Reference Assistant

University Libraries
Student Employee Job Description

Title: Reference Assistant

Pay Rate: Tier 2

General Description:

Reference Assistants provide assistance to library patrons by answering first-, second- and third-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 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. Respect patron privacy and maintains confidentiality after the transaction.
  9. Work as the lead person for University Library Research & Instructional Services (RIS) department during evening, weekend and holiday hours.
  10. Supervise Ask Me Desk Assistants.
  11. Provide bibliographic instruction when appropriate.
  12. Assist with the development of library guides and bibliographies when appropriate.
  13. Maintain a pristine appearance of the first-floor public areas.
  14. Maintain the usability of public equipment by reporting operational issues and keeping printers stocked with paper and toner.
  15. 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 2 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.
  5. Enrolled in the Information School program.