Library Specialist l - PC HelpDesk

Under general supervision of the Library Manager, the Library Specialist I, coordinates, and provides experienced patron and technical support in the provision of library, programs, materials, and customer services. This position is a frontline position responsible for library materials maintenance; knowledge of technical functions using library systems; knowledge of resources designed to serve the reference, readers’ advisory, and technology needs of library patrons; marketing and promoting the library; development and implementation of library programs and services. The Library Specialist I oversees the PC Helpdesk functions, processes, condition of audio/visual stacks, and Helpdesk scheduling; works with and mentors frontline staff and volunteers who interact with the public to provide reference and computer assistance to patrons in-person and over the phone; assists with technical and Audio/Visual setup and troubleshoots issues. The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties. May provide backup duties related to other divisional positions as needed. 

• Assists patrons with computer usage and reference questions; searches files and indexes to assist customers with research; issues library cards and updates records; checks library materials in and out, processes old and damaged materials, and updates bibliographic records; assists with administrative office duties; assists with opening and closing of the library; cross-trains and coordinates the work of volunteers and junior staff.
• Uses knowledge of Library collection and research tools to provide experienced customer service functions in a courteous and respectful manner within scope of training; responds to requests for information within the scope of authority; performs technical support activities for library computer systems as directed; explains library services, policies and procedures; maintains records, archives and files; gathers and compiles data for ongoing library records and reports.
• Performs library loan functions; searches, identifies, and retrieves materials requested by patrons, and materials requested by other libraries; searches online database to find and request materials; manages receipt and delivery of books and materials, and maintains transactional statistics.
• Greet patrons and maintain awareness of people coming and going in PC area of the library.
• Help patrons with public computing and printing issues and information requests.
• Help patrons locate materials/resources in the library or via library’s online catalog.
• Answer basic & in-depth reference and information requests from patrons and keep a current log to ensure proper follow-through and report statistics.
• Submit requests to borrow InterLibrary loans that fill CVCL patron requests to Tech Services.
• Monitor use and reservations for Quiet Rooms, reference questions, PC help interactions, etc. for statistical reporting
  
  
  
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• Performs other related duties as assigned or required. 

MANAGERIAL RESPONSIBILITIES:
Provides direction and training to Library Clerks, Aides, and volunteers.Knowledge of:

• Town policies and procedures.
• Policies, rules and regulations governing the conduct and safety of library programs and facilities.
• Basic understanding of the principles of library science in a public library setting
• Library operations, methods for developing and maintaining library collections and research techniques.
• Dewey Decimal System of classification and standard library cataloging conventions.
• Techniques and protocols for researching online bibliographic databases.
• Business and personal computers, and specialized software applications. 
• Record keeping and records management practices.
• Customer service, procedures, standards and protocols.
• Arizona Revised Statutes governing patron privacy, access, and behavior in the library.
• Knowledge of wireless print services to assist patrons with printing.
• Knowledge of Microsoft Office/Windows, Google Drive, Office 365, Teams, Zoom, a variety of email services, and use of USB devices.
• Knowledge of Faronics Deep Freeze management software to monitor patron behavior and disable access if needed.
  
  

Skill in:

• Utilizing and maintaining automated library systems and computer equipment.
• Working with several disparate computer database systems.
• Recognizing and resolving conflicts in library data entry.
• Performing clerical library support functions.
• Organizing workload to keep pace with flow of library materials.
• Prioritizing multiple tasks, projects and demands.
• Dealing tactfully and courteously with the public.
• Following verbal and written instructions and procedures.
• Communicating clearly and concisely, both verbally and in writing.

Education and Experience:

• Associates Degree in a relevant field AND two years’ experience working in a library or customer service position; OR an equivalent combination of education and experience, degree in Library and Information or relevant field or Library Practioner’s Certification is desirable.

Required Licenses or Certifications:

• Must possess State of Arizona Driver's license.

Salary : $38,813 - $47,549