Posting Number: req22950
Department: Access & Information Services
Department Website Link: https://lib.arizona.edu/about/organization
Location: Main Campus
Address: Tucson, AZ USA
Position Highlights
The University Libraries’ Access and Information Services department seeks two Library Services Associates (LSA) to provide excellent customer service in coordinating activities at various public service sites, working in a fast-paced environment for the purpose of supporting efforts to create an environment conducive for academic and scholarly endeavors in the various libraries. The LSA assists customers with basic research needs, providing information, reference, technology, resource sharing, and circulation assistance that facilitates customer access to the collections of the University of Arizona Libraries.
Other primary responsibilities for these positions include collaborating with the Training Coordinator to support training goals by providing feedback on trainee progress and overseeing department-wide service desk schedule for Main Library and Weaver Science & Engineering Library. They also coordinate the work of and provide direction to student employees and may serve on both departmental and library-wide projects and assignments. Additionally, they monitor email billing and reference queues, answering and triaging questions, and support equipment lending services lead, specifically for inventory, storage, and security control.
As needed, the LSA performs all work necessary to meet the changing needs of the Libraries’ customers. As a result of those needs, work patterns and schedules change.
Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!
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Duties & Responsibilities
CHARACTERISTIC DUTIES
- Provides 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; and troubleshooting software, computers, laptops, projectors and other emerging technology; directs the work of student employees who assist with this work; and liaises with the department’s resource sharing and technology leads.
- Supports efforts to create an environment conducive for 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.
- Acts as a liaison with University Police Department (in regard to reporting criminal activity or emergency situations), Campus and Library Facilities (in regard to building problems), Library Systems (in regard to library equipment problems), and as needed Risk Management (in regard to reporting incidents) during evening and weekend hours.
- Keeps informed of departmental regulations, policies, and procedures.
- Supports building closing procedures for the Main and Weaver Science and Engineering Libraries.
- As needed, conducts building walks at Main and Weaver Science and Engineering Libraries to ensure compliance with appropriate user access, to collect data on building occupancy, and document building maintenance issues.
- Responsible for accurately searching incoming Interlibrary Loan requests, facilitating customer access to materials owned and not owned by the University of Arizona Libraries. Utilizes Alma/Rapido/ILLiad (interlibrary loan and document delivery management software), the UA Library Primo VE discovery interface, and a variety of UA online databases (e.g., FirstSearch, ProQuest, IEEE Xplore, Science Direct).
- Oversees department-wide service desk schedule for Main Library and Weaver Science & Engineering Library. Assigns weekly desk shifts to staff based on identified desk hour contributions and staff availability.
- Assists with monitoring email reference queue answering and triaging questions.
- Collaborates with the Training Coordinator to support training goals including providing feedback on trainee progress.
- Monitors email billing queue answering and triages questions.
- Supports equipment lending services lead, specifically for inventory, storage, and security control; initial response to routine problems; damage assessment.
- Supports the ongoing collection, management and analysis of departmental and library use and needs assessment data, including data required for decision-making in support of departmental and library projects, strategic planning, and continual service improvement.
- Facilitates meetings and makes presentations as needed.
- The UA Libraries support the UA’s strategic initiatives designed to create a welcoming environment for all faculty, staff, and students. The candidate is expected to support related strategic efforts in the department and Libraries.
- Other duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES
- Excellent customer service skills, including the ability to collaborate with peers to meet customers’ needs and ensure customer satisfaction.
- Evidence of the use of good judgment and solid 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 understand and apply policies and procedures, including the ability to resolve situations using conflict resolution skills in the enforcement of policies. - Ability to exercise excellent initiative, organization, and time management skills.
- Ability to handle difficult customer interactions.
- Knowledge of computer/digital fluency (hardware/software) and ability to learn how to use new software and technology.
- Knowledge of library reference resources (i.e., library catalog, indexes, search engines, print resources, etc.) and their appropriate use, including understanding the difference between primary and secondary resources.
- Skill in interviewing customers regarding reference service and sources to better understand customer needs.
- Ability to perform duties independently under general supervision.
- Excellent interpersonal and communication skills, both written and verbal.
- Ability to maintain appropriate security and confidentiality of information created or encountered in the performance of assigned duties.
- Excellent observation skills and a high level of attention to detail.
- Ability to work in a highly collaborative environment, one that values and leverages the benefits of a variety of perspectives.
- Positive attitude and strong demonstration of UA Libraries’ Values.
Minimum Qualifications
- Bachelor's degree required.
- Minimum of 1 year of relevant experience required in addition to education requirement.
Preferred Qualifications
- Experience with issues pertaining to circulation, library code of conduct, and building closing procedures.
- Experience responding to customer inquiries using automated systems (i.e., LibApps/Springshare and ServiceNow).
- Experience searching integrated library systems and record interpretation (e.g., Ex Libris, Alma/Primo).
- Experience providing reference assistance utilizing various research methodologies and online databases (e.g., ProQuest, IEEE Xplore, Science Direct).
- Experience overseeing student employees.
- Experience with the current version of Microsoft Office suite.
- Experience providing computer hardware and software support.
- Experience processing Interlibrary Loan requests, understanding basic copyright issues, and familiarity with the Interlibrary Loan Code for the United States.
- Experience gathering and analyzing internal and external data (qualitative and quantitative).
FLSA: Non-Exempt
Full Time/Part Time: Full Time
Number of Hours Worked per Week: 40
Job FTE: 1.0
Work Calendar: Fiscal
Job Category: Libraries
Benefits Eligible: Yes - Full Benefits
Rate of Pay: $18.15 - $22.69
Compensation Type: hourly rate
Grade: 4
Compensation Guidance
The Rate of Pay Field represents the University of Arizona’s good faith and reasonable estimate of the range of possible compensation at the time of posting. The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate’s work experience, education/training, key skills, and internal equity.
The Grade Range represent a full range of career compensation growth over time. The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide and our Total Rewards Calculator.
Career Stream and Level: OC3
Job Family: Library Services
Job Function: Libraries
Type of criminal background check required: Name-based criminal background check (non-security sensitive)
Number of Vacancies: 2
Target Hire Date: 7/7/2025
Expected End Date:
Contact Information for Candidates - Armando Cruz - armandocruz@arizonae.edu
Open Date: 5/27/2025
Open Until Filled: Yes
Documents Needed to Apply: Resume and Cover Letter
Special Instructions to Applicant
This posting will remain open until filled. To ensure your application is considered, please submit your application materials by 11:59 p.m. on the first review date of June 10, 2025.
Notice of Availability of the Annual Security and Fire Safety Report
In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act), each year the University of Arizona releases an Annual Security Report (ASR) for each of the University’s campuses. These reports disclose information including Clery crime statistics for the previous three calendar years and policies, procedures, and programs the University uses to keep students and employees safe, including how to report crimes or other emergencies and resources for crime victims. As a campus with residential housing facilities, the Main Campus ASR also includes a combined Annual Fire Safety report with information on fire statistics and fire safety systems, policies, and procedures.
Paper copies of the Reports can be obtained by contacting the University Compliance Office at cleryact@arizona.edu.