or Word document.

Job Description

This position leads the library’s evening information, research, and referral service and works with the Library Specialist, Sr., to design and deliver reference-based training for staff.

The position actively contributes to the programs and services provided at the Main Desk and online via chat and participates in conceptualizing, designing, delivering, and improving user-focused services that contribute to the academic success of faculty and students. It reports to the Head, User Services.

Duties and Responsibilities:
  • As the lead for the library’s evening reference service (5pm – Midnight), provide comprehensive information, research, and referral support at the Main Desk, virtually through chat and web conferencing software, by phone, and through email. Improve the quality of Cline Library’s reference services in collaboration with Head, User Services, & Head, Teaching, Learning & Research Services. Collaborate with User Services Librarian and Library Specialist, Sr., to monitor reference data to inform and provide discipline-specific and other training. 
  • Provide outstanding quality customer service to all library users (students, faculty, staff, CCC users, and community members) at a very active Main Desk offering user assistance, including check-out of library collections, equipment, spaces, and more. Offer technology troubleshooting support to users in the building and those trying to connect to the library’s website and online resources. 
  • Support evening Library Supervisor in maintaining the functionality of the library during evening hours. May direct the work of student employees. In the absence of the evening supervisor, assume responsibility of building oversight. 
  • Apply sound decision-making and communicate complex information during interactions whether in person, by email, phone or via chat. 
  • Maintain a high level of awareness of library policies and procedures and apply appropriately to user interactions. 
  • Actively participate in achieving organizational priorities through cross-training in other library units. Participate in and contribute positively to library-wide planning and initiatives. 
  • Sustain flexibility in work schedule to accommodate shifting priorities of the unit. 
Minimum Qualifications
  • Bachelor's degree AND two years progressively responsible library experience; OR, 
  • Six years progressively responsible library, information center or related work experience; OR, 
  • Any equivalent combination of experience, training and/or education. 
Preferred Qualifications
  • Experience providing reference and research support (in person and virtual) in an academic, research or large public library. 
  • Experience developing training to improve reference competencies. 
Knowledge, Skills, and Abilities
  • Experience in and strong commitment to outstanding customer service in a user-centered environment. 
  • Demonstrated knowledge of current and emerging technologies in the education environment. 
  • Ability to effectively train staff and coordinate the work of others. 
  • Experience with library-specific tools including online resources, instant messaging (Chat), library service platforms such as Ex Libris Alma/Primo, and scheduling tools. 
  • Demonstrated ability to self-direct learning. 
  • Ability to use critical thinking and work under pressure to effectively communicate with users in difficult transactions. 
  • Evidence of a high level of productivity and flexibility when working independently or in teams, as changing situations require. 
  • Ability to communicate and work effectively and collegially with people from a diverse and inclusive community. 

This position's pay grade is 51. The salary range for this paygrade can be found on the CLS Grade Schedule.

**The starting salary will be determined by the qualifications of the selected applicant balanced with departmental budget availability, internal salary equity considerations, and available market information.