The Weber County Library seeks a dedicated, energetic person to provide excellent customer service at all service points in a branch library, including circulation, reference and information, and youth services. This position requires excellent communication skills, the ability to assist the public in accessing library resources, a knowledge of technology and software applications, and the willingness to perform all of the responsibilities associated with the job. The position will involve some travel between branch libraries, including the Ogden Valley Branch. It is on-site only.

OVERVIEW:

As a member of the library’s supervisory team, under the supervision of the branch manager, this employee provides daily front-line customer service at a public service desk, answering ready reference and readers’ advisory questions, performing collection support tasks and circulation transactions, and directly guiding and instructing patrons and staff accessing library technology resources. This employee provides reliable and responsive help-desk level technology support to employees and patrons in the resolution of building technology/hardware/software questions and issues, and maintains meeting venue technology. They perform scheduled updates to technology equipment, such as mobile lab devices and employee workstations; and learn/maintain Makerspace equipment and its operation.

YOUR RESPONSIBILITIES:

(Any one position may not include all of the duties listed, nor do the listed examples include all duties which may be found in positions of this class.)

Work regularly at a public service desk, providing ready reference, referral, and readers’ advisory services to patrons of all ages, in person and over the telephone; complete core library work including collection support tasks and circulation transactions; participate in programs and events as presenter or support staff

Arrange venues to accommodate requests for seating, breakout spaces, and other amenities, and provide technology setup/access/support during community and library events

Instruct the public and library employees in operation and use of technology resources/software and equipment: public computers, online public access catalogs, scanner/fax, microfilm, automated checkout, software applications, personal devices, Makerspace equipment, and WIFI access

Provide technology instruction, both one-on-one and during formal, small-group classes, adjusting level of instruction to meet skill/ability/knowledge of

Implement ongoing technology maintenance plan for hardware and software resources

Perform basic troubleshooting of technical problems, and log and resolve or refer problems using support ticket system

Maintain an inventory of building equipment available for employee and public use such as mobile computer labs, A/V cables used in meeting rooms, laptops for building use, microphones, assistive listening devices, etc.

Provide access to basic assistive technologies, where appropriate, to ensure that all users have equitable access to technology

Preserve the safety, appearance, and condition of library facilities and property

ABOUT YOU:

Education: Bachelor’s degree from an accredited university in applied computer science, electrical engineering, or other technology-related field, or an equivalent combination of education and experience that provides the required knowledge and abilities for the position.

Experience: At least three years’ progressively responsible experience working in a public-facing, customer service environment, preferably face to face, providing computer or technology-related services.

Knowledge: Working knowledge of a variety of operating systems such as Windows, Android, iOS, and OSX. Expertise in all Microsoft Office applications and their components. High level of familiarity with current web applications such as search engines, email interfaces, social media, and eBook and eAudio applications/commonly used devices. Understanding of the relationships and responsibilities of library divisions and buildings. Understanding of library mission and roles, and the general role of public libraries within a community.

Skills: Excellent customer service skills.

Abilities: Ability to communicate in more than one language preferred. Ability to work effectively in a team environment and a willingness to fully participate in the standard daily responsibilities required to operate a branch library. Ability to apply general rules to specific problems to produce answers that make sense. Ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Willingness to keep up with current developments and trends in areas of expertise, in order to foster personal success and connections for others. A commitment to public service and the ability to work effectively with a diverse patron base. Ability to implement Library Board policies and administrative procedures.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is regularly required to walk, stand, sit, talk, hear, crouch, crawl, balance, reach, stoop, and kneel. Must use hands and fingers to operate a computer. The employee is regularly required to lift up to twenty-five pounds, and occasionally up to fifty pounds. The employee must be able to remove library materials from shelves at a maximum height of six feet and push library carts weighing up to 175 pounds. Must be able to move about the work area, talk clearly with customers, and hear customer responses. Must have excellent close vision and good distance vision, peripheral vision, depth perception, and ability to adjust focus. 

WORK ENVIRONMENT AND SCHEDULE:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee regularly works indoors in a library public service environment. 

Employees must be able to work rotating shifts (seven days a week) and flexible hours (morning, afternoon, evening, and holiday hours) when the library is open. All employees will work up to two evenings per week and will alternate weekend shifts with the other employees in their division. Employees will also work holiday hours of equal proportion to those of other employees in their division.