Circulation Desk & Student Technology Resources Coordinator

 

Job Summary

The Circulation Desk & Student Technology Resources Coordinator is responsible for print and technology circulation services at SJSU Library. This position receives work lead direction from the University Library’s Director of Access Services and reports to the Associate Dean of Innovation and Resource Management.

The Coordinator ensures excellent customer service at SJSU Library’s Circulation Desk & Student Technology Resources (STR) service points and is responsible for planning, staffing and evaluating use of this area. This position hires, schedules, trains and supervises student assistants, and monitors annual student assistant budget allocation. The Coordinator trains SJSU Library employees in providing customer service and circulation assistance to library users, instructs them in materials access procedures, and supports training for other public services such as printing in the library. The incumbent in this position works closely with IT to maintain and make accessible the library’s circulating technology collection. The Coordinator provides high-level support to the Director in planning, recommending, and implementing circulation policies and procedures in the Access Services Department. This position provides consultation and expert advice to library administration on Access Services operations.

 

Key Responsibilities

• Provides planning, organization, leadership, and helps set priorities for the Circulation, STR, and Course Reserves service desk.
• Works with work lead and library administration to develop, update and facilitate policies, procedures and workflows for Circulation and STR operations.
• Maintains an in-depth knowledge of ALMA Fulfillment functionality to handle all complex system inquiries.
• Trains library staff in university Circulation and STR procedures and policies; creates and updates training manuals for desk procedures and workflows.
• Interacts on a daily basis with members of the SJSU and San José Public Library community in resolving library customer service issues and billing issues. Represents the University in handling complaints and resolving billing issues in person and over the phone.
• Provides backup support to frontline staff and student assistants working the service desks.
• Provides friendly, efficient, and accurate services in the King Library at the Circulation, STR, and Course Reserves service desk
• Performs all online circulation functions.
• Assists and instructs patrons in the use of self-check machines, printers and other service technologies.
• Resolves cross organizational personnel issues and conflicts at the circulation service point.
• Compiles and analyzes data on departmental operational expenditures and staffing requirements.
• Develops, updates and facilitates policies and procedures regarding safety, training in using technology and equipment, and access to technology spaces.
• Collaborate with IT unit to help maintain accurate inventory of STR laptops and other technology.
• Interacts closely with campus graduate and doctoral departments in troubleshooting and resolving distant education student’s access to library resources.
• Works closely with other campus Departments such as Office of the Registrar, Cashiering Services, Fiscal Services, Student Financial Services, Student Card Center and Computing services.
• Hires, trains and supervises student assistants to support Circulation, STR, Course Reserves and other related functions.
• Schedules student assistants to support library service operations during regular, SJSU extended hours and all night study hours, as needed. Maintains consistent student assistant help throughout the year.
• Instructs, assigns and supervises daily tasks in order to maintain consistent levels of productivity and quality.
• Manages student assistant allocations to ensure expenditures stay within budget and schedules student assistants to maintain consistent help throughout the year. Approves student hours.
• Serves as a liaison between SJSU library and Library Security to determine extended hours policies, processes and procedures.
• Ensures the consistent scanning of student Tower Cards for extended hours and trains new personnel on scanning processes. Communicates issues with scanning equipment to IT and tracks resolution.
• Maintains and reports accurate usage statistics regarding extended hours; creates related documentation and reports as needed.
• Serves on Library, university, division and departmental committees to participate in shared governance and relationship building, and to expand professional development.
• Attends departmental and library-wide meetings.

 

Knowledge, Skills & A