Ask Me Desk Assistant

University Libraries
Student Employee Job Description

Title: Ask Me Desk Assistant

Pay Rate: Tier 1

General Description:

Ask Me Desk Assistants provide assistance to library patrons by answering first and second tier reference questions, answering campus and building informational and directional questions, instructing patrons on the use of library equipment (printers, copiers, scanners, microfilm viewers, etc.) and the productivity software loaded on the library’s public computer workstations. Assistants are also responsible for helping patrons with the printing process including wireless printing, adding money to their FLASHcash account online or using the FLASHcard machine, and scheduling bookable study spaces. This list is not exhaustive.

Duties and Responsibilities:

  1. Provide direct user assistance at the Ask Me Desk answering in-person, phone and text queries
  2. Answer routine questions about our facility and campus, library services offered and other services offered within our facility
  3. Interpret the Libraries’ online catalog, the OhioLINK catalog and the Search Ohio catalog to determine the location and availability of specific items
  4. Effectively identify the patron's information needs in a manner that puts the patron at ease using effective listening and questioning skills for a positive interaction
  5. Facilitate the use of licensed resources, such as research databases
  6. Record user statistics using our statistical platform
  7. Make appropriate referrals to subject librarians, other library departments or offices within our facility
  8. Respects patron privacy and maintains confidentiality after the transaction
  9. Maintain a pristine appearance of the first-floor public areas
  10. Maintain the usability of public equipment by reporting operational issues and keeping printers stocked with paper and toner
  11. Other duties that may be assigned by the Reference Center Manager

Required Qualifications:

  1. Must be currently enrolled as an undergraduate or graduate student at Kent State University, at least part time
  2. Must be able to work evenings, weekends and holidays
  3. Must be able to work at least two semesters
  4. Must have excellent customer service skills
  5. Must possess basic computer skills
  6. Must have a good work ethic

Preferred Qualifications:

  1. Have available Federal Work Study funds
  2. Available to work summer and intersessions
  3. Previous library and/or customer service experience
  4. Knowledge of common productivity software