Reference & Research Support Specialist (Pay Band 10)Title: Reference & Research Support Specialist (Pay Band 10)
Location: Mississauga
Other Locations:
Working in a busy academic library learning commons, the incumbent is responsible for the provision of a full range of proactive reference, information, and learning support services under the direction of the Associate Librarian, Teaching and Learning and administratively reporting to the Director, Library Operations. The incumbent is expected to provide leadership and initiative in responding to customer service requests in person, by phone, or electronically (e.g. email, real-time chat). Areas of support include helping users to understand and navigate the University of Toronto's vast and complex information environment, providing instruction in the use of print and electronic resources, creating and maintaining web guides and videos, developing print and digital guides and other instructional or marketing tools, and troubleshooting and resolving Blackboard access issues. In order to achieve the outcomes of this position the incumbent requires outstanding public service/customer service skills, knowledge of a broad range of reference, information, and learning support tools, skill in the use of question negotiation strategies, and an understanding of the information needs of diverse user groups. The incumbent also offers support to library users in their use of software applications and hardware, troubleshoots information access and printing problems, collaborates in implementing Library staff in-service training programs, provides support in the development of learning initiatives, assists with the supervision of Learning Commons staff, and assists with a variety of other Teaching and Learning Services administrative and service-related projects. Shift work, evenings, and weekend work is required.
(Minimum)
Education: An accredited university degree is required or an acceptable equivalent combination of education and experience.
Experience: Four (4) years of experience working in a public service/customer service environment. Experience in using an integrated online library system. Experience searching bibliographic databases and the Internet, developing digital/web- and print-based learning and/or training materials, using Blackboard (or comparable software) and providing user support. Public speaking and/or presentation, and/or teaching experience required and creating and maintaining websites is required. Four (4) years academic library experience working in public service/customer service capacity preferred.
Skills: Demonstrated skill in using Excel or other software for collecting and analyzing data; skill in using PowerPoint or other presentation software; skill in creating and maintaining digital/web materials; skill in using Adobe Photoshop, Fireworks, or similar bit-mapped graphics software applications; basic understanding of graphical design principles; skill in using Adobe Illustrator, Flash, or similar vector graphics or animation software applications; working knowledge of office automation software (e.g., word processing, email, web). Knowledge of and understanding in the use of print and electronic information tools; understanding in the formulation of a variety of database search strategies.
Other: Excellent interpersonal, verbal, and written communication skills; keen interest in and willingness to help and serve, students, faculty, staff and all Library patrons; excellent customer service, question negotiation, and analytical skills; demonstrated initiative in resolving problems, providing follow-up and negotiating for positive service outcomes; demonstrated leadership skills (e.g., providing proactive assistance to students and staff); excellent presentation skills; demonstrated skills in teaching. Other required qualifications include: Aptitude and keen interest for learning and keeping up to date. Dedicated to promoting a positive and productive work environment. Good judgment. Ability to work independently and as a member of a team, to work accurately and efficiently, while attending to detail, in a busy, fast-paced environment, to prioritize and manage time effectively, to adapt quickly to changing work situations and priorities and juggle multiple tasks.
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