Department: MED-Galter Health Science Library Salary/Grade: NEX/9
Performs basic library tasks to support both Galter Health Sciences Library & Learning Center (Galter) patrons and professional staff. Answers basic questions about library resources, including physical materials, electronic resources, computer hardware and software, and library digital initiatives. Provides superior customer service to internal and external customers and often serves as the first point of patron contact in a library that prides itself on exemplary service. Actively participates in departmental and all-staff meetings as well as one or more working groups based on personal interest and /or need.
**PLEASE NOTE: The individual filling this position will be required to work early evening hours (10a – 6p, M - Th) and one weekend shift on Sundays.
Circulation and Library Access
Provides first point of contact, answers questions, resolves problems, explains and enforces policies for library patrons in person, by phone or by email. Escalates concerns and refers patrons to appropriate staff when unable to provide resolution to questions.
Manages patron access including library privileges and guest IDs; Enforces complex access policy.
Works independently at the desk, assisting patrons and performing full range of circulation functions in the integrated library system (ILS) including checking books out and in, placing holds on books, locating materials, editing patron records, placing other requests for materials, etc..
Opens and/or closes the library regularly depending on work schedule. May be solely responsible for the physical facility during some hours.
Makes appointments and schedules library conference rooms.
Collection and Library Maintenance
Maintains physical collection and library space
Regularly gathers statistics
Assists with the setup and/or breakdown of exhibits.
Creates, edits and posts signage for events, holidays and meetings.
Troubleshoots and resolves basic connectivity and usage issues with various library equipment and remote access to resources.
Coordinates maintenance and updates to equipment as needed. Communicates with IT and shares information with the team.
Resource Sharing and Reserves
Answers questions and explains processes regarding ILL and/or Reserves processes, policies and services.
Processes incoming and outgoing ILL requests.
Looks up and retrieves Reserve Items for patrons.
Refers in-depth questions appropriately.
Processes incoming ILL and Reserve requests
Research and Information Services
Staffs the service desk, monitors email, and fields in-person / phone inquiries responding when appropriate. Triages difficult questions (reference / research) to the reference librarian on-call or the appropriate liaison librarian.
Locates known items in the ILS admin module and the public-facing library search discovery tool and bibliographic databases. Assists and coaches users with similar searches.
Identifies relevant library resources (e.g. guides, resource lists) to answer user queries.
Provides basic support to Research and Information Services staff including data entry, and clerical support (booking space, preparing handouts or other materials).
Explains the basics of the digital repository including collections vs. individual items. Escalates difficult questions to the appropriate resource or staff member.
Points users to troubleshooting resources.
Skillfully navigates the library's website and can point users to the appropriate section quickly.
Understands remote access to library resources and can explain basic steps needed for users to log in and gain access.
Troubleshoots basic connectivity issues for users working remotely or onsite.
Performs other duties as assigned.
A high school diploma or equivalent required.
Customer service experience in a fast-paced library, retail or similar environment required.
Minimum Competencies: (Skills, knowledge, and abilities.)
Computer proficiency: successfully uses multiple software programs including email, office productivity software and file management.
Excellent interpersonal, communication and organizational skills and ability to establish positive working relationships with a wide variety of people ranging from students to peers to faculty members.
Aptitude and desire to learn new skills and technologies.
Adaptability. Works effectively in an environment in which the parameters may change daily; adjusts behavior to meet the needs of different people and situations.
Strong sense of responsibility and reliability; must be able to assume responsibility for entire library facility during off-peak hours.
Attention to Detail: Consistently displays accuracy and attention to detail.
Initiative. Exhibits energy and desire to achieve; sets ambitious goals and acts decisively; takes action that no one has requested to improve or enhance job results and avoid problems.
Ability to work both independently and as part of a team.
Ability to handle multiple short and long term tasks simultaneously.
Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree; OR appropriate combination of education and experience; OR working toward a college degree.
At least one year experience in a library or equivalent environment (academic library preferred).
Familiarity with standard library circulation methods and procedures.
Familiarity with Alma integrated library system, ILLiad interlibrary loan management software, OCLC and / or Ares course reserves management software.
Bibliographic searching experience.
Ability to work independently with minimal supervision.
Preferred Competencies: (Skills, knowledge, and abilities)
Facility using library research databases, integrated library systems.
Facility using interlibrary loan systems and software.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 37603
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.