Responsibilities include providing Virtual Reference assistance in a timely and courteous manner. FSU’s Virtual Reference includes answering questions about library policy, finding relevant resources on a variety of topics, assisting with citation management, troubleshooting library resources and technology, and assisting with directional and campus-related inquiries.

Additionally, Reference Associates will physically staff the Research Help Now desk, conducting reference interviews, and providing library patrons with a point of need information services. This position will also assist with research aimed at improving training and staffing models for reference and virtual reference, and will provide some of the training both in-person and online. Customer service experience, time management skills, and the ability to multi-task are a must; experience working in a library or teaching is preferred.

Ability to multitask in a busy environment.

Ability to learn new skills quickly and efficiently.

Experience providing online technology help.

Experience working in a library or a comparable academic setting.

Experience in supporting transitioning workflows.

Experience training and supervising employees.

Experience in troubleshooting technology issues and using critical thinking to solve complex problems.