Library Operations Specialist (5497)
This position ensures the security and well-being of Library patrons, employees, and the Library collection by monitoring conditions and activities throughout the library, enforcing policies, providing information to Library visitors and responding to emergency situations. This position provides first-line technological and application support for personal computers, Library audiovisual technology, public computers, and public printers in the Library. Additionally, this position handles routine facilities and housekeeping issues.
- Patrol the Library building to enforce policies and maintain public printers and computers. Report emergency incidents to Public Safety and keep Library employees and patrons apprised of potential disruptions. Communicate housekeeping and maintenance issues to Facilities Management, and coordinate with appropriate offices to ensure the timely completion of projects and requested services with minimal interruption to Library operations and services. Oversee the evacuation of patrons and employees in the event of a building emergency. Assist in the set-up and take-down of events.
- Manage the Graduate Research Center to include recruiting, coaching, supervising and evaluating the part time student assistants. Assist with the supervision of part time student assistants at the Information desk. Handle customer inquiries and complaints at both desks. Answer general questions about the University Library and communicate library policies and services to patrons and the American University community. Assist patrons with basic related searches in the Library’s online catalog, and refer patrons to appropriate Library resources and service desks. Ensure against the theft of the Library’s collections and equipment.
- Troubleshoot public computers and public network printers, and provide software application support to patrons while roving the building. Perform triage on reported technological issues and provide patrons with basic technological support for their electronic devices, referring more complex technological problems to appropriate department(s) for advanced support. Set up and troubleshoot audiovisual technology in the Library for events and classes.
- Oversee the punctual opening of the Library building to staff and patrons, and ensure that all equipment and technology are functional to ensure timely provision of services. Secure the building at closing to guard against theft of Library resources and prevent individuals from accessing the space after hours.
- Compile, analyze and distribute statistics as well as detailed reports of services provided at the Information Desk and Graduate Research Center.
- Serve as a courier for campus deliveries to ensure timely delivery of campus mail. Participate in departmental meetings and projects as needed. Perform other duties as assigned. Serve on other University or Library committees, task forces, or working groups.
- The Library Operations Specialist reports directly to the Building Operations Coordinator along with two other Library Operations Specialists
- Reporting directly to this position are six to ten Graduate Research Center student assistants
- Indirectly reporting to this position are ten to fifteen Building Operations student assistants and ten to twelve Overnight student assistants
- This position is required to work early mornings and late evenings during the week and one weekend day either early morning and late day during this weekend day.
- This position requires the ability to work between the hours of 7:00 am – midnight and on weekends
- The position also requires flexibility, as schedules vary from semester to semester and during breaks and inter-session
- The incumbent must be prepared to staff all public service desks in the Library in case of staff shortage
Position Type/Expected Hours of Work
- Full time
- Specialist B
Required Education and Experience
- At least 2 years of college
- 2 years of customer service experience in a professional setting
- Sound judgment with the ability to use discretion, work independently, and complete projects by deadlines
- Ability to collaborate on many different levels and resolve problems
- Attention to detail and excellent communication skills are essential
- Strong ability to prioritize and multi-task, including the ability to reprioritize tasks to resolve urgent issues that arise
- Must be able to convey a positive public image with a professional attitude
- Intermediate knowledge of computer hardware and software
- Lifting, bending, kneeling, climbing, pushing and standing for long periods of time are occasionally required
- The incumbent must be able to lift and push up to 50 pounds
Preferred Education and Experience
- General knowledge of campus facilities and locations is helpful.
Additional Eligibility Qualifications
- Hiring offers for this position are contingent on the
successful completion of a background check
- This position is considered “essential” in the event of University closings. Attendance at monthly departmental meetings and other informational meetings required.
- Click here to learn about American University's unique benefit options.
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American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.
Nearest Major Market: Washington DC
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