Library Assistant II, Help Center
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Job no: 502619
College / VP Area: Vice Provost for Libraries
Work type: Staff
Location: Newark, DE
Categories: Libraries & Museums, Full Time
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Pay Grade: 26N
Context of Job
The University of Delaware Library, Museums and Press inspires the intellectual, scholarly and creative achievement of our community. We are strongly committed to fostering safe, welcoming, and inclusive spaces and opportunities where everyone has an equal opportunity to learn, create, and grow. We collaborate with strategic campus partners to achieve these priorities, as well as with national professional organizations.
The Help Center is the main service desk in the Morris Library and serves UD students, staff, faculty and alumni, as well as those from the community. Help Center staff provide informational and directional assistance with print and electronic resources, media, equipment, and spaces. The staff circulate materials from the Library’s collections, interlibrary loan items, and provides referrals to other Library staff for more advanced research assistance.
Reporting to the Head of the Access Services Department, the Library Assistant II will provide a wide range of services at the Help Center desk, connecting users with print resources and helping them navigate essential Library services. The incumbent will support the use and maintenance of the Film & Video collection and be responsible for providing services in the evenings and on weekends, supporting safe use of the Library and its collections until closing.
Major Responsibilities
- Provide excellent customer service at the Help Center desk; assist patrons with circulating library materials; provide information about library services and collections, demonstrate search techniques for electronic resources; interpret library policies and procedures; assist with print release stations, scanners, computers; assist instructors and students with using course reserve services; provide direct assistance with micromaterials and digital microfilm scanners on the lower level.
- Assist with the circulation, use, and maintenance of the Film & Video collection (films and videogames) including resources in a variety of current and legacy formats (e.g. VHS, LaserDisc, 16mm film), the Viewing Room, and the media viewing and gaming carrels and their equipment (e.g. peripherals, controllers, gaming consoles).
- Process media scheduling requests, reservations for media and videogames and prepares the Viewing Room for scheduled screenings, ensuring that the space and equipment is properly maintained.
- Monitor the condition, usability, and usage of media collection materials, playback equipment, and viewing spaces and provide recommendations to the department head for repair or replacement, staff training, or service improvements
- Provide functional supervision of student assistants at the Help Center, particularly evenings and weekends. Ensure there are no gaps in desk coverage, coordinate with other evening staff on stacking assignments, provides consistent training and feedback, and contribute to the performance appraisal process for student assistants, in coordination with the student supervisor.
- Responsible for evening library closing procedures. Acts as primary contact for security and facility problems that occur on evenings or weekends. Facilitates the evacuation of the building during fire alarms and coordinates staff assembly procedures to identify Library employees who are known to have exited the building.
- Perform departmental tasks such as: processing “missing” items; searching and retrieving items requested by users; assist with stacks pickup and general collection maintenance; assist with preparing materials for delivery to off-campus locations; special projects and other related duties as assigned.
Qualifications
- High school diploma or GED and two to three years of related experience.
- Knowledge of or experience with audio and video media formats and their related playback equipment (e.g. VHS, DVD, Blu-Ray).
- Knowledge of and experience with a variety of videogame platforms and consoles (e.g. Xbox, PS2-3-4-5, Sega, Switch).
- Experience in providing customer service, preferably in a learning environment.
- Ability to use and learn a variety of computer applications (e.g., productivity, word processing, spreadsheets, integrated library system) and an interest in continued growth of technology skills.
- Demonstrates reliability in attendance, punctuality, and meeting project deadlines
- Strong organizational skills and demonstrated ability to perform detailed and accurate work while dealing with frequent interruptions.
- Ability to calmly approach, assess, and provide basic troubleshooting for media playback equipment and other technology.
- Ability to problem solve collaboratively and independently.
- Ability to perform basic online library catalog searches and to provide assistance with a variety of library databases.
- Ability to thrive in a dynamic environment where responsibilities may shift based on organizational needs.
- Demonstrates an understanding and consideration of the various needs and concerns of individuals with varying identities, cultures and backgrounds.
- Demonstrated experience assisting users from all backgrounds, providing responsive and excellent customer service.
SPECIAL REQUIREMENTS:
- Must be able to lift, with or without assistance, boxes of books and supplies weighing up to 50 pounds, push and pull full book carts weighing up to 250 pounds, and bend and reach to place books and journals on library shelves ranging from 3 to 90 inches high.
- Availability to work nights, weekends, and holidays.
- Work schedule: During Fall & Spring Semesters, the hours are Sun-Thu 2:30p-11p. Work schedule will change during Winter Semester, intersessions and Summer Semesters.
Notice of Non-Discrimination and Equal Opportunity
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.
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