Reference Assistant & Public Services Technology Coordinator

About the College, School, or Department

With welcoming spaces, expansive collections, and innovative services across our libraries on campus, is a unified community empowering academic achievement and intellectual exploration at Cornell and beyond.

About Olin and Uris Libraries

The Department of Research & Learning Services administers the reference and instruction services of Cornell'sand primarily serves the College of Arts and Sciences. Along with its core role in Olin and Uris libraries, the Department of Research & Learning Services supports collection development, reference, instruction, digital scholarship, and outreach activities throughout the Cornell University Library system.

The Opportunity

In consultation with the Reference Desk & Map Room Coordinator, and as the Reference Assistant & Public Services Technology Coordinator, your responsibilities include:

• Elevate Information Services with Personalized Support:
  • Engage users of the Cornell University Library, both in person at the reference desk and through digital platforms like online chat and email.
  • Provide expert assistance by answering factual, bibliographic, and subject reference questions, empowering patrons with the knowledge they seek.
• Embrace a Role of Innovation and Empowerment:
  • Serve as the primary frontline user support contact for technology in Olin & Uris Libraries' public and learning spaces.
  • Assess user and instructor technology needs, pioneering the integration of cutting-edge hardware and software to enhance learning and teaching experiences.
• Champion User Experience and Accessibility:
  • Monitor the condition of publicly available hardware and classrooms, ensuring seamless technology experiences for all patrons.
  • Troubleshoot tech issues with agility and expertise, coordinating with Desktop Services to maintain a state-of-the-art learning environment.
• Cultivate Digital Literacy and Resource Navigation:
  • Educate individual users on how to navigate and harness the vast resources available online and in print, fostering a culture of lifelong learning.
• Facilitate Seamless Service Coordination:
  • Act as a liaison, seamlessly referring users to appropriate staff and service points, ensuring every patron's needs are met promptly and effectively.
• Drive Departmental Growth and Innovation:
  • Contribute to departmental initiatives and continuous improvement efforts, staying at the forefront of technological advancements and best practices.
  • Lead the charge in training staff at the reference desk and single service point on advanced technology support and troubleshooting techniques, empowering them to excel in their roles.
• Shape Digital Presence and Policy Advocacy:
  • Consult on changes and updates to the R&LS website, leveraging your expertise to enhance user accessibility and engagement.
  • Manage departmental communication channels and represent public services computing policy and printing issues in influential library and campus-wide committees, championing the needs of library users at every turn.
• Cultivate an Inclusive Environment:
  • Promote effective communication across differences, advocating against exclusion or inappropriate treatment while engaging and supporting others irrespective of background or perspective.
  • Prioritize work/life integration for yourself and colleagues, promoting cooperation, collaboration, openness, warmth, respect, compassion, and empathy in every interaction.

Success Factors

You are considered a competitive candidate if:

• You are intentional about inquiry.When you meet with patrons, you can address and ask questions to understand the immediate need so that the patron has made reasonable headway on their original request and then refer them to a librarian to explore more options and resources.
• You are enthusiastic about identifying and addressing technology pinch points and challenges encountered by our patrons because you thrive on understanding and anticipating technological challenges, and you readily take initiative to resolve them with efficiency and the user experience in mind.
• You take punctuality seriously.When you're covering the desks, our team and patrons depend on you to be there on time.
• Personalize patron support through active listening and tailored assistance, while fostering humility and authenticity by acknowledging limitations and embracing the human aspect of interactions, ensuring patrons feel comfortable and supported throughout the reference process.

Location and Hours

Reference Services are provided on-site at Olin and Uris libraries seven days a week, including four evenings until 10:00 PM.

During academic semesters, this position covers two weekend day shifts a month from 10 am to 6 pm, a weekday evening shift every week, with the remainder of shifts taking place during weekday hours between 9 am and 6 pm. During semester breaks and over the summer, this position covers two weekend day shifts a month from 10 am to 6 pm, with the remainder of shifts taking place during weekday hours between 9 am and 6 pm. Specific work schedules are based on department and team coverage needs.

What We Need

• A cover letter and resume outlining your interest and how your experience and goals align with the potential for mutual success in the role are required for consideration.
• Experience in and/or demonstrated commitment to supporting diversity, equity, access, inclusion, and wellbeing.
• Experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds.
• Bachelor's degree or other formal training program and up to two years of experience in a public information environment or equivalent combination.
• Excellent people skills and ability to translate technical jargon to non-experts and train on technology troubleshooting, including all library patrons; ability to work well with various public services staff and IT support personnel.
• Leadership qualities and ability to motivate student employees and develop morale.
• Ability to solve problems independently and in collaboration.

Rewards and Benefits

• Cornell receives national recognition as an award-winning workplace for our health, wellbeing, sustainability, and diversity initiatives.
• Our benefits programs include comprehensive health care options, generous retirement contributions, access to wellness programs, and employee discounts with local and national retail brands. We invite you to follow this link to get more information about our benefits: .
• Follow this link to learn more about the Total Rewards of Working at Cornell: .
• Our leave provisions include health and personal leave, three weeks of vacation and 13 holidays: Martin Luther King, Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving and the day after, and an end of the year winter break from December 25-January 1.
• Cornell's impressive educational benefits include tuition-free Extramural Study and Employee Degree Program, tuition aid for external education, and Cornell Children's Tuition Assistance Program.

No Visa Sponsorship is available for this position.

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Diversity and Inclusion are a part of Cornell University's heritage. We are a recognized employer and educator valuing AA/EEO, and we do not tolerate discrimination based on any protected characteristic, including race, ethnic or national origin, citizenship and immigration status, color, sex/gender, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual's genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.

Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty, and staff to all identities and backgrounds. We strongly encourage individuals from underrepresented and/or marginalized identities to apply.

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EEO Statement:

Diversity and Inclusion are a part of Cornell University's heritage. We are a recognized employer and educator valuing AA/EEO, and we do not tolerate discrimination based on any protected characteristic, including race, ethnic or national origin, citizenship and immigration status, color, sex/gender, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual's genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.

Cornell University embraces diversity and seeks candidates who will contribute to a climate that supports students, faculty, and staff to all identities and backgrounds. We encourage individuals from underrepresented and/or marginalized identities to apply.

EEO Statement: Diversity and Inclusion are a part of Cornell University’s heritage. We are a recognized employer and educator valuing AA/EEO, Protected Veterans and Individuals with Disabilities. Cornell University is an innovative Ivy League university and a great place to work. Our inclusive community of scholars, students, and staff impart an uncommon sense of larger purpose, and contribute creative ideas to further the university's mission of teaching, discovery, and engagement.

Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly