Library Services Associate III

The Library Services Associate III acts as the lead for the technology lending program at the University Libraries, providing leadership and oversight of the overall program. This includes providing support for investigating, implementing, and providing training content for all lending technology, oversight of the ongoing refresh budget, managing inventory, and acting as a liaison to other areas of the library for billing and IT support. As needed, collaborates with the Information and Training team to provide content for student training, aiding in the optimization of public services, providing feedback to desk staff regarding their coordination of student employees, and independently addressing both difficult customer interactions and student employee concerns. Organizes regular meetings with library staff who assist in the technology lending program. Provides courteous customer service, information, reference and technology assistance. Additionally, the incumbent regularly attends and participates in conferences or user group meetings bringing back information for department environmental scanning and strategic planning processes and provides analysis support of a wide variety of data to management and makes recommendations for improvements.

Access and Information Services staff operate in an environment where department members work evenings and weekends for the purpose of supporting the education and research needs of customers and for promoting a safe and secure learning environment in the various libraries. This position opens the library and will participate in a bimonthly Saturday rotation and may be requested to make other schedule adjustments to assist with service coverage. You will be responsible for fostering and participating in an environment of change across the organization, including acting as a liaison to other departments. As customers’ needs change, the assignments, work and hours may change. You will also be responsible for performing leadership functions such as serving on department and library-wide committees, participating in decision making, and appropriately communicating with relevant stakeholders. Visit the University Libraries website to learn more about us.

Work Schedule: Monday - Friday, 6:45 am - 3:45 pm; Finals Expanded Hours: 5:00 am - 2:00 pm

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

• Oversees equipment lending services, including training and coordination of issues at multiple libraries across campus. This includes budget forecasting, inventory, storage, and security control; initial response to routine problems; damage assessment; liaison with library IT; assessment and benchmarking for policy/procedure changes; and provide software and technology support and training for library staff, student employees and library customers; directing the work of other staff who support equipment lending.
• Collaborates with the Information and Training team in student employee competency and training development.
• Coordinates technology needs for library Learning Studios, including acting as a liaison to library IT staff to troubleshoot issues.
• Oversees multiple AIS service sites: Provides customers with reference, technology, and circulation assistance. Provides leadership including solving problems and making non-routine decisions. Ensures safety of library customers, employees, and security of library materials through application of library and University policies and procedures. Responsible for opening the library several days per week.
• Participates in a bimonthly Saturday rotation and/or make other schedule adjustments as needed to assist with service coverage and to assist with service coverage for extended finals hours and for opening throughout the week.
• Supports the ongoing collection, management and analysis of departmental and library use and needs assessment data including data required for departmental and library projects and strategic planning.
• Supports the library in its mission and vision in providing excellent customer service, and by serving on library-wide projects, and by improving student awareness of the suite of services and resources offered by the library through participation in campus public programming, student education and success events.
• Facilitates meetings, makes presentations as needed, and participates in data-based decision making.
• 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 library.
• Other duties as assigned.

KNOWLEDGE, SKIILLS, AND ABILITIES

• Computer/digital fluency (hardware/software). This includes basic working knowledge of selection, installation, maintenance, troubleshooting, and supporting computers and associated peripheral hardware.  Demonstrated ability to monitor trends and learn to use physical and virtual maker technology such as 3D printers/scanners and virtual reality.
• Skill in the application of 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 to create training documentation.
• Ability to communicate with internal and external customers with a high degree of professionalism.
• 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 prioritize tasks and respond positively to unanticipated changes while exhibiting follow through and flexibility under demanding circumstances. This involves the ability to work proactively and constructively to identify, define and solve problems with customers and colleagues within the unit and library-wide.
• Ability to use Microsoft Outlook and Office Suite (current version) as well as familiarity with library technology, including demonstrated skills in troubleshooting hardware, software, and equipment.
• Understanding of the research and references 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 uses, including understanding the differences between primary and secondary resources.
• Ability to work independently and collaboratively on the design, development, delivery and assessment of training materials, train groups and individuals whose learning styles, levels of academic preparedness, and backgrounds vary greatly in effective use of library resources and research tools as well as experience evaluating individuals based on established work expectations.
• Knowledge of advanced data collection and information research methods, including the knowledge of specialized data analysis software (e.g., LibAnalytics, Excel, and Qualtrics). Skill in facilitating meetings and delivering presentations.
• Excellent interpersonal and communication skills, both written and verbal.
• 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 or equivalent advanced learning attained through professional level experience.
• Minimum of 1 year of related work experience or equivalent combination of education and work experience required. 

• Experience with selection, installation, maintenance, troubleshooting, and supporting computers and associated peripheral hardware.
• Experience with budget management, including forecasting future budget plans and inventory management.
• Experience gathering and analyzing internal and external data (both qualitative and quantitative).
• Experience with process improvement, cost and systems analysis, and project management.
• Experience professionally representing an organization, including events.
• Experience searching integrated Library Services Platform and record interpretation (e.g., Ex Libris).
• Experience using course management systems (e.g., Desire2Learn)
• Experience with issues pertaining to circulation and library code of conduct procedures.