About UMass Amherst
UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.
Job Summary
As Learning Commons Desk Supervisor, provide information service and oversight of student staff in an integrated public services environment which includes serving multiple information service points in the Libraries. Provide basic technology assistance, library information, material lending/borrowing and library discovery support to patrons in person, on the phone, and electronically. Circulate materials and update records in library systems, interpret records in discovery systems, and create and update community borrower patron user accounts for Mass. Residents and UM alumni.
Essential Functions
- Provide patron assistance and oversight of student staff in the W.E.B. Du Bois Library Learning Commons service desk, providing library service, informational, and technical assistance to patrons.
- Circulate materials and maintain records in the library system, interpret records in discovery systems, and create and update patron user accounts including community user accounts.
- Provide basic hardware and software technology support. Assist users in the effective use of scanners, readers, printers, copiers, UCard Transfer stations, and other hardware devices.
- Train, supervise, and evaluate students engaged in providing customer service in the integrated public services desks as needed. Monitor student timekeeping system on a regular basis to make sure that student time is complete and accurate, so that student assistants will be paid for time worked.
- Perform Research Carrel annual application assignment processing, circulation of keys and encoding of UMass UCards for offline lock access. Communicate with Research carrel patrons c for 200+ assignable Research carrels in the Du Bois tower.
- Perform processing of state, alumni, and proxy borrower card online applications and create or update patron records in library systems.
- Provide patron support for use of microforms viewing and scanning machines.
- Act as backup for other service desks as needed, including opening and closing the Library as needed.
- Exercise considerable independent judgment in maintaining security and monitoring library users to reduce theft, vandalism, and infractions of library rules in the W. E. B. Du Bois Library.
Other Functions
- Actively follow information shared through various library and university communication channels. Contribute to unit, department, and library-wide information sharing as appropriate.
- Participate in the Libraries’ assessment program by collecting, maintaining, and recording usage statistics for monthly reports as needed.
- Demonstrate, foster and cultivate a positive, proactive internal and external customer service culture. Work collaboratively and effectively in support of the Libraries’ values to promote teamwork, diversity, equality, and inclusiveness within the Libraries and the campus.
- Serve on internal and external committees and attend professional development activities and training as assigned or required to support departmental goals and to maintain proficiency in current library theory and practice.
- Perform other related duties as assigned and in support of the mission and goals of the Libraries.
Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- High school diploma plus two (2) years of work experience related to the duties of this position or Associates degree and one (1) year of work experience related to the duties of this position.
- One (1) year experience supervising staff, students, or interns involving training, oversight, organization and assignment of work.
- Successful prior experience in a position requiring excellent interpersonal, customer service skills, tactfulness, and the ability to overcome obstacles and provide creative solutions.
- Experience using word processing, spreadsheet, email, chat, and web-based software applications.
Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- Experience working within a library.
Physical Demands/Working Conditions
- Typical office environment.
Work Schedule
- During the academic year: Sunday - Thursday; 3:30pm - 11:30pm.
- During winter intersession and summer: Monday - Friday, 9:30am - 5:30pm.
- Work some evening, weekend and holiday hours as assigned.
Salary Information
USA/MTA Grade 14.
Special Instructions to Applicants
Along with the application, please submit a cover letter and resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.
UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.