Information Services Technician

**About Queen's University**

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

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**Job Summary**

**TYPICAL DUTIES & RESPONSIBILITIES: (Effort & Responsibility)**
**1. Fulfillment Duties**:

- Loans, returns, and renews circulating materials in all formats.
- Creates/updates records as required, and according to established authorization.
- Interprets and applies circulation procedures and regulations, referring difficult problems to more senior staff in the area.
- Scans and photocopies materials for Document Delivery
- Exercises judgement in issuing library cards, consults with Supervisor, or designate on special or unusual requests.
- Participates in checking, and preparing library notices, contacting library patrons concerning recalled, held, or rush catalogued items, as required.
- Opens and closes the service desk, assists security staff or other staff to open or close the library.

**2. Customer Service Duties**
- Assists patrons answering informational or directional questions for which an immediate, definite answer can be found; refers queries to the appropriate library staff as necessary.
- Provides assistance and basic troubleshooting in the use of library equipment, following the guidelines.
- Maintains familiarity with the basic functions offered at Public Workstations.

**3. Equipment Support Duties**:

- Ensures that all self-service photocopy, microform, printing equipment and software are maintained (including troubleshooting) and are in good working order.
- Issues refunds for students using online printing system; troubleshoot and respond to any issues.
- Provides training and guidance for casual assistants on MFD equipment (printer/copier/scanner) and microform readers assigned as required.

**4. Resource Sharing Support Duties**:

- Receives ILL requests and retrieves or ensures retrieval of materials
- Verifies accuracy of materials copied
- Receives, and returns materials loaned to other libraries and directs them to the Resource Sharing department.
- Verifies, distributes incoming loans, and prepares borrowed material for return.

**5. Reserve Duties**
- Retrieves or orders material, creates required records, prepares items for circulation, and removes items from reserve.
- Places orders for added copies or new titles to meet demand in consultation with senior staff as required
- Recalls or places general hold on heavily used items in demand to be put on reserve
- Changes loan periods of reserve material to adjust to demand
- Interprets library policies and resolves problems for faculty members in the absence of senior staff, referring difficult problems to the Reserves Coordinator or designate.

**6. Service Point Operation Duties**:

- Participates in the training, guidance, and distribution of work to Library Technician 2 and/or student library assistants; assists in resolving problems for them concerning tasks.
- Assumes responsibility for a limited operation of a service point in the absence of more senior Library staff.

**7. Clerical/administrative duties**:

- Orders and maintains supply inventory.
- Opens, sorts, and delivers mail within unit.
- Monitors facilities for needed repairs; recommends repairs to Facilities Maintenance.
- Place service calls to Fix-It or other appropriate contacts as needed or at the request of other staff.
- Photocopies and scans Library materials.
- Assists more experienced technicians in checking, verifying non receipt, locating, or similar duties.
- Performs processing functions including spine labels, barcodes and tattle-tape for new and rebound materials (books, journals, current periodical issues, CD’s DVD’s etc.
- Prepares and routes items for delivery in accordance with established procedures.
- Revises processing errors noted by more senior staff.
- Maintains records and compiles monthly statistics. (e.g. copy service, campus book retrieval)
- Maintains public bulletin boards.

**Interactions and Equipment**
The incumbent works with, or comes in contact with, Library patrons and Library staff in person, by telephone or electronically.

The incumbent will regularly use the following equipment:

- Standard computer and library/office equipment
- Specialized copier and scanning equipment and software, including public printing
- Self-checkout software and hardware
- Other hardware or software that is introduced to the Information Services staff and service points.

**QUALIFICATIONS: (Skill)**

**Education & Experience**:
1. Secondary School Graduation Diploma or an equivalent combination of education and experience

2. Minimum of 1 year library or related experience.

**Special Sk