Service Desk Coordinator

Jun 05, 2017
Institution Type
Four-Year Institution

Emerson College

Service Desk Coordinator

As the most senior library staff member during evening and weekend hours, the Service Desk Coordinator is primarily responsible for the smooth operation of the library's spaces and services at these times. They provide reference and research assistance to students, faculty, and staff. The person in this position facilitates access to circulating, reserve, and media collections. May require holiday hours. Salary is pro-rated, based on 29 hour workweek.
This is a bargaining unit position. In this position, you will be exclusively represented by the Service Employees International Union, Local 888 for purposes of wages, hours and other terms and conditions of employment.

Campus Location: Boston Campus

Required Knowledge:
ALA-accredited MLS or enrollment in an MLS program with completion of the basic reference class. Familiarity with using reference collections, library catalogs and other electronic resources including full text databases and internet resources. Demonstrated experience in training and directing the work of part-time employees, student workers, interns, or volunteers. Aptitude and communication skills to provide excellent service in person, over the phone, and via chat and email. Familiarity with Microsoft Windows and Apple operating systems environment. Ability to use and troubleshoot computers, iPads, printers, scanners, microfilm reader/printers, and copiers.

Preferred/Desirable Knowledge:
Familiarity with Ex Libris Voyager integrated library system, MediaNet media booking system, Dean Evans Associates EMS room reservation system, and Gimlet statistical tracking.

Required Prior Work Experience:
Experience working in a library in a public service capacity.

Diversity Statement:
Emerson College believes diversity enriches the educational experience by providing students with the opportunity to learn from individuals who may have different backgrounds, experiences, and perspectives. Engagement with diversity in the curriculum, in our co-curricular offerings, and all other aspects of the College enhances the personal and intellectual growth of all members of our campus community. Emerson is committed to strengthening communities, including our workplace, by fostering the development of the intercultural competencies necessary for meaningful citizenship in an increasingly complex, pluralistic society.

Open Date: 05/26/2017

Classification Title: Entry IC

Salary Grade: 14

Job Family: Individual Contributor

Job Duties:
  • Provide reference and research services by answering questions, advising on appropriate resources, and instructing patrons in the use of the online databases. Refer questions as necessary. Troubleshoot library computers, iPads, printers, scanners, microfilm reader/printers, and copiers.
  • The Service Desk Coordinator manages the operations of the library’s combined Service Desk by assisting with the training, supervision, and evaluation of student assistants and teaching advanced procedures to Student Supervisors. The person in this position also provides a staff presence in the absence of other full-time staff. The person in this position is also responsible for the following tasks: resolving complex interactions with patrons; answering questions regarding library policies and procedures; coordinating bookings of media materials for faculty; and closing the library on weekdays as well as opening and closing the library on weekends.
  • Enter information about questions answered at the library’s combined Service Desk in Gimlet for statistical analysis. Count and record the cash drawer and gather and report statistics on foot traffic.
  • Work on special projects as required, such as updating research guides, assisting with collection development, and inventory and weeding projects.

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