Help Desk Information Specialist

New Castle Public Library

Help Desk Information Specialist (FT)

Job Description

GENERAL SUMMARY

The Help Desk Information Specialist at the New Castle Public Library provides essential support in assisting patrons with reference inquiries, offering readers' advisory services, computer assistance, material selection, and programming. This role also involves specialized support for genealogy and local history collections. The position reports to the Adult Services Manager / Reference Librarian and requires a Bachelor's Degree and various clearances upon employment.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Assists patrons with reference questions and provides readers' advisory services.
• Locate library materials for patrons, including books, audiobooks, ebooks, eMagazines, etc.
• Answer routine inquiries and refer patrons in need of professional assistance to librarians.
• Process incoming materials to established library collection standards.
• Track interactions with the patrons to ensure compliance with annual reporting.
• Compile and prepare statistical reports on library usage and program attendance.
• Repair books using mending tape, paste, and brushes or prepare books to be sent to a bindery for repair.
• Maintain records of items received, stored, issued, and returned and file cataloged items according to system used.
• Operate and maintain audio-visual equipment.
• Offers computer assistance to patrons, including basic computer skills and troubleshooting.
• Help patrons request materials from other libraries and manage incoming and outgoing interlibrary loan items.
• Assist in the maintenance and updating of digital resources, including the library’s website and online databases.
• Supports the selection of materials for the library's collection.
• Assists with the planning and execution of library programs and events.
• Provides specialized support for genealogy and local history collections.
• Works at least 1-2 evenings per week and rotating Saturday coverage.
• Fills in the event of call-offs as necessary.
• Other duties may be assigned
• Explain and apply library policies for library patrons and staff.

KNOWLEDGE, SKILLS, AND ABILITIES

• Proficiency in using library information systems and standard office software.
• Strong active listening, time management, and problem-solving skills.
• Ability to communicate complex information clearly and effectively.
• Knowledge of the principles and objectives of public library service.
• Familiarity with genealogy and local history collections is helpful.
• Ability to work independently and as part of a team.
• Strong customer service orientation and ability to resolve conflicts diplomatically.
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

EDUCATION, EXPERIENCE, AND TRAINING

The position requires a Bachelor's degree, a background in customer service, and experience in providing computer assistance. Candidates must demonstrate proficiency with personal computer hardware and software, including library information systems. Additionally, the following clearances are required on the date of hire: PA State Police Criminal Record Check, PA Child Abuse History Clearance, and FBI fingerprint-based background check.

POSITION HOURS

The Help Desk Information Specialist position is a full-time role requiring flexibility in working hours. The individual must be able to work varying shifts, including mornings, afternoons, evenings, and rotating Saturday coverage. The schedule is dependent on the needs of the library, necessitating adaptability to meet those demands. This role involves balancing multiple activities and requires the ability to work independently and effectively manage time to accommodate the diverse requirements of the position. Additionally, the individual must be available to fill in for call-offs as necessary.

AFFIRMATIVE ACTION/EQUAL OPPORTUNITY

New Castle Public Library is committed to providing equal employment opportunities to all individuals without regard to race, color, religion, sex, age, disability, or any other protected status. We believe in fostering a diverse and inclusive workplace where differences are valued and where every employee is treated with respect. Our commitment to affirmative action and equal opportunity extends to all aspects of employment, and we encourage reporting of any incidents of discrimination or harassment to ensure a fair and inclusive work environment.

Job Type: Full-time

Pay: From $15.00 per hour

Expected hours: 37.5 per week

Benefits:

• Health insurance
• Paid time off

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $15