Knowledge Commons Coordinator

Oversees public service operations at the Knowledge Commons, ensuring high-quality patron service and technology lending support. Assists the Knowledge Commons manager on the training, development, and supervision of department employees to deliver consistent, customer-focused support across all service channels, including in-person interactions, email, telephone, and written communications.

Serves as the initial point of contact for Answer U, listening to student concerns, assessing needs, gathering essential intake information, and providing warm referrals to Answer U Generalists when issues require more comprehensive support.

Provides guidance and support to part-time staff in information, reference, and referral services, while resolving complex patron inquiries and service issues. Promotes a welcoming and professional service environment, including the effective mediation of user conflicts and resolution or escalation of patron and facility concerns as appropriate.

This position may also support University students and employees with device and remote support.

This position is required to work on campus full-time. Telecommuting will only be authorized for occasional/exceptional circumstances.

We seek qualified applicants who bring perspectives and experiences that will enrich and strengthen our organization and enhance our commitment to access and belonging. We welcome applications from candidates of all backgrounds, including those who may not have followed a traditional educational or professional path.

This position is not eligible for work visa sponsorship.

Responsibilities Provide technology and reference assistance

• Provide computer OS and network assistance for circulating library technology.
• Provide basic to advanced software support
• Provide directional information and assist patrons in using resources including Usearch and other library databases. Help patrons locate library resources online and in physical collections.
• Make effective patron referrals to other library personnel as needed.
• Respond to questions referred from the desk, by phone, e-mail, or e-ticket.

Coordinate technology services

• Fill online requests for equipment pickup and home delivery and for poster printing.
• Maintain circulation technology collection and address circulation issues.
• Work with IT to address system issues and enhance services.
• Work with library circulation departments to address circulation issues and enhance services.
• Report on service usage and statistics.
• Plan and implement new services. Revise services and workflows as needed.
• Update technology services information on website as needed.

Support Answer U and Campus Referrals

• Provide wayfinding and basic guidance on campus services and resources within tiers 1 and 2 of Answer U.
• Identify student needs during in-person, phone, or online inquiries by listening to concerns and determining when deeper support is required.
• Triage a wide range of student concerns, including academic issues, financial or basic needs challenges, accommodation support, and adjustment concerns.
• Engage students in supportive, solution-focused conversations to clarify needs and next steps.
• Make warm, well-informed referrals to Answer U Generalists, Dean of Students case managers, or other appropriate campus offices.
• Support campus technology services and refer advanced issues to campus IT departments as needed.
• Ensure students understand what will happen next and feel supported, heard, and respected throughout the interaction.

Supervise part-time staff

• Supervise student desk staff and shift supervisors and provide ongoing training related to technology, reference, policies, and procedures.
• Assist with hiring and onboarding new student employees.
• Address staff and service issues.

Requires Bachelor’s degree in related field and 3-5 years of progressively more responsible experience with coordinating experience in a library, cultural heritage institution, or similar setting, or equivalency (one year of education can be substituted for two years of related work experience). Directly related experience working with the types of technologies, collections, and resources used in the specified area of library service preferred., Experience with customer service and working in a team environment, preferably in a technology and/or academic environment. Experience with Windows and Mac operating systems, basic hardware, various software applications, and troubleshooting technical issues. Approachable with excellent communication skills to work effectively with students, staff, faculty, and other library users. Supervisory experience. Good organization skills and ability to learn new systems.