Mid-Atlantic HERC

(All days and hours subject to change)

Major purpose: As a valued member of the Access & Resource Sharing department, this individual will be part of a team that operates library service points, providing circulation, technology, printing, and general library services help. This position provides user services support, including lending, printing and basic technology support, and answering patron questions, as part of the team that is the first line of support for patrons. This team stewards the circulating physical collections, and are also responsible for sorting, shelving, and stack maintenance.

Under general guidance, utilizes a specialized knowledge of subjects, languages, computer applications, or disciplines that apply to library processes and/or services or provides specialized knowledge of library functions. Utilizes a variety of systems and resources to provide access to library collections, and performs the more complex technical functions requiring proficiency with technical protocols, digital technology, and data manipulation skills. Exercises initiative and independent judgment when providing service or interpreting, analyzing and applying policies and procedures, including those related to fiscal decisions. Routinely analyzes and resolves complex problems that may impact other Library departments or the organization as a whole, and /or external parties and organizations.

Required qualifications:

Associate degree and at least 2 years of work in a public service setting, or an equivalent combination of education and experience.

Library experience preferred but not required.

Prior experience in public service or customer service preferred.

Best combination of:

Possess a strong work ethic, including excellent time management, punctuality, reliability, and ability to prioritize tasks and projects.

Strong customer service skills and commitment to providing service effectively in a diverse environment.

Ability to use necessary library materials, bibliographic materials, and office equipment.

Attention to detail, demonstrated capacity for carrying out tasks in an accurate and timely manner, and ability to check own work for accuracy.

Ability to manage and prioritize tasks and perform effectively in a fast-paced environment with a fluctuating workload and frequent distractions and interruptions.

Ability to initiate and maintain cooperative working relationships with co-workers, supervisors, and managers. Ability to work harmoniously and as a team player, thrive in a team-based environment, and skilled in fostering teamwork, among others.

Demonstrated proficiency and capabilities with personal computers and standard computer office applications such as the Microsoft Suite, with the demonstrated ability to learn new technology.

- Operate assigned service points, including the lending and accepting returns of all circulating library items, including but not limited to books, study room keys, and technology loans. Provide patron assistance with printing and technology help, and answering patron questions around general Libraries information. Understand and implement Libraries policies and procedures in all patron interactions. Identify when to refer a patron to another library department or unit for further assistance.

- Troubleshoot and resolve patron and service issues while providing excellent customer service in person, via email, and by phone. Perform troubleshooting of issues with loanable technology, library computers, printer, and electronic resources.
- Assist patrons with access inquiries via electronic communication (email, Orange Tracker ticketing system).
- Assist in supporting stacks maintenance responsibilities and collection movement projects, including using RFID technology to assist in physical inventory projects.

General Department Support (35%)
- Participate in Access and Resource Sharing department functions, including participation in departmental policy discussions, professional development, and support of other working groups in the department.
- Respond promptly to all departmental communications.
- Process requests/transactions in all areas effectively and efficiently.

Syracuse University is a private, international research university with distinctive academics, diversely unique offerings, and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and over 150 years of history, Syracuse University offers a quintessential college experience.

The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors, 100 minors, and 200 advanced degree programs offered across the Universitys 13 schools and colleges; over 15,000 undergraduates and over 6,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit http://www.syracuse.edu.

Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal.