Public Services Assistant, Technology Support

Mount Royal University - Calgary, AB (30+ days ago)

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About MRU
Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. Mount Royal has carved out a distinct niche by offering smaller class sizes, a robust liberal education and unique undergraduate programs. Currently, nearly 14,000 credit students choose from 12 bachelor degrees and 33 majors.

Mount Royal University is located in the traditional territories of the Niitsitapi (Blackfoot) and the people of the Treaty 7 region in southern Alberta, which includes the Siksika, the Piikani, the Kainai, the Tsuut'ina and the Iyarhe Nakoda. We are situated on land where the Bow River meets the Elbow River. The traditional Blackfoot name of this place is "Mohkinstsis," which we now call the city of Calgary. The city of Calgary is also home to the Métis Nation.

About the Library
Mount Royal University’s Library plays an integral role in ensuring the University meets its mission to provide an exceptional undergraduate educational experience. The Library team (appx 56) is comprised of some 33 FTE staff and 15 FTE faculty librarians. We provide an extensive information literacy program to meet the needs of our students. The Library supports innovative teaching, learning and research, including student undergraduate research, with a full range of on-site and virtual services and resources. The growing collection comprises 535,000 monographs and over 81,000 serial titles in digital and print formats. The Library supports approximately 12,000 students and approximately 2,500 faculty and staff.

Mount Royal University’s new Riddell Library and Learning Centre, home of the Library, contains state-of-the-art specialized instructional labs and technology-enriched learning spaces, expanded physical collection areas and an enhanced technology infrastructure to ensure ongoing support of growing digital and specialized data collections. The services and facilities of the Library provides an exceptional undergraduate teaching, learning and research experience for MRU students, faculty and staff. It is the intellectual heart of our campus and a resource that will continue to engage our community and beyond.

About the Role
The Public Services Assistant Technology Support will teach, train and assist Library users (students, staff, faculty, and community members) with Library technologies and a range of research-related tasks, skills, and knowledge in support of their academic work and their information needs. Responsibilities include providing one-to-one instruction, assisting and teaching users how to access and use information in physical and online environments, and teaching and assisting users with a range of equipment, and learning technologies.

Acting as the first point of contact for Library employees when technical issues arise with a range of Library technology, the Technology Assistant supports and enables innovations in Library teaching, learning and creation technology through training and deployment / implementation support. The position is responsible for providing troubleshooting and technical support as well as instruction and training to Library users and Library staff on the use of Library-specific technology. The position requires a user-centered public service focus with a high degree of creativity, problem-solving, and self-motivation. Expertise with teaching, learning technologies including, software and equipment as well as excellent training, teamwork and interpersonal skills. The incumbent works with colleagues across Library units, with MRU ITS, and other departments or areas as needed to resolve technical problems specifically related to Library technology, to assess issues and user needs and to make recommendations around Library technology.

Normal days of work are Tuesday in Fall and Winter Semesters are Tuesday– Saturday; hours may vary.


Provide Public Services to Library users:
Perform reference interviews to respond to, identify, assess, and clarify information needs of Library users.
Provide one-to-one instruction and assistance to Library users, in both virtual and physical environments, to assist them in meeting their information needs.
Maintain expertise in a range of information resources, databases, subject areas, and in searching and evaluation skills.
Provide referrals to other University services, staff or faculty as appropriate.
Assist users with current and emerging Library learning technologies and equipment (including computers, media equipment, printers, audio production equipment and software; and the technologies available in the Library’s Maker Studio, and visualization and immersive spaces).
Work as part of a team to provide Library users with timely information and referrals.
Process materials and equipment, including course reserves materials, to make items available to Library users.
Ensure accurate inventory of materials and equipment.
Perform regular testing and maintenance of Library technologies and equipment.

Library Technology Support:
Facilitate use of Library-specific technology, for teaching, learning and scholarship by offering training sessions, project consultations, classroom visits and workshops.
Develop user support materials related to the use of Library-specific technology.
Support outreach, engagement and information on available equipment, space and support resources for Library-specific technology, including description of available materials.
Support library staff by providing individual and classroom training on audiovisual production equipment and spaces.
Provide Library-specific technology training and support for onsite events and programs.
Provide on-demand technology support and technical troubleshooting of Library-specific technology
Responsible for regular assessment, verification, identification and reporting of damaged technology in Library group spaces for repair or replacement.
Support Library initiatives by recommending best use of available technology resources and tracking technology use patterns.
Provide technical support with Library initiatives and evaluation of existing programs.
When technical issues arise with Library-specific technology, work with MRU ITS, and other departments, areas or vendors as needed to resolve technical problems or recommend solutions.
Responsible for basic maintenance, regular inventory and recommendations for repairs / replacement / changes to library technology in group study, teaching, learning and creation spaces.
Run and create customized reports related to Library-specific technology and equipment as requested.
Participate in ongoing library assessment and quality-assurance initiatives, projects, and teams as assigned.

A Bachelor’s degree complemented by experience and expertise in providing troubleshooting, support and training in Library-specific technologies for teaching, learning and creation.
Library Information Technician diploma and experience working directly with users in an academic environment are valuable assets.
Minimum 2 years of experience in a library and 3 to 5 years in technology support and training with both colleagues and clients is required.
Experience with a broad range of innovative Library-specific teaching, learning and creation technologies including immersive and XR is required.
Creativity, ability to solve problems in a self-directed manner while supporting, training and instructing library users and staff colleagues with a wide range of skills and literacies is crucial to success in this role.
Experience working in academic libraries would be a strong asset.
Demonstrated commitment to excellence in public services and an ability to function in a team environment is crucial.

What We Offer
Talented and committed employees are the driving force behind student success. We strive to be an employer of choice among Canadian post-secondary institutions.

At Mount Royal University, we recognize that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person, and harnesses the strength that is available in our diversity, creating a rich and inclusive workplace.

Investing in the learning and development of our employees benefits the individual and the University. A variety of services, resources and programs encourage a healthy, productive workplace. Mount Royal University offers a competitive total compensation package including health and dental benefits, pension, health and personal spending accounts, paid vacation, Christmas leave, personal days and a free membership in our fully equipped recreation centre.

Our campus offers the convenience of a full medical clinic, dentist and pharmacy, as well as a variety of wellness services such as physiotherapists and massage therapists. Campus Recreation offers many activities, including personal training, fitness classes, climbing, aquatics, sports, tournaments and certifications for students, employees and the public.

Salary: $2,269.71 Semi-monthly

Closing Date: October 21, 2019

A cover letter and resume should be submitted in one .pdf formatted document. Please title your .pdf document as follows: [Job Title], [Requisition Number].pdf (ex. Coordinator, 999999.pdf).

Salary Grade:
We thank all applicants for their interest. Only applicants selected for an interview will be contacted. After the close date, you can check on the status of your application through your Career Centre. New career opportunities arise frequently and are posted as they become available. Please check back often to view our latest postings on our Career Opportunities page. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Mount Royal University hires on the basis of merit and is strongly committed to fostering diversity as a source of excellence, intellectual and cultural enrichment, and social strength. We welcome applications from those who would contribute to the further diversification of our staff, faculty and their scholarship including but not limited to Indigenous Peoples, women, persons with disabilities and persons of any sexual or gender identity, ethnic, national or socio-economic background, religion or age.