Virtual Reference Library Jobs in Ontario (NOW HIRING)

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About the Role:

Reporting to the Manager, User Services & Engagement, the Library Assistant, Resource Sharing & Reference position is a member of the resource sharing team and contributes to the daily processing of borrowing and lending resource sharing and interlibrary loan (ILL) requests. In addition, the role provides circulation, basic copying and printing services, and reference assistance to users at the Ask Us Desk and is also a member of the library's group of Reference Assistants who provide in-depth research help to students.

The Library Assistant, Resource Sharing & Reference will:

• Utilize the ILS system to process borrowing and lending requests, following established procedures and manually updating/processing requests as needed;
• Retrieve library stacks materials for physical loan or digitization as requested following established procedures for local lending, interlibrary loan, and course reserve;
• Search library catalogue and databases for requested items, reporting access issues to Electronic Resources Management (ERM) department as needed;
• Monitor shared email mailbox and respond to patron and partner inquiries regarding ILL requests, explaining procedures and policies, renewals, status and availability of materials;
• Process requests for loans between campuses, to students at a distance, and to faculty and staff mailboxes, as requested;
• Work with RS Coordinator to troubleshoot problems, such as problematic requests in in the ILS or dealing with lost or damaged materials;
• Submit supply orders to vendors for physical resource sharing;
• Reconcile credit card payments for supplies and shipping costs in Workday;
• Assist users in locating, using, and borrowing library material, including books, reserve readings, audio-visual items, and other equipment available at the desk;
• Provide support to users to operate equipment, such as computers, all-in-one printers/scanners/photocopiers, self-check machine, microform reader/printer; troubleshoot problems; refer to Library Systems and Technologies staff as necessary;
• Maintain and update patron system records accurately, including collecting payments, creating temporary user accounts for visitors, and recording user interactions;
• Provide in-depth research assistance in person and remotely by staffing the Ontario Council of University Libraries (OCUL) virtual reference chat service and the library's primary email account as the first point of contact; delivers remote support to students, faculty, and staff across the university; and triages inquiries across the library in accordance with established procedures;
• Interpret and analyze user needs and determine which sources should be consulted; refer to librarian as needed;and
• Instruct library users in using library collections, online catalogue, databases, Internet resources, and how to formulate search terms.

Key Skills and Experience:

• Undergraduate degree in relevant discipline;
• Expertise of Interlibrary Loan systems for sharing electronic resources between libraries;
• Familiarity with Library of Congress, Music, and Government Documents classification systems;
• Technical aptitude to assist users in navigating the university website, troubleshoot common problems with equipment (print/copy/scan stations, desktop computers), use the POS to process payments, use of Brock's financial system (Workday) and processes and frequent use of Microsoft Office suite of products for daily time management, communication, and work tasks;
• Strong customer service and interpersonal skills;
• Flexibility and sensitivity to meet the needs of a diverse user population;
• Ability to maintain confidentiality of patron information;
• Strong problem-solving skills; and
• Strong accuracy and attention to detail.

Preferred or Asset Skills:

• Library Technician Diploma;
• Knowledge of the responsibilities of the library departments and library staff, in addition to the services offered by Learning Commons' partners and other University units; and
• Knowledge of a broad array of information resources and proficiency in searching the Library catalogue, Library website, and electronic databases to which the Library subscribes, specifically their general content and use features.

Salary and Total Rewards:

• Job Grade (I), Salary Scale $52,798.00 - 84,476.00;
• Target Hiring Range: $52,798.00 - $60,668.00*;
• This is a permanent position that includes:
• Health & Dental Benefits: Comprehensive extended health, dental, and vision coverage.
• Pension Plan: Enrollment eligibility in the Brock University Pension Plan.
• Vacation: Up to 3 weeks per year, in addition to university holidays.
• Professional Development: Eligibility for the Brock Tuition Waiver Program.

*The final salary is based on experience, internal equity, and budget considerations within the target hiring range.