Scheduled Hours

37.5

Position Summary

The Help Desk Assistant position is one of WU Libraries’ primary customer service representatives. The 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, the Assistant 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.

Job Description

Primary Duties & Responsibilities

• Provides 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, assists users with reference questions via chat, email and in person and assists with daily maintenance of public printers and computers.
• Performs shelving tasks such as sorting, shelving, retrieval and processing. Assists with shifting and shelf-reading projects as needed.
• Assists in the training and supervision of student employees.
• Assists with unit projects and perform other duties as assigned.

Working Conditions

• Normal office environment.
• Occasional exposure to dust, dirt, or other disagreeable elements.
• Ability to travel between WU campuses.
• Will often work nights and/or weekends with deviations based on changes to the library’s hours.

Physical Effort

• Typically sitting at desk or table.
• Typically standing or walking.
• Frequent walking with occasional stooping and bending.
• Frequent use of office equipment with repetitive wrist, hand or finger movement, and occasional lifting of >25 lbs.

Preferred Qualifications

• Experience with integrated library systems and software applications such as Innovative Interfaces, ILLiad, Ares, and WhenToWork as well as familiarity with LC Classification.
• Demonstrated commitment to providing excellent customer service.
• Strong research skills and familiarity with a range of academic disciplines and/or foreign language(s).
• Previous supervisory experience.
• Excellent customer service and communication skills.
• Strong critical thinking and problem resolution skills.
• Dedication to collaborative teamwork and responsibility to work independently with minimal supervision as needed.
• Strong organizational skills and attention to detail.
• Adaptability to multi-task and learn new skills in a fast-paced environment.
• Ability to teach processes and skills to student employees and co-workers.
• Flexibility to adjust work schedule based on library’s hours of operation.

Required Qualifications

Bachelor’s degree or equivalent work experience in library access or public service areas.

Grade

G06-H

Salary Range

$17.52 - $26.27 / Hourly The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email CandidateQuestions@wustl.edu or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.

• Competitive health insurance packages with priority appointments and lower copays/coinsurance.

• Want to Live Near Your Work and/or improve your commute? Take advantage of our free Metro transit U-Pass for eligible employees. We also offer a forgivable home loan of up to $12,500 for closing costs and a down payment for homes in eligible neighborhoods.

• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.

• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO/AA Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement

Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.