Library Services Associate III, Access & Information Services; Updated

Overview

The University Libraries' Access and Information Services department is seeking a Library Services Associate III (LSA) to provide excellent customer service in coordinating activities at various public service sites, supporting efforts to create an environment conducive for academic and scholarly endeavors across the libraries. The LSA assists customers with basic research needs by offering information, reference, technology, resource sharing, and circulation assistance to facilitate access to the University of Arizona Libraries' collections.

• Provide customers with reference, technology, and circulation assistance (in‑person, online via chat, phone, and email), locate library information, resources, materials and services, negotiate overdue accounts, answer billing and collections questions, and troubleshoot software, computers, laptops, projectors, and other emerging technology.
• Direct the work of student employees who assist with this service and liaise with the department's resource sharing and technology leads.
• Support efforts to create an environment conducive for study, meetings, and collaboration by enforcing the Libraries' Code of Conduct and other relevant policies.
• Act as a liaison with the University Police Department, Campus and Library Facilities, Library Systems, and Risk Management during evening and weekend hours.
• Stay informed of departmental regulations, policies, and procedures.
• Support building closing procedures for the Main Library and Weaver Science & Engineering Library and conduct building walks to ensure compliance, document occupancy, and report maintenance issues.
• Accurately research incoming Interlibrary Loan requests, facilitate customer access to both owned and non‑owned materials, and use Alma, Rapido, ILLiad, UA Library Primo VE, and various online databases such as First Search, Pro Quest, IEEE Xplore, Science Direct.
• Monitor email billing queue, answering and triaging questions.
• Serve as equipment lending services lead for inventory, storage, and security control, handling routine problems and damage assessment.
• Collect, manage, and analyze departmental and library use data for decision‑making, strategic planning, and continual service improvement.
• Facilitate meetings and make presentations as needed.
• Support the Library's strategic initiatives to create a welcoming environment for all faculty, staff, and students.
• Perform any other duties as assigned.

• Excellent customer service skills and ability to collaborate with peers to meet customer needs.
• Good judgment, analytical and problem‑solving skills, and holistic thinking to analyze user information.
• Ability to understand and apply policies and procedures, including conflict resolution and enforcement.
• Excellent initiative, organization, and time‑management skills.
• Ability to handle difficult customer interactions.
• Computer and digital fluency (hardware/software) and capacity to learn new software and technology.
• Knowledge of library reference resources and their appropriate use, including primary and secondary resources.
• Skill in interviewing customers regarding reference service and sources.
• Ability to perform duties independently under general supervision.
• Excellent interpersonal, written, and verbal communication skills.
• Ability to maintain appropriate security and confidentiality of information.
• Excellent observation skills and attention to detail.
• Ability to work in a highly collaborative environment that values diverse perspectives.
• Positive attitude and strong demonstration of Library values.

• Bachelor's degree required.
• Minimum of 1 year of relevant experience required.

• Experience with circulation issues, library code of conduct, and building closing procedures.
• Experience responding to customer inquiries using automated systems such as Lib Apps/Springshare and Service Now.
• Experience searching integrated library systems and record interpretation (Ex Libris, Alma, Primo).
• Experience providing reference assistance using research methodologies and online databases such as Pro Quest, IEEE Xplore, Science Direct.
• Experience overseeing student employees.
• Experience with current version of Microsoft Office Suite.
• Experience providing computer hardware and software support.
• Experience processing Interlibrary Loan requests, understanding basic copyright issues, and familiarity with the Interlibrary Loan Code for the United States.
• Experience gathering and analyzing internal and external data (qualitative and quantitative).

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; tuition reduction for the employee and qualified family members; retirement plans; and access to U of A recreation and cultural activities.