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Help & Information Coordinator, IDEAS, Northeastern University, Boston, MA

Title: IDEAS - Help & Information Coordinator

Job Type: Full Time

Job post:



Job Description:

The Information Delivery & Access Services Department supports Northeastern University by cultivating a welcoming environment that supports teaching, learning, and research. IDEAS Associates provide high-quality customer service focused on helping library users navigate and access Northeastern's physical and digital library resources and services.


Under the supervision of the Access Services Librarian, the Help & Information Desk Coordinator provides direct service at the Help & Information Desk and hires, schedules, and supervises student employees working at the Help and Information Desk. The Help & Information Desk Coordinator develops and maintains documentation for training and workflows, and contributes to the circulation, access and privileges, reserves, resource sharing, and collections maintenance operations of the department. The Help & Information Desk Coordinator is responsible for opening the library on weekdays and on occasional holidays. This is a full-time 35 hours per week position.


Associate's Degree and at least 2 years of library or relevant customer service experience is required. Previous supervisory experience strongly preferred. Creative, service-oriented problem solver. Excellent interpersonal communication skills. Must be able to work collaboratively with a large and diverse population of Northeastern faculty, staff, and students. Must demonstrate the ability to make decisions using sound judgment. Must foster and maintain a very high standard of excellent customer service.


The successful candidate will need to demonstrate knowledge of the library's extensive collection of electronic and physical resources, its spaces, and services, in order to assist users in getting started with their research. IDEAS Staff must be aware of all library policies and procedures in order to answer users' questions, resolve any problems, or make referrals to library subject experts as appropriate. IDEAS Staff must be culturally competent and skilled at interacting with a large international student population and be comfortable providing accommodations for library users who may have a disability.

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