User Services Library Specialist

University of North Carolina at Wilmington; Wilmington (NC); On-site; USD 50,000 - 59,000; Full time

Benefits offered by this job

Tuition opportunities within UNCSystem

Flexible benefits package

Well-being programs

Job summary

University of North Carolina Wilmington (UNCW) is hiring a Library Specialist in User Services to support library system operations, patron accounts, and help desk services. The role requires handling account transactions, guiding users, and coordinating with campus departments to ensure smooth fulfillment workflows.

You will join a team focused on delivering high-quality customer service, training staff, and maintaining accurate records while assisting students, faculty, and the campus

Qualifications

• Graduation from a four-year college or university and one year of library/archives experience or equivalent combination.
• Strong focus on customer service and support in a library setting.
• Experience with library circulation, patron accounts, and research assistance.
• Familiarity with Alma Fulfillment workflows and related billing and payments processes.

Responsibilities

• Serve as the primary contact for user accounts, fines, replacements, payments, and related issues.
• Resolve complex user account and financial operations issues and advise staff.
• Coordinate with Student Accounts and other units for billing and reconciliation.
• Develop and update procedures and training materials for financial operations and Alma workflows.
• Provide frontline research assistance and help users access library resources.

Skills

Customer service

Teamwork

Communication tools

Library reference

Circulation services

Policy application

Training materials

Problem solving

Education

Bachelor's degree

Tools

Ex Libris Alma

ILS/Library systems

Job description

Benefits of Working at UNCW

At the University of North Carolina Wilmington, we are driven by a clear purpose: to empower student success, advance innovation, and strengthen the communities we serve. Guided by our strategic vision and commitment to excellence, UNCW offers a dynamic and collaborative environment where employees can make meaningful contributions while growing their careers. Located in coastal North Carolina, UNCW combines the energy of a thriving academic community with the natural beauty of nearby beaches and outdoor spaces. Here, professional opportunity is balanced with an exceptional quality of life—creating a workplace where you can thrive both personally and professionally. As a member of the Seahawk community, you’ll benefit from a culture that values well‑being, lifelong learning, and connection. UNCW offers a competitive and flexible benefits package designed to support your health, financial well‑being, and professional growth. From comprehensive health coverage and retirement options to generous paid leave, tuition opportunities within the UNC System, learning and development opportunities, and wellness programs, UNCW is committed to helping you thrive both at work and in your personal life.

Recruitment Range

Recruitment Range $49,900 – $58,700

Recruitment Range Details

The salary range advertised is the designated recruitment range for this classification. Final salary offers will be determined by the candidate’s education, relevant experience, internal equity alignment, and departmental budgetary parameters.

Vacancy Number

Vacancy Number S02939

Position Title

Position Title Library Specialist

Working Title

Working Title User Services Library Specialist

Competency Level

Journey

Home Department

UNCW Library - 30800

Primary Purpose of Organizational Unit

Academic Affairs is the central division for implementing the academic mission of the University of North Carolina Wilmington. Through effective academic policies, practices, and programs, it provides leadership for excellence in teaching, scholarship, and creative work as well as service to local, regional, and global communities. The UNCW Library supports the University’s mission through the provision of information resources, services, and programs relevant to the needs of its students, faculty and staff. It also serves as a rich cultural resource for the surrounding community and the region. To accomplish this mission, the library provides (1) diverse collections of informational resources in multiple formats and specialized technologies to enable the creation of new knowledge; (2) efficient access to those informational resources and technologies; (3) assistance and instruction in identifying, evaluating, and interpreting information; (4) safe and comfortable facility which stimulates intellectual curiosity and reflective thinking; and (5) programs that connect scholars and interested individuals with information and expertise to inspire lifelong learning.

Department Overview

The UNCW Library’s User Services & Outreach department oversees the development, evaluation, and implementation of innovative, user‑focused services for delivering academic and information resources to the University community and provides front‑line assistance and support at the Library Help Desk service point. The department is responsible for customer‑facing business and financial transactions related to the circulation and use of the library’s resources. The Outreach and Engagement section of the department provides library‑wide marketing, outreach, programming, and graphic design services.

University Information

The University of North Carolina Wilmington, the state’s coastal university, is dedicated to the integration of teaching, mentoring, research, and service. UNCW is distinguished by its commitment to putting students first, supporting world‑class faculty and staff, delivering transformative learning experiences, and leveraging its unique proximity to the ocean. Recognized nationally for scholarly excellence and affordability, UNCW offers a powerful academic experience that stimulates creative inquiry and critical thinking and reflects emerging industries and interdisciplinary innovation. A public institution with nearly 20,000 students, UNCW offers a full range of baccalaureate‑ and graduate‑level programs, as well as doctoral degrees in educational leadership, marine biology, nursing practice and psychology; and many distance learning options, including clinical research, an accelerated RN‑to‑BSN program, an Executive MBA program structured for working professionals, and the nation’s first bachelor’s degree program focused on coastal engineering. The university’s efforts to advance research and scholarly activities have earned UNCW the elevated designation of "Doctoral Universities: High Research Activity" institution (R2 University) by the Carnegie Classification of Institutions of Higher Education. Founded as Wilmington College in 1947, UNCW moved to its present location in the heart of New Hanover County in 1961. The 660‑acre campus is only minutes from Wrightsville Beach and historic downtown Wilmington and features Georgian architecture and designated conservation areas. Wilmington International Airport (ILM) provides commercial air service to cities both domestic and abroad and is just six miles from the UNCW campus. UNCW has been part of the University of North Carolina System since 1969.

