Intermediate Technician, User Engagement

Intermediate Technician, User Engagement Join to apply for the Intermediate Technician, User Engagement role at University of Ottawa. About the Library In alignment with the ambitious vision and core aspirations of Transformation 2030, the University of Ottawa Library advances cutting edge research and supports transformative learning by connecting the uOttawa community to expertise, services, collections and technology in a welcoming and supportive environment. The Library is composed of three main libraries - the Morisset Library (Arts and Science), the Brian Dickson Law Library, and the Health Sciences Library - in addition to a number of specialized research collections. It has approximately 150 employees, including 55 librarians, serving the students, faculty, and employees of the University. Purpose of the Position The person in this position coordinates front‑line services offered at the Library by monitoring and providing a service of assistance, information and training to Library users (students, faculty members, researchers and external users) while adhering to a uniform approach that meets the criteria of excellence in customer service. It contributes to the documentary training of students in order to facilitate and reinforce their optimal use of library resources and to promote the success of their work. Responsibilities Responsible for files, services or project coordination, as assigned. Establish objectives and priorities for files, the schedule, milestones, resources and budget required to complete recurring and one‑time projects. Typical projects include functional supervision of employees and students, coordination of donations, validation of service quality, management of specialized equipment such as 3D printers, chat services, and one‑time service improvement projects. Develop planning and data collection tools needed to set up, analyze and evaluate projects. The number of projects assigned will depend on their complexity and the level of involvement required. Provide technical expertise by providing users with information on library services and guiding them in their use of the computerized catalog, databases and research guides to foster a better understanding of the Library's resources. Work closely with librarians to transfer requests within their areas of responsibility. Handle customers in a professional manner. Provide IT support to Library customers (Library account, Wifi, etc.) in collaboration with the University's IT department. Respond to inquiries related to University Faculties and Services in order to provide an efficient liaison service. Act as an expert on systems and software related to collection access, such as the integrated library system, point‑of‑sale terminals, self‑borrowing devices, and the interlibrary loan system, to assist users with problems. Explain to users the status of their files and provide information on circulation policies and procedures. Organize and deliver orientation sessions and workshops to raise awareness of specialized resources (e.g. Chercher+), tools (e.g. Mendeley), Library services and policies. Act as the person responsible for the working environment and well‑being of Library users. Notify responsible areas of problems, breakdowns or defects. Establish and maintain close links with the Protection Department and the Housekeeping team to ensure a safe and pleasant working and study environment for all. Provide a liaison and troubleshooting service for printing, photocopying and scanning problems. Organize and participate in the development and implementation of initiatives to enhance the student experience. Get involved and support special Library projects and activities, such as back‑to‑school open houses, to promote and inform users of the Library's collections and services. Contribute their expertise to projects other than those for which they are responsible. Essential Qualifications Post‑secondary education in a relevant field or equivalent professional experience. At least 3 years experience in customer service. At least one year experience in file coordination. Other Qualities Knowledge of university libraries and the bibliographic elements required for document retrieval. Knowledge or experience of managing an integrated library system. Knowledge of computer systems and software, including word processing, spreadsheets, databases, presentation software, e‑mail and the Internet. Proficiency in using the existing student system (uoCampus) to locate information in student records. Ability to manipulate and interpret computer data; to calculate, verify and record data accurately and precisely. Ability to present to groups in French and English. Interpersonal and communication skills with a variety of clientele (students, professors, administrative staff, management, community members), both orally and in writing. Analytical skills to identify customer needs, sources of problems and suggested solutions. Ability to work on several files simultaneously. Ability to work as part of a team. Bilingualism - French and English (oral and written) - Front‑line position. Key Competencies Planning skills Initiative Customer service orientation Teamwork and collaboration Schedule Will be required to work on weekends and some statutory holidays. Schedule can be modified to meet operational needs. The current schedule is Tuesday to Friday, 11:30 am to 7:30 pm and Saturday, 10 am to 6 pm on main campus, but could include some days at Roger‑Guindon, when needed. Diversity & Inclusion The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier‑free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact hrtalentmanagement@uottawa.ca to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Language Proficiency Requirement for Front‑Line Position Selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute. Union Information If this is a union position: the hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more. #J-18808-Ljbffr