Library Services Associate, Operational Lead (University of Arizona Libraries)

This Library Services Associate, Operational Lead (University of Arizona Libraries) position is with University of Arizona in Tucson, AZ. Customer Service Technical Support: Provide customers with reference, technology, and circulation assistance (in-person, online via chat, phone, and email), including locating library information, resources, materials, and services. Negotiating overdue accounts and answering billing and collections questions. Troubleshooting software, computers, laptops, projectors, and other emerging technology. Staff Leadership Operational Support: Direct the work of student employees. Liaise with the Libraries’ Information Technology department, as needed, to resolve library equipment problems. Library Operations, Safety Security: Support efforts to create an environment conducive to study, meetings, and collaboration (i.e., academic and scholarly endeavors) by enforcing compliance with the Libraries Code of Conduct policies and through application of other pertinent Libraries and University policies and procedures. Conduct building walks at Main and Weaver Science-Engineering Libraries to ensure compliance with appropriate user access, collect data on building occupancy, and document facility issues. Serve as a liaison with Campus and Library Facilities Management, as needed, to report building problems and support their resolution. Oversee building closing procedures for the Main Library and the Weaver Science and Engineering Library. Serve as the operational lead and liaison with UAPD officers and security aides in support of the resolution of incidents involving disruptive behavior or criminal activities. This also includes collecting information on incidents (i.e., the identity of subjects, comprehensive descriptions of incidents, and actions taken). Onboard, provide in-person orientation, train, direct work, monitor scheduling, and approve time cards for temporary Building Security Monitors. Administrative Support Continuous Improvement: Participate in department meetings, 1:1 employee/supervisor meetings, and other special group meetings, including facilitating meetings and making presentations as needed. Remain informed of departmental regulations, policies, and procedures. As needed, participates in data-based decision-making and complete assignments, including shared responsibility for data collection, needs assessment, and analysis to demonstrate quality of work and continually improve customer access. Other duties as assigned. Knowledge, Skills, and Abilities (KSAs): Knowledge of library reference resources (i.e., library catalogs, indexes, search engines, print resources, etc.) and their appropriate use, including understanding the difference between primary and secondary resources. Excellent customer service skills. Ability to understand and apply UA and library policies and procedures, including the ability to resolve situations using trauma-informed-driven enforcement of policies. Ability to deal with difficult customer interactions and work with outside departments to follow University policies and procedures when reporting building incidents and criminal activity. Ability to maintain the appropriate security and confidentiality of information created or encountered in the performance of assigned duties. Demonstrated leadership skills, including evidence of excellent initiative, and strong organizational and time management skills. Excellent interpersonal and written and verbal communication skills. Ability to work effectively with people from a variety of backgrounds. Ability to perform duties independently under general supervision. Evidence of the use of good judgment and strong analytical and problem-solving skills, including the ability to think holistically and respond to user needs by carefully analyzing information in support of continual service improvement. Ability to collaborate with peers to meet customer needs and ensure customer satisfaction. Ability to work in a highly collaborative environment, one that values and leverages the benefits of a variety of perspectives. Ability to demonstrate a positive attitude and strong demonstration of UA Libraries’ Values.