DATE ENTERED: May 22, 2019
POSITION: User Support Specialist
LOCATION: University of Richmond, VA
APPLY BY: Application review will begin on May 24, 2019.

User Support Specialist - 500485  

The User Support Specialist supports the library’s mission by recognizing library users’ information and study space needs and proactively delivering effective services to address their needs. This position ensures that students, staff, faculty and community members receive user-centered, high quality service including first tier information and research assistance; circulation services; course reserve management; and scholarship repository processing.

***For best consideration, applicants must complete the online application and attach a resume and cover letter. Application review will begin on May 24, 2019.***

People and Service Responsibilities

  • Performs daily operations of the department including on-time facility opening and closing, information and assistance services, material and equipment lending, course reserves, scholarly repository processing, cash handling, course reserves, billing and accounts, and materials ordering. Coordinates document delivery services to ensure requests are handled within established processing guidelines and deadlines.
  • Provides circulation services, financial transaction processing, and user account updates. Delivers clear, timely, and accurate responses to inquiries regarding library operations, programs, policies, procedures and services.
  • Responds to first tier information and research questions and refers more complex questions or problems to librarians or supervisors. Provides basic copyright information to users.
  • Investigates issues related to overdue, lost, or missing items and library user circulation records. Negotiates lost material options and fees with library users and waives charges, if appropriate, using established guidelines and procedures.
  • Instructs and demonstrates the proper use of equipment, audiovisual resources and computers to library users.
  • Promotes a library environment that facilitates research and learning.
  • Troubleshoots problems with library equipment, including audiovisual equipment, and computers and notifies the appropriate personnel of actions taken or repairs needed.
  • Informs the Access and User Services Manager of problems related to the daily operation of the Information & Assistance Desk.
  • Coaches and mentors designated student staff through continuous technical training and reinforcement of library policies and expectations.

Library Support Services

  • Exercises daily and monthly reconciliations of all cash receipts and financial transactions and complies with University cash handling and financial reporting protocols. Generates daily cash deposits. Performs daily and monthly reconciliation of OneCard transactions and Pcounter receipts.
  • Demonstrates accurate cash and OneCard transaction handling in Voyager (ILS), aero machine, and cash register. Participates in cash control through weekly verification of cash on hand.
  • Compiles monthly reports for fines/ fees and lost materials and coordinates student billing for all University Library service points. Posts fines/fees into BannerWeb and Voyager. Maintains ongoing communication with the Bursar’s Office regarding student billing issues or holds.
  • Checks the library records of departing faculty and staff and reports results to the Human Resources Data Specialist to secure return of library materials. Initiates contact with faculty and staff regarding return of library materials, when necessary.
  • Coordinates all activities associated with the creation and availability of print, electronic and media reserve materials at faculty request. Works closely with Discovery, Technology, and Publishing to ensure quality scans are available by the date requested. Maintains ongoing communication with faculty and staff regarding course reserve processes and copyright policies. Initiates and follows through on communications with Copyright Clearance Center to minimize University liability for copyright infringement.
  • Researches and retrieves faculty publication materials to be encoded and uploaded to the UR Scholarship Repository. Creates metadata and coordinates scanning of materials. Ensures scan quality before uploading items into the repository. Reconciles issues with descriptive data and generates abstracts as required.
  • Submits book orders through the GOBI online book ordering.
  • Verifies the status of items designated as lost/missing and distributes information to Head, Research and Instruction for additional review.
  • Performs Floor Monitor duties in accordance with Library and University Emergency Response Procedures for live events and drills.
  • Maintains media collection, including weeding , cleaning, repairs, off-site storage decisions, and other collection management tasks as assigned.

Communication & Public Relations Services

  • Works closely with the Head of Scholarly Communications and the Library’s Public Relations team on event planning. Serves as a member of the Public Relations Team.
  • Participates actively in the University of Richmond culture and community. Positively represents the library in all interactions.


  • Ability to respond to complex problems, issues and situations that require the use of knowledge of existing processes/ procedures/precedents, sound judgment, creativity, resourcefulness, adaptability and flexibility.
  • Excellent administrative, written, and verbal communication skills, and the ability to deal tactfully and diplomatically with others.
  • Wise judgment dealing with sensitive and confidential matters.
  • Evidence of working creatively and collaboratively in promoting teamwork, diversity, equality, and inclusiveness.
  • Ability to establish effective relationships and interaction with key/important contacts.
  • Proven ability to prioritize multiple tasks and meet deadlines.
  • Flexibility to handle multiple priorities, sometimes simultaneously, under deadlines.
  • Accuracy in detail and strong organizational skills.
  • Proven ability to work with a wide range of constituencies in a diverse community.
  • Knowledge of academic libraries, library integrated systems, and the Library of Congress Classification System.
  • Strong knowledge of basic computer hardware/software troubleshooting.
  • Strong knowledge of and ability to work with MS Office, Macintosh, open source, other general software packages and standard internet applications.
  • Familiarity with audiovisual media formats and streaming services.
  • Ability to provide training and supervision as assigned.
  • Project management skills and problem resolution skills.


  • Bachelor’s degree (B. A. or B.S.) from a four-year college or university.
  • Two to three years of related library, non-profit, or customer service experience.
  • Some project management/process improvement experience desired.
  • Prior supervisory or team leadership experience desired.
  • One to two years cash handling in retail or non-profit environment.

Work Hours

  • Full-time, non-exempt position
  • Hours are variable Sunday - Saturday 6:30 a.m. - 10:00 p.m.; 38.75 hrs./week

Pay Grade 4 (Hiring Range $15.46 to $20.49 per hour)

Located minutes from downtown Richmond, Virginia, the University of Richmond ( blends the intimacy of a small college with exceptional academic, research, and cultural opportunities usually found only at large institutions. Richmond offers a unique combination of undergraduate and graduate programs. Our School of Arts & Sciences anchors Richmond as a nationally ranked liberal arts university. A ranked business school, the nation’s first school of leadership studies, a highly respected law school, a nationally recognized international education program and the community-focused School of Professional and Continuing Studies build on that strong foundation and make this university something unique.

UR is committed to developing a diverse faculty, staff and student body, and to modeling an inclusive campus community which values the expression of differences in ways that promote excellence in teaching, learning, personal development and institutional success. In keeping with this commitment, our academic community welcomes candidates from diverse backgrounds and candidates who support diversity. EOE