Basics of this job (as seen in the Library Service Desk Assistant description) are summarized as followed:
Provide information and answer directional and basic reference questions for Raynor Library patrons in person, over the phone, or via online Chat
Assist patrons in the use of the Raynor Library webpage and online catalogue for requesting or finding material
Check-in and check-out library materials and equipment (e.g., chargers, anatomical models)
Record patron entry/exit statistics, as well as occasional library patron count surveys
Exercises judgment in interpreting guidelines and in referring users to Raynor Library and Marquette University staff
Proficient understanding of the Library of Congress call number system
Sign in MU visitors and alumni, welcome guided tour groups, and direct all other sponsored patrons to proper library departments
Track patron interaction using Library database, LibInsights
Tech support:
Printwise
Printing/copying/scanning
Clearing jams
Adding paper
Stocking cabinets with 50 lb cases of paper
Other basic tech support:
Microsoft Office
Windows and Apple operating systems
Scanning – software options, OCR
File management and storage (USB, etc.)
Course management software (D2L)
Email
WiFi
Telephone Usage:
Answer the phone in a professional and polite manner
Look up answers online with the patron on hold
Transfer calls to other departments
Grad Student Supervisors are expected to know all the specifics of the Library Service Desk Assistant, along with the following responsibilities:
Supervise the Raynor front desk and student staff while full time staff is absent (which comes with an increased rate of $15.50/hr)
While working as supervisor of the library: able to delegate during these times and oversee shift changes, as well as enforce library policy
Participate in additional projects as they arise in the Access Services and ILL departments.
Assist other student employees in handling difficult or unusual patron questions
Work Days/Times: morning, afternoon, evening & weekend hours may be required. All grad student employees are required to work 2 opening or closing shifts per week, along with 4-5 Friday or Saturday night closing shifts per semester.
Qualifications
Commitment to customer service
Strong interpersonal skills and the ability to work independently
Follow oral or written instructions and willingness to ask follow-up questions
Understanding of all library policy and ability to enforce said policy
Confidently supervise a group of 2-3 student employees
Comfortable to open/close the library to the public
