Description:
The Lead Library Assistant, Service Desk is responsible for providing guidance to the library assistants working at the main service desk and acts as the desk supervisor in the absence of the Library Coordinator. This position requires a thorough knowledge of library policies, procedures, and systems. The incumbent will work closely under the direction of the Library Coordinator in creating schedules, training new employees, and making recommendations to changes in staffing levels.
The Lead Library Assistant, Service Desk is part of a larger team of service providers in the Library & Student Success Division that delivers welcoming, responsive, and proactive library service, both in person and virtually, to RDP students, faculty, staff, and the Central Alberta community. This position exists in a cross-trained learner-centered environment which provides resources, technology and support for creation, collaboration, and lifelong learning. The integrated service model requires all employees to use strong communication, teaching, organizational, analytical, and problem-solving skills. to facilitate access to services, direct enquiries appropriately and engage students and other library patrons in their learning.
Position Responsibilities
Service Desk Leadership
- Under the direction of the Library Coordinator, creates service desk schedules.
- Recommends changes to Library Coordinator on staffing levels in accordance with the evolution of the service desk needs.
- Under the direction of the Library Coordinator, trains new part time employees each term on circulation, reserve, interlibrary loan, and health and safety practices and procedures.
- Creates and updates the service desk employee manual as required.
- Uses discretion to override existing policies and procedures when circumstances warrant.
- Under the supervision of the Library Coordinator, manages and allocates workload for part time staff while working the desk with them.
- Exemplifies the Library teaching philosophy and service non-negotiables for part time staff
- Assists the Library Coordinator with the coordination and the implementation of routine technology updates and the introduction of new technology (hardware and software)
- Applies an understanding of the broader context and philosophy of both the library and the Polytechnic to serve patron needs.
- Leads staff working at the desk in provision of circulation, reserve, and interlibrary loan services.
- Reports building maintenance problems.
- Reports technology issues to IT in the absence of the Library Coordinator.
Technology Support and Troubleshooting
- Assists students and other patrons with accessing their RDP accounts by resetting passwords, unlocking accounts, and looking up usernames.
- Assists students and other patrons with various software-related tasks such as: formatting documents, attaching files, uploading assignments to Blackboard.
- Assists students and other patrons with how to open and navigate software on the multi-media stations or personal devices, including accessing software help, print and online guides, and referring student or instructor requests for instruction on how to use multi-media software to the librarians and Library Coordinator.
- Supports students and other patrons in the use of library and RDP technology such as the Learning Management System (LMS), cloud-based software (Office 365, Google Docs), internal student/staff portal, multi-function printers, and assistive technology (e.g., height adjustable tables, speech to text workstation).
- Troubleshoots and provides technology support for library laptops, vdi and multi-media computers and multi-function printers.
- Identifies and escalates more complex or system-wide issues to the ITS Department and notifying the Library Coordinator.
- Adapts to and learns new software and technology as it becomes available and is adopted as a tool necessary for library staff to perform their work (e.g., SharePoint, Library Access Tool).