Intermediate Technician, User Engagement

**Job Type**:
Employee

**Duration in Months** **(for fixed-term jobs):
N/A

**Job Family**:
Library and Archives

**# of Open Positions**:
1

**Faculty/Service - Department**:
On-Site Team

**Campus**:
Main Campus, Roger Guindon Hall

**Union Affiliation**:
SSUO

**Date Posted**:
September 05, 2024

**Closing Date**:
September 16, 2024
**Note**: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above

**Hours per week**:
35

**Salary Grade**:
SSUO Grade 08

**Salary Range**:
$62,218.00 - $78,589.00

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.

**Typical responsibilities**
1. 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.
2. 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.
3. 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.
4. Organize and deliver orientation sessions and workshops to raise awareness of specialized resources (e.g. Chercher+), tools (e.g. Mendeley), Library services and policies.
5. 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.
6. 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.

**Knowledge, experience and skills**
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.

Key competencies
- Planning skills
- Initiative
- Customer service orientation
- Teamwork and collaboration

Other qualities
- Knowledge of university libraries and the bibliographic elements required for document retrieval.
- Knowledge or experience of managing an integrated library system.
- 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.

Will be required to work evenings, weekends and statutory holidays. Sche