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Reference Assistant, Harvard University, Cambridge, MA

Posted January 27, 2020

The incumbent provides reference assistance to a large user community, both in person and on the telephone at Widener and Lamont libraries, and online via a question ticketing program (currently LibAnswers) and via chat. Serve as initial information source at the reference desk and online, responding to reference questions of a moderately complex nature, and may serve as principal source during weekends and nights. The incumbent refers in-depth research questions to the appropriate librarian, either within the department, or at other libraries on campus, or elsewhere.

 

Job-Specific Responsibilities

  • Supports virtual and direct reference services by identifying, answering and reporting questions which come in to Widener and Lamont libraries, in person, by telephone, by e-mail, online, or by other means.  This duty can include assisting users with locating library resources, recommending databases or software (for example, MLA International Bibliography), referring patrons to prepared guides and web sites (for example, Library Research Guide for History), and providing referrals to colleagues and resources beyond Widener and Lamont.

    • Provides high quality customer service to users of the library, including anticipating needs and prepositioning resources (for example, checking to confirm that computers and printers are operational, and notifying the IT liaison when problems arise).

    • Monitors LibAnswers online reference service on a regular basis.

    • Monitors chat reference during scheduled shifts, including evening hours.

    • Is proficient with HOLLIS, the library’s main discovery system

    • Understands and can explain the multiple call number systems at Widener and Lamont libraries and the complex organization of the buildings and their physical collections.

    • Stays apprised of new information, resources, and software tools which are relevant to assisting library patrons.

    • Understands and communicates library policy and procedures to users of the library, including online users. Includes knowledge of library policies at other Harvard schools.

    • Consistently tracks statistics of transactions at service points, and assists in other statistics-gathering projects.

    • Offers regular tours of Widener Library, and also assists at large outreach events (for example, Junior Family Weekend).

    • Has knowledge of library’s Circulation tools, to assist users by charging materials, checking progress of requests, determining status of materials, checking user’s accounts.

  • Helps monitor the daily functions of the LibAnswers online ticketing system. Includes answering basic questions from users, triaging more advanced questions to the appropriate subject specialist or library, and assigning research appointment requests to the appropriate librarian. Helps maintain knowledge base of FAQs, including adding new questions and updating existing questions.

  • Works with subject librarians to ensure that research guides are current, including updating links when necessary and suggesting additional resources as needed.

  • Performs bibliographic searching as assigned.

  • Other duties as assigned.

 

Basic Qualifications

  • HS diploma

  • Three or more years of work experience. Education beyond high school may count toward experience

 

Additional Qualifications

  • BA preferred

  • Two or more years of experience providing reference or other assistance in library setting

  • Strong customer service skills

  • Proficiency with the online Harvard library system, including HOLLIS+ and other digital resources preferred

  • Excellent verbal and written communication skills and demonstrated ability to work with a diverse public

  • Ability to communicate professionally and effectively with student assistants, coworkers, supervisors, patrons and librarians

  • Excellent organizational skills

  • Basic familiarity with languages, especially European, is useful

  • Ability to work both independently and as part of a team

 

Physical Requirements

While performing the duties of the job, the employee is regularly required to hold and manipulate books and other library materials. The employee is occasionally required to stand, walk, reach and stoop. The employee must occasionally lift objects of up to 10 pounds. The job requires some occasional typing.

 

Working Conditions

The work associated with this position is performed primarily in Widener Library at the Reference or Information Desks, at the Unified Service Point in Lamont Library, or in a personal workspace.

 

Schedule

35 hours per week

 

To view the full position and apply, please visit the following link. 

 

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.