Job Title: Library Specialist III - Technology Support and Service Point
Classification: C3
Department: University Libraries
Updated: January 2019

Job Summary

Troubleshoots and provides technical support in the areas of library systems, hardware, and software for the Operations and User Services department and for library patrons. Oversees patron interactions and provides leadership in customer service initiatives for University Libraries, delivering an array of library services, securing the library and its resources, and ensuring an environment conducive to learning. Flexibility to work varied shifts is required.

Essential Functions

• Provide technical support for students and faculty using computer labs, copiers, printers, office space and instruction labs equipment.
• Observes and oversees user experience student assistant and patron interaction and is responsible for intervening when necessary to address elevated patron emotion and/or to provide clarification related to policies and procedures. Responsible for training and guiding user experience student assistants on issues related to customer service, library services and resources, and coaches them in communicating with clarity and tact.
• Responsible for assisting patrons with a wide range of transactions and inquiries related to the circulation of materials, patron accounts, library policies, reference and access, directional, and of general variety usually in a high-paced, multi-tasked physical and virtual environment.
• Provides reference and research services requiring an in-depth knowledge of the library’s holdings, web site and online databases. Additionally, knowledge of proper reference interview technique is also needed.
• Assist with gathering and compiling statistics in relation to the user experience program.
• Helps ensure the safest possible library environment and the security of library resources and equipment.
• Participates in the promotion of library services.
• Provide building orientation and leads building tours.
• Oversees opening and/or closing of the library.
• Run updates to some of the library systems and assist in technical support for Operation and User Services staff.
• Identify and report problems with the facilities (i.e. burned-out light bulbs, water leaks, etc.) and help reduce energy use in the building.
• Communicate and provide support for events held within the facility.
• Other duties as assigned.

Non-Essential Functions

• Assists with projects as assigned.
• Assist with energy issues by monitoring and reducing the use of lights, power and water as appropriate.
• Inform and explain to students and staff the energy compliance measures including light dimming and under floor air distribution systems.

Required Qualifications

• High school graduate or equivalent.
• Minimum of three years of relevant work experience.
• Strong knowledge of Microsoft Office suite.
• Familiarity with Windows and Macintosh operating systems.
• Experience troubleshooting hardware/software issues.
• Knowledge of principles and concepts of peer to peer pedagogy.
• Ability to anticipate and quickly adapt to any potential problems arising in the library.
• Demonstrated experience to successfully work under pressure and meet deadlines.
• Demonstrated experience to successfully maintain positive intercultural and interpersonal relationships.
• Demonstrated experience to successfully operate office equipment.
• Demonstrated experience to successfully provide quality customer service.
• Demonstrated experience to successfully maintain satisfactory work performance and attendance records.
• Possess strong verbal and written communication skills.
• Typing and spelling competency.
• Demonstrated experience working with databases.
• Demonstrated experience to successfully use a variety of computer software applications.
• Demonstrated experience to successfully work independently, organize own work and coordinate work activities of others.
• Excellent grammar and proofreading skills.

Preferred Qualifications

• Some college course work.
• Experience working in academic libraries.
• Familiarity with an integrated library system.
• Supervisory experience.
• Demonstrated experience to successfully perform mathematical calculations with speed and accuracy.

Supervision Received

Receives general instruction from a designated supervisor but is generally expected to work independently.

Supervision Exercised

Hire, train, supervise, schedule and coordinate the work of student employees and may act as lead worker to other PSS staff members within the department/unit/division. 

Physical Demands

• To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.

Standard hours for this position: Coverage during open library hours (gvsu.edu/library/hours) including pre and post opening hours, Tuesday-Saturday evenings.

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