Intermediate Technician User Engagement

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Purpose of the position
The person in this position coordinates frontline 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.

In this role your responsibilities will include:
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 onetime 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 onetime 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 Librarys 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 Universitys 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 pointofsale terminals selfborrowing 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 wellbeing 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 backtoschool open houses to promote and inform users of the Librarys collections and services. Contribute their expertise to projects other than those for which they are responsible.

What you will bring:
Essential qualifications
Postsecondary 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.
Knowledge of computer systems and software including word processing spreadsheets databases presentation software email and the Internet.
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) Frontline position.

Will be required to work evenings weekends and statutory holidays. Schedule can be modified to meet operational needs.