Job Title: Systems Support Coordinator
Classification: C3
Department: Library Access Support Services
Updated: March 2025

Job Summary

The responsibilities of this position include working in our user-centered desk environment, opening and/or closing the library, and executing emergency and evacuation processes as needed. Additional responsibilities include working directly with Systems and Discovery on cataloging and metadata projects. This position is a part of the Library Access Support Services department, which is responsible for supporting a set of behind the scenes and public-facing functions virtually and on our Allendale, Health, and Grand Rapids, Michigan campuses. This is a designated essential staff position in support of library operations and will be called upon to work onsite at times even when the University changes operating status due to inclement weather or otherwise. Ability to work evenings and weekends; flexibility to work a variety of shifts; and significant functional independence are required.

Essential Functions

• Work regular shifts at the service point, monitoring in-person and virtual activity. This includes the frontline and behind-the-scenes services provided by student colleagues.
• Deliver high quality inclusive and accessible customer service while assisting users with a wide range of transactions and inquiries, in-person and virtually, including reference assistance requiring knowledge of the library’s services, holdings, website, and online databases.
• Identify and respond to security and safety issues that arise, implementing emergency procedures, handling of library user complaints, and at times working with Grand Valley Police Department and facilities to ensure that the library environment is safe and conducive to learning.
• Open or securely close the library in line with standard procedure.
• Demonstrate flexibility, openness and receptivity to new ideas and approaches.
• Demonstrate innovation, creativity, and informed risk-taking.
• Collaborate broadly and engage in department and libraries' initiatives and projects.
• Provide support for events, tours, and other programming hosted in the libraries.
• Roam the library to collect data, on an ongoing basis and for special projects. Roaming activities can include answering questions; identifying, reporting, or addressing facilities issues; and assisting with security-related issues.
• Participate in re-zoning of furniture in spaces throughout the Library.
• Align with and uphold University Competencies, University Libraries values in action, and user privacy.
• Demonstrate the intercultural understanding and awareness required to work in a diverse workplace and serve a diverse population.
• Actively contribute to the Libraries’ Inclusion, Diversity, Equity, and Accessibility commitment.
• Help foster a healthy work environment for library and student colleagues by working individually, collaboratively, and collectively towards achieving individual, departmental, and library goals.
• May direct student colleagues work on a project-by-project basis.
• Perform other duties as required/assigned.

As a member of the SaDs support team:

• Performs copy cataloging of all formats of library materials to facilitate their identification, access, and use.
• Edits instance, holdings, and item records in alignment with directions provided by the Cataloging and Metadata Librarian.
• Follows set procedures to process (label, cover, barcode, etc.) physical materials.
• Runs standard reports to identify issues with instance, holdings, item, and authority records and uses GVSU standards to resolve identified issues.
• Assists with cataloging and metadata projects as appropriate.

Serving as mailroom operations secondary: 

• Oversees daily operations of the Mary Idema Pew Library Mailroom; facilitating the delivery and pick-up of mail for/from six different departments housed within the Mary Idema Pew Library. 
• Facilitates disposal of general discards.
• Serves as the secondary contact for RIDES; overseeing the receiving of and packaging of outgoing materials for interlibrary loan and MeL services. 
• Serves as secondary for off campus mail.

Serving as department secondary for patron accounts:

• Receives and processes routine updates such as death notices, departed accounts, retired accounts, alumni/community accounts, and preceptor accounts.
• Monitors the patron accounts email and responds to frequent questions and other inquiries.
• Communicates with the colleagues in other departments to determine next steps when processing claims returned and lost items.
• Runs overdue user records, monitoring reports for outstanding overdue items, updating records in FOLIO, and communicating with student billing to encumber accounts as needed.

Non-Essential Functions

• Participating in User Experience research initiatives aimed at better understanding and improving user experience.
• Participating in the promotion of library services.
• Demonstrating knowledge of design features and building facts by leading building tours.
• Supporting building and campus partners associated with University Libraries.

Required Qualifications

• High school graduate or equivalent.
• Minimum of three years of relevant work experience.
• Ability to anticipate and quickly adapt to any potential problems arising in the library.
• Demonstrated experience to successfully work under pressure and meet deadlines.
• Demonstrated experience to successfully maintain positive intercultural and interpersonal relationships.
• Demonstrated experience to successfully operate office equipment.
• Demonstrated experience to successfully provide quality customer service.
• Demonstrated experience to successfully maintain satisfactory work performance and attendance records.
• Possess strong verbal and written communication skills.
• Typing and spelling competency.
• Demonstrated experience working with databases.
• Demonstrated experience to successfully use a variety of computer software applications.
• Demonstrated experience to successfully work independently, organize own work and coordinate work activities of others.
• Excellent grammar and proofreading skills.

Preferred Qualifications

• Demonstrated the intercultural understanding and awareness required to work in a diverse workplace and serve a diverse population to contribute to a healthy, inclusive working and learning environment.
• Demonstrated commitment to inclusion, diversity, equity, and accessibility.
• Project management experience or experience supporting projects as a member of a team.

Supervision Received

Receives general instruction from a designated supervisor but is generally expected to work independently.

Supervision Exercised

Hire, train, supervise, schedule and coordinate the work of student employees and may act as lead worker to other PSS staff members within the department/unit/division.

Physical Demands

• To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.

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