Scheduled Hours

37.5

Position Summary

The Help Desk Assistant position is one of WashU Libraries’ primary customer service representatives. This position is responsible for assisting patrons with research needs and use of library resources, explaining services and policies, and resolving problems. The position requires mature judgment and discretion, supervisory skills, knowledge of the library organization, and collaboration with other university departments as needed. The incumbent is responsible for managing the library during evening and weekend hours when senior library staff and library administration are not present.

The person in this position will contribute to routine shelving and stacks maintenance duties and assist with the training and supervision of the Help Desk student assistants. The position requires proficiency in a variety of software applications, including, but not limited to, Sierra, ILLiad, Ares, and WhenToWork as well as familiarity with LC classification.

Depending on the demands of the unit, will also be responsible for processing interlibrary loan requests, assisting in other service areas within Access, as well as special projects to improve workflows and user experience.

Typical schedule during the regular semester is Tuesday – Saturday, 12:00pm – 8:30pm.

Job Description

Primary Duties & Responsibilities:

• Provide general circulation services and assistance to library users, such as charging and renewing of materials, interpreting and explaining policies and procedures to patrons and other library staff, collecting and adjusting fines as appropriate, searching for library materials and performing related tasks. Also, assist users with reference questions via chat, email and in person and assist with daily maintenance of public printers and computers.

• Manage the reference desk on prescheduled days and assist in the supervision of student assistants.

• Coordinate training of reference students and maintain training manual.

• Update and organize unit documentation for policies and procedures.

• Process ILL borrowing requests on a daily basis.

• May process RAPID requests on a daily basis.

• May maintain clickers each semester and process circ/cat review items daily.

• Assist with unit projects and perform other duties as assigned.

Working Conditions:
Job Location/Working Conditions

• Normal office environment.

• Dust, dirt, grease or other disagreeable elements.

• Ability to travel to various on- and off-campus locations.

Physical Effort

• Typically sitting at desk or table.

• Typically standing or walking.

• Typically bending, crouching, stooping.

• Repetitive wrist, hand or finger movement.

• Occasional lifting (25 - 50 lbs).

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.

Required Qualifications

Education:

Bachelor’s degree or combination of education and/or experience may substitute for minimum education.

Certifications/Professional Licenses:

No specific certification/professional license is required for this position.

Work Experience:

No specific work experience is required for this position.

Skills:

Not Applicable

Driver's License:

A driver's license is not required for this position.

More About This Job

WashU seeks highly motivated individuals who are able to perform duties in a manner consistent with our core mission and guiding principles.

Preferred Qualifications

Education:

No additional education unless stated elsewhere in the job posting.

Certifications/Professional Licenses:

No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:

No additional work experience unless stated elsewhere in the job posting.

Skills:

Academic Disciplines, Adaptability, Communication, Critical Thinking, Customer Service, Detail-Oriented, Iliad, Innovative Interfaces Millennium, Integrated Library Systems, LC Classification, Learning New Technologies, Learning Processes, Libr