Department/Activity: Library & Information Services	Job Title: LIS Help Desk Student Worker
Supervisor: Alex Julio	Hours per Week: 8-10
Contact Information Alejandra Julio phone: (724) 946-7330
Job Begins Fall 2018

Duties: Student LIS Help Desk Employees are the ‘face’ of the Library and Information Services department providing excellent front-line services to library patrons and level one call center tech support for the entire campus. Students work as partners with librarians, library staff, IT staff and fellow LIS student workers and receive supervision from the LIS Help Supervisor. The following are primary duties and responsibilities of this position: • Locate physical and online library resources • Check in/out circulating materials, course reserves, Interlibrary loan, media, laptops and accessories using OCLC’s WorldShare Management System (WMS) • Assist patrons with renewals, holds and fines for circulating materials • Register Town Card borrowers and provide support for Guest account creation • Refer patrons to a Librarian for in-depth research assistance • Shelve and shelf-read library collections accurately by following the Library of Congress (LC) Classification system • Collect and record library usage statistics • Maintain paper and toner supplies for all Public computer lab printers (2 in McGill, TC 205 and PH 103), resolve simple paper jams and replace additional printer parts as needed • Answer phones/email and troubleshoot basic technology and library resource related questions • Assist patrons with wireless connections and email setup on their mobile devices • Direct patrons to knowledge base and/or create work orders in our Service Management System (KACE) for level 2/3 tech troubleshooting and resolution • Follow daily opening and closing procedures (turning lights on/off, making sure windows are closed, doors locked/unlocked, picking up newspaper, etc.) • Participate in ongoing training

Qualifications/Skills: Those interested in this position must be service oriented, incredibly reliable, very comfortable interacting with students, faculty, staff administration and community members. They should be willing to learn, and willing to develop deep knowledge of McGill library and LIS department’s services in order to direct, assist and refer patrons.

Special Requirements: Preference will be given to students with previous customer service experience and solid computer and troubleshooting skills but we are willing to train anyone with a willingness to learn. Candidates must be ready to work day, evening and weekend hours during all times that McGill Library is open. This may include evenings and weekends when the supervisor is not on duty.