User Services Specialist

Reporting to the Senior Director, Library Administration and User Services, the User Services Specialist delivers responsive, user-centered public service to students, faculty, staff, and visitors through the Library’s Information Desk and related User Services operations.

About the role

• Provides day-to-day work direction and support for student assistants, including scheduling, training, mentoring, and coordinating routine service work.
• Supports access services such as circulation, Information Desk services, wayfinding, tours and orientations, stacks maintenance, physical collections access, technology lending, selected maker services, and creative technology support.
• Coordinates with Facilities Management on building issues and supports programs, events, and activities in the Academic Commons to enhance learning, research, and community engagement.
• Contributes to communications, assessment, documentation, and ongoing improvements to public-facing library services.
• Manages the “Second Shift” at the Information Desk during semesters: 4:00 p.m.–12:30 a.m., Monday–Thursday, and 2:00 p.m.–10:30 p.m. on Fridays. Shares responsibilities with the “First Shift” supervisor during intersessions.
• This position is represented for purposes of collective bargaining by SEIU.

Responsibilities

• Coordinates day-to-day Information Desk operations during assigned shifts, including regular opening and closing responsibilities, frontline public service, circulation support, basic troubleshooting, directional assistance, and referrals to other library staff when needed. (Essential)
• Provides day-to-day work direction and support to student assistants, including scheduling, onboarding, training, mentoring, assigning routine tasks, answering questions, monitoring service quality, and communicating staffing or performance concerns to the User Services supervisor. (Essential)
• Supports and coordinates circulation workflows for books, journals, media, technology, and other loanable items, including staff-assisted and self-service check-in and check-out, item replacements, and patron account support. (Essential)
• Supports technology lending, selected maker services, and creative technology support, including the circulation of loanable equipment, basic user assistance, routine troubleshooting, documentation, and inventory support. (Essential)
• Coordinates programs, events, and activities in the building by maintaining the Academic Commons shared calendar; processing and responding to space reservation requests; routing inquiries to appropriate staff or campus partners; coordinating building access and event readiness; communicating with Facilities Management regarding maintenance, setup, and public space issues; ordering supplies, food, beverages, and other event materials; supporting event setup, troubleshooting, and follow-up; and helping keep public spaces functional, welcoming, and ready for use. (Essential)
• Contributes to assessment, reporting, and continuous improvement across User Services by developing, documenting, maintaining, and refining access services workflows, data collection practices, procedures, and best practices. (Essential)

Requirements

• Bachelor’s degree in a field related to position duties or equivalent combination of education and experience.
• Two years of experience in an academic library, higher education, or a similar public-facing service environment.
• Strong user-centered public service orientation in supporting students, faculty, staff, and visitors.
• Working knowledge of discovery and integrated library systems, such as Ex Libris’ Alma/Primo and Leganto or equivalent.
• Familiarity with academic library websites, catalogs, circulation workflows, and online searching.
• Ability to schedule, train, mentor, and provide day-to-day work direction for student assistants in a busy service environment.
• Ability to provide basic user and technical support for loanable library technology, maker services, and creative technology tools.
• Ability to coordinate routine event logistics, building access needs, and communication with Facilities Management and other campus partners.
• Ability to learn, document, assess, and improve access services workflows, data-collection practices, procedures, and best practices.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint), Google Drive/Folders/Forms, Adobe Acrobat, web editing, and social media applications or any combination of productivity programs applicable to position responsibilities.
• Demonstrated ability to be detail-oriented and thorough; skilled at anticipating and preventing potential problems and handling a wide variety of tasks with efficiency and accuracy. Strong commitment to a quality work product.
• Demonstrated ability to effectively communicate verbally, in writing, and electronically. Effective interpersonal skills as evidenced in the ability to collaborate with a variety of constituencies.
• Demonstrated commitment to justice, equity, inclusion, and diversity.
• Demonstrated skill in adapting to and performing work effectively in high-volume, high-accountability, confidential environments with multiple and changing priorities. Effective organizational, logistical, time management, and planning skills with the ability to manage and prioritize multiple tasks/projects simultaneously.
• Ability to self-motivate and work independently.
• Ability to provide effective leadership and training, and to work effectively and professionally across functions, disciplines, levels, and with diverse groups.

Preferred Qualifications

• Familiarity with academic library access services, especially circulation, Information Desk operations, building operations, event support, technology lending, maker services, or creative technology support.

Pay

Expected hiring range: $20.19/hr–$23.00/hr. Final base salary will be determined based on skills, education, experience, and geographic location, in compliance with applicable pay equity laws and consideration of internal equity among current employees. Hiring at the maximum of the range would not be typical to allow for future and continued salary growth.

Benefits

The college offers a generous compensation and benefits package.

Schedule

• Full-time, non-exempt, 40 hours per week.
• Second Shift during semesters: 4:00 p.m.–12:30 a.m., Monday–Thursday, and 2:00 p.m.–10:30 p.m. on Fridays.
• Shared responsibilities with the “First Shift” supervisor during intersessions.