Wanted: Information Assistant

WANTED: Friendly, energetic students with excellent customer service skills for a dynamic, student-friendly environment! 

What is the RHD? The Research Help Desk is a fast-paced service desk at the heart of the Kellogg Library, dedicated to helping students find information. 

What are the benefits of being an information assistant?

• Develop transferable skills for future jobs
• Learn about the campus
• Sharpen research skills
• Make friendships

Are you right for the job? Required skills include:

• strong interpersonal communication skills and professional behavior
• positive, cooperative attitude and willingness to learn
• ability to problem solve and multi-task using good judgment
• dependability, punctuality, and ability to meet an established schedule

Apply at CougarJobs --Job ID 7013, "Research Help Desk Student Assistant"

More information

Job summary:

1. Provide support for Information Literacy Program/Reference Department by working with the public and answering a wide variety of information questions via email, telephone, and in-person requests at the Research Help Desk.
2. Act as initial contact for Research Help Desk and provide helpful, efficient service for all students, faculty, staff, and community patrons.
3. Promote and sustain a constructive, supportive, and friendly working relationship with all patrons, external and internal, as well as other work colleagues.
4. Observe library procedures and policies, and be able to explain these to patrons as needed.
5. Provide basic assistance with Library Catalog, Research Guides, and Internet Resources.
6. Refer patron to appropriate librarians, staff members, or departments.
7. Assist patrons with Circuit and Interlibrary Loan requests.
8. Collect statistics relating to reference transactions and other library operations.
9. Assist in developing handouts and signs for computer area.
10. Help maintain overall appearance of library by filling displays, shelving materials, and maintaining workspaces.
11. Provide basic technical assistance and troubleshooting as appropriate and refer complex technical questions. Provide basic assistance and troubleshooting with copiers and microform machines.
12. Answer simple directional questions, i.e. assistance in locating books in stacks, periodicals, etc.
13. Maintain a general knowledge of library and campus events.
14. Work on special projects assigned by librarians and other duties as assigned.
15. Attend mandatory training meetings.

Upon completion of training, Research Help Desk staff will be able to:

• operate desk facilities and equipment to support patron queries
• facilitate patron use of the Library’s electronic information resources
• provide patrons with an effective reference interaction
• manage conflict situations effectively
• refer patrons to appropriate information services offered by the Library or other departments within the Library building
• direct patrons to other locations within CSUSM in order to facilitate access to services and/or events
• deal effectively with basic equipment breakdowns & other technology questions
• deal effectively with emergency situations
• carry out closing duties & follow closing procedures without direct supervision

Required skills/abilities:

• excellent customer service skills including ability to deal efficiently, courteously, and tactfully with internal and external customers
• strong interpersonal communication skills and professional behavior
• positive, cooperative attitude and willingness to learn
• ability to problem solve and multi-task using good judgment
• dependability, punctuality, and ability to meet an established schedule
• flexibility in dealing with frequent interruptions while maintaining accuracy and attention to detail
• basic computer and Internet skills
• ability to work independently with minimal or no supervision
• ability to stand or sit for extended periods

Other requirements:

• Undergraduate students – must be currently enrolled with a minimum of 6 units at CSUSM (including credential students)
• Graduate students – must be currently enrolled with a minimum of 4 units at CSUSM (graduate level)

Desirable knowledge, skills, and abilities:

• previous experience working in libraries and/or interest in information literacy and libraries
• knowledge of reference and search tools, including electronic databases and online catalog
• knowledge of Library of Congress Classification System
• completion of, or current enrollment in, GEL101 or its equivalent

Training provided:

• general orientation to Library & departments
• in-depth orientation to Reference Department & online resources
• on-the-job training at the Research Help Desk
• continuous training to develop reference service skills