User Services Specialist (Evening)

Responsibilities Include:
-Provides support for and creation of online library tutorials and other web-based instructional and help content
-Participates in user experience projects to improve physical and online services and spaces for library users
-Participates in work to continually improve quality customer services for library users
-Serves as a backup to the evening student employee supervisor to provide coverage in the event of illness or vacation (Evening position only)
-Provides directional, research and technical support in-person and via online chat and telephone at the library service desk approximately 25 hours per week
-Responds to inquiries via telephone, email, live chat and in person that require advanced knowledge of library procedures, resources, operations, and policies.
-Supervises, trains, and/or directs the work of classified and/or student workers.
-Performs job responsibilities within guidelines of normal practice, but often requires independent priority setting and judgment.
-Utilizes specialized tools, software, and databases to perform tasks or assist customers.
-Creates and updates complex data in library and/or University databases and troubleshoots and resolves problems within guidelines of normal practice. Oversees functional operations of a service and/or service point including troubleshooting and resolving problems within guidelines of normal practice. Troubleshoots issues and resolves problems.
-Advises internal and external customers on procedural matters within established protocols and responds to complex questions from internal and external customers within established protocols.

16.84/hr

Extensive experience in libraries/museums and advanced understanding of library/museum policies and procedures typically obtained by a high school degree and a minimum of 3 years of related library experience. An equivalent combination of education, training, and experience is acceptable.

-Bachelor’s degree
-Experience supervising student employees
-Customer service experience
-Experience creating multimedia projects such as videos, podcasts, or web pages

Ohio University is proud of its rich history, diverse campuses, international communities, and beautiful Appalachian settings. As part of our ongoing efforts to provide and support a transformative learning experience, we affirm our commitment to fostering a welcoming, respectful, diverse, and inclusive workforce and community. All qualified applicants are encouraged to apply and will receive consideration free from discrimination on the basis of race, color, religion, age, ethnicity, national origin, national ancestry, sex, pregnancy, gender, gender identity or expression, sexual orientation, military service or veteran status, mental or physical disability, or genetic information. Ohio University is an equal access/equal opportunity and affirmative action employer.