Description:
The Library Services Technician will provide excellent customer service and frontline library services through in-person and virtual channels, within a cross-trained, blended service model. The incumbent will deliver foundational research and learning support using established procedures and tools, provide circulation and access services, support academic integrity and citation practices using college-approved resources, promote an Open Education-first approach, and provide first-level technology assistance.
The successful candidate will be required to conduct on-site work five days per week at Conestoga’s Doon campus, located at 299 Doon Valley Dr. in Kitchener. The Library Technician will work Monday to Friday in either a 7:30 a.m. to 3:00 p.m., 8:30 a.m. to 4:00 p.m., or 9:30 a.m. to 5:00 p.m. shift, based on operational needs. Occasional travel will be required between Conestoga campuses located in Waterloo and Cambridge.
Responsibilities
Frontline services
- Provide timely, courteous service at library service points and virtual channels (e.g., MS Teams, online forms, AskOn), responding to inquiries using established procedures
- Open and close service points; complete routine tasks and prepare spaces for use
- Conduct reference interviews to clarify needs; provide basic reference and directional support
- Support users in navigating the website, library catalogue, and library databases to find and access resources; promote appropriate use of licensed and open resources
- Foster a safe, inclusive environment by modelling service standards and escalating incidents
- Provide orientation-level instruction on services, spaces, and tools; support workshops and tours
- Support accessibility by assisting with basic assistive technology and referring to specialized supports
Research and learning support
- Guide students in the research process (e.g., clarifying topics, developing keywords, selecting tools, refining searches)
- Assist users in finding and accessing materials (e.g., locating items, accessing full text, basic troubleshooting, and using holds or resource sharing)
- Support citing, referencing and academic integrity using approved resources; troubleshoot citation tools and refer complex cases
Circulation, access, and user accounts
- Maintain patron records in accordance with privacy requirements; explain borrowing policies, fines, fees, and responsibilities
- Support access services (e.g., course reserves, equipment lending, space bookings, retrieval from storage)
- Follow requirements for access and sharing of materials (e.g., copyright, licensing, accessibility)
- Receive, route, and track incoming and outgoing materials (e.g., courier, interlibrary loan) and maintain accurate records
- Support collection upkeep (e.g., shelving, shelf reading, shifting, basic repairs, identifying items for withdrawal)
Technology, computing, and productivity support
- Provide first-level assistance with common technology issues in the library (e.g., printing, scanning, Wi-Fi access, and account sign-in)
- Support lending, booking, and basic troubleshooting of library technology following established workflows
- Deliver brief coaching on productivity tools