User Services Specialist

85984BR

Campus: Tempe

User Services Specialist

Job Description

The ASU Library seeks a User Services Specialist to provide excellent customer service at the Hayden Library on the Tempe campus.  Provides a suite of services including reference, circulation, technical, and directional assistance, utilizing resources in all formats provided by ASU Library.  

The User Services Specialist assists with opening the library Tuesday-Saturday and advising library users on ASU Library and University policies.  May provide virtual informational services via “Ask a Librarian” chat / triage email.  Prepares and processes Library materials for Home Delivery shipments. This position reports to the User Services Supervisor for the first shift.

Job Family

Library & Museum

Department Name

Learning & Student Success

Full-Time/Part-Time

Full-Time

Grant Funded Position

This is not a grant funded position and is not contingent on future grant funding.

Salary Range

$42,000 per year

Close Date

22-November-2022

Essential Duties

Customer service
• Provide intermediate subject-based reference, information and referral services to users, combining a wide range of library and information sources in a variety of formats.
• Provide circulation services, including check-out / check-in, loan policy, holds, billing policies.
• Display knowledge and understanding of all ASU Library services, including current initiatives such as map and geospatial services, maker services and data visualization.
• May provide virtual informational services via “Ask a Librarian” chat / triage email.
• Resolve and answer routine requests and interpret ASU Library / University policy and practice for library users.
• Provide basic troubleshooting of computer and printing needs.
• Provide directional assistance for the Library and campus.

Assist with opening Hayden Library Tuesday-Saturday mornings
• Assist in overseeing service points and building activities, including security and maintenance issues
• Resolve conflicts and address emergencies; refer to supervisor and/or ASU Police as appropriate

Prepare and process library materials for Home Delivery shipments.
• Receive Home Delivery requests, confirm eligibility, verify patron home address,
• Process and package library materials.
• Utilize shipping software program and equipment
• Reconcile shipping issues which may arise through the Library ticketing system.

Carry out fulfillment duties, including but not limited to:
• Process resource requests (e.g. holds, recalls).
• Monitor materials on hold for library users.
• Run and process system-generated material status lists.

May assist with training and oversight of student employees.

May assist at other library locations as needed.

Minimum Qualifications

Associate’s degree AND 2 years prior customer service experience OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Desired Qualifications

• Demonstrated knowledge of library practices, policies, and procedures.
• Demonstrated knowledge of research databases, LibGuides usage, Library of Congress Classification System. 
• Experience using integrated library systems (e.g. ExLibris Alma).
• Experience in using Microsoft Office Suite, Google Drive applications, employee communication software (e.g. Slack, Zoom).
• Evidence of effective communication skills
• Demonstrates customer service principles, methods and practices.
• Demonstrates understanding of the concepts of equity, diversity, and inclusion.
• Demonstrates understanding of the concepts of sustainable practices. 

Working Environment

• Activities are performed in an environmentally controlled office setting subject to extended periods of sitting and/or standing.
• Exposure to dust and other airborne materials.
• Utilize computer, phone, and various technologies (Google Workspace, Microsoft Office Suite, Slack, Zoom, etc.), office equipment (copier, printer, scanner, etc.).
• May oversee various projects within the library involving handling, sorting, shelving or relocation of physical materials.
• Responsible for oversight of building security, maintenance issues, and compliance with university policy in absence of direct supervisor.
• May work alternate hours, including nights and/or weekends, as needed.

● Fall/Spring/Summer – Tuesday-Friday, 6:45am-3:45pm; Saturday 8:45am-5:45pm 

● Intersession – Monday-Friday 7:45am-4:45pm

● Some flexibility may be occasionally needed to assist with weekend or evening hours       

Department Statement

A center of energy, imagination and innovation, the ASU Library is home to eight library facilities across four ASU campus locations – providing students and faculty access to millions of information resources, learning assets, world-class collections, outstanding study spaces, advanced data centers and a suite of makerspaces. Serving as a critical gateway to ASU’s research and knowledge enterprise, the ASU Library works to collaborate, educate and innovate across disciplines, communities and technologies, while leveraging key research, learning and engagement opportunities that are unique to ASU. A strong supporter of student success and a critical partner in realizing the New American University mission of access, excellence and impact, the ASU Library is a space of potentiality, out of which many futures can be built and of which none are excluded. More information about the library can be found at lib.asu.edu .

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation’s fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources .

Employment Verification Statement

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Instructions to Apply

Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

IMPORTANT NOTE: What is the meaning of “equivalent combination” in the minimum qualifications? It means one year of higher education or 24 credit hours, is equal to one year of experience. For example, a four year Bachelor’s degree is equal to four years of experience.