This recruitment will be used to fill one full-time Library Technician 3 position for the Library Experience and Access Department (LEAD) of The Valley Library at Oregon State University (OSU).

The Virtual Reference Assistant works in the Library Experience and Access Department (LEAD) of The Valley Library. LEAD is responsible for ensuring that service and space designs in the physical and virtual realms meet library users’ current and future needs and continually cultivates an innovative environment of learning and engagement that empowers students and faculty.

This position will be primarily responsible for providing virtual reference services (via chat, text, email and telephone), backing up the student-staffed Information Desk, and will occasionally work in the soon-to-be-opened Undergrad Research & Writing Studio. This position will perform first, second and third tier reference services, communicating regularly with library patrons and faculty/staff outside the work unit to provide excellent, expert service. The person in this position anticipates and responds appropriately to patron needs, recommend services to supervisor and department had to meet those needs.

This person oversees, trains, and assists with scheduling 10-20 (3.5 FTE) student employees providing technical and information service at the Information Desk.

May serve as back-up for the unit manager.

Exercises a general degree of authority, independence and initiative in prioritizing, decision-making or problem solving using discretionary judgment.

75% Reference, Research and Patron Assistance:

• Performs reference services to answer, primarily first and second tier and occasionally third tier reference and technical questions. Services will be primarily provided virtually via chat, text, email and telephone, however this position also provides in-person service at the Information Desk and occasionally in the Undergrad Research & Writing Studio.

• Assists patrons at the Information Desk.

• Occasionally assists patrons in the Undergrad Research & Writing Studio.

• Troubleshoots problems with computers and equipment in Learning Commons, Undergrad Research & Writing Studio and throughout library public service areas. Communicates and collaborates with Emerging Technology staff to ensure equipment in Learning Commons & URW Studio is in proper working order and available for use.

• Maintains microformat reader/scanner/printers and works with vendor for repairs and upgrades.

• Assists with maintenance of LibAnswers, making sure information is up-to-date and Information Desk staff have correct permissions to add/edit/delete information.

• Responds to user complaints, assures that library policies are understood, reports problems appropriately.

15% Administrative and Departmental Tasks:

• Compiles quarterly statistics for virtual reference.

• Processes reservation requests for and schedules library classrooms and meeting rooms.

• Attends LEAD Department Meetings and other meetings as required.

10% Lead Work:

• Manages workflow of student employees at Information Desk during scheduled hours. Prioritize requests/assign tasks to student employees, monitor progress on projects.

• Assists with training student employees working at the Information Desk. Assists in developing and implementing training and orientation materials.

• Provides input on student employee performance to Learning Commons Coordinator.

Bachelors degree plus two years of current (within 5 years) experience in a Library; OR 4 years of current library experience. AND Advanced proficiency in multiple library specific computer applications, e.g., integrated library systems, database applications, institutional repository; content management systems. Some positions may also require in-depth knowledge of specialty area(s), e.g., original cataloging, complex copy cataloging, serials management, ILL management, government documents, image resources, music.

• Extensive experience providing reference services in an academic library in person, via email and especially chat reference.

• Experience or training with reference databases.

• Experience providing bibliographic instruction or teaching.

• Work without direct supervision and adapt easily to a frequently changing information environment.

• Effective communication and interpersonal skills.

• Demonstrated ability to manage multiple tasks and assign work.

• Demonstrated ability to work collaboratively with individuals and groups.

• Able to listen carefully and ask pertinent questions.