Location of Workplace

Main UNCW Campus

Brief Summary of Work for this Position

The User Services Library Specialist supports library system (Alma) fulfillment/circulation operations and Library Help Desk services by serving as the primary point person for business operations, patron account management, and related financial business processes. They provide staff training, workflow documentation, and customer support to ensure efficient, accurate, and user‑centered library services. This position also provides research assistance, circulation services, and access to library resources for UNCW students, faculty, staff, and visitors. Working collaboratively with User Services staff, librarians, and student employees, this position supports high‑quality customer service at the Library Help Desk. Applicants are encouraged to think broadly about and communicate how their skills and experiences transfer to the qualifications in ways that may not be obvious. For answers to frequently asked questions about employment at UNCW Library, please see the FAQ for Prospective Employees.

Responsibilities

• Serve as the primary point of contact for user account business operations, including fines, fees, replacement charges, payments, debt adjustments, exit clearances, lost‑item processing, and related account issues.
• Independently resolves and communicates complex user account and financial operations issues, and advises other staff on how to resolve issues.
• Monitors the maintenance of accurate user account and financial records and serve as User Services’ liaison to TLLS Administration, Student Accounts, and other business units for billing, payment reconciliation, collections, and other patron account transactions.
• Support Alma Fulfillment operations through coordinating with Associate Director for User Services & Outreach on configuration maintenance, testing, troubleshooting, documentation, data cleanup, batch processing, workflow assessment, and implementation of service improvements.
• Create and update procedures, documentation, training materials, and job aids related to financial and business operations, patron account management, and Alma Fulfillment operations.
• In coordination with the Associate Director for User Services & Outreach, coordinate and deliver training for library staff and librarians on Library Help Desk services, patron account procedures, and Alma Fulfillment workflows.
• Assist users with circulation and access services functions, including borrowing, returns, holds, recalls, patron accounts, and independent resolution of circulation‑related issues.
• Provide frontline research and reference assistance at the Library Help Desk by conducting reference interviews and helping users discover, access, and use library resources, collections, catalogs, databases, web services, and discovery tools.
• Instruct users in basic research strategies, catalog searching, use of subject guides, and selection of appropriate information resources at the Library Help Desk; refer advanced research needs to liaison librarians and other campus resources as appropriate.
• Maintain knowledge of library collections, services, policies, and resource locations to effectively assist users with accessing materials and services.
• Participate in the supervision, training, and daily direction of student employees working in User Services in the absence of Student Supervisor.
• Maintain proficiency with library technologies and university‑supported communication and productivity tools.
• Stay current with trends, developments, and best practices in library services through professional development and required training.
• Collaborate with User Services staff, library staff/faculty, and university partners to support library operations, service improvements, committee work, and initiatives that advance the library’s mission.

Minimum Education and Experience Requirements

Graduation from a four‑year college or university and one year of experience in a library or archives and/or records management; or high school and five years’ experience in a library or archives and/or records management; or equivalent combination of training and experience.

Preferred education, professional skills and experience

• Demonstrated ability to provide excellent customer services to a diverse population
• Demonstrated ability to work reliability and effectively as part of a service team
• Demonstrated ability to use current communication and productivity tools and software programs
• Ability to provide basic library reference services, including locating books, articles, and other related assistance
• Ability to provide library circulation services, including interpreting patron records, item statuses
• Ability to interpret and apply specific knowledge to library wide and circulation policies and procedures and apply knowledge to making decisions about non‑routine matters or for unique situations
• Knowledge of Ex Libris Alma or other ILS systems
• Experience with developing training and training materials

Required Certifications or licensure

N/A

FTE

FTE 1.0 FTE (40 hours per week)

Months Per Year

12 Months

Work Days

Monday - Friday

Type of Position

Permanent

Position Number

7818

Job Posting Date

10/19/2026

Posting Close Date

11/09/2026

EEO Statement

UNCW does not discriminate against any employee or applicant for employment because of his or her race, sex (such as gender, gender identity, marital status, childbirth, and pregnancy), age, color, national origin (including ethnicity), religion, disability, sexual orientation, political affiliation, veteran status, military service member status, genetic information, or relationship to other university constituents – except where sex, age, or ability represent bona fide educational or occupational qualifications or where marital status is a statutorily established eligibility criterion for State funded employee benefit programs.

Eligibility for Employment

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. UNC Wilmington participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

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