User Services Library Specialist

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

Job summary

The University of North Carolina Wilmington invites applications for a full-time, permanent User Services Library Specialist. This role supports Alma Fulfillment and Library Help Desk services, serving as the primary contact for patron accounts, fines, payments and related financial operations, and providing frontline research assistance to UNCW students, faculty, staff, and visitors.

Working with User Services staff and librarians, the specialist will train staff, develop procedures and

Qualifications

• Must have at least a four-year college degree and one year library/archives experience, or equivalent.
• Strong customer service and ability to work as part of a service team.
• Experience with library databases, catalogs, and research services.
• Ability to interpret and apply library policies and patron records.
• Experience developing training materials is preferred.

Responsibilities

• Serve as primary contact for user account operations, fines, payments, and related issues.
• Provide frontline research and reference assistance at the Library Help Desk.
• Support Alma Fulfillment operations through configuration, testing, and workflow improvements.
• Train staff and student employees on Library Help Desk procedures.
• Maintain up-to-date knowledge of library resources and services.
• Collaborate with staff and campus partners on library initiatives.

Skills

Customer service

Teamwork

Communication skills

Problem solving

Training development

Research assistance

Education

Bachelor's degree in library science/information science or related field

High school diploma with 5+ years library/archives experience

Equivalent combination of training and experience

Tools

Ex Libris Alma

Library ILS systems

Training material creation tools

Job description

The University of North Carolina Wilmington invites applications for a full-time, permanent User Services Library Specialist position. This role is part of the Library’s User Services & Outreach department and is scheduled to begin upon appointment.

Position Overview

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. The person in this position will:

• 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.

Recruitment Range

Salary range: $49,900 - $58,700. 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.

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

Job Details

• Type of Position: Permanent
• FTE: 1.0 FTE (40 hours per week)
• Months per year: 12 Months
• Work Days: Monday - Friday
• Work Hours: 7:30 am - 4:30 pm
• Location of Workplace: Main UNCW Campus
• Job Posting Date: 10/19/2026
• Posting Close Date: 11/09/2026
• Number of Openings: Single Incumbent

Special Notes

PLEASE NOTE: This posting will close at 11:59PM (Eastern time) on the posted closing date. To receive full consideration, please be sure you have fully completed the entire application, including the 'Work History' section before you apply for this position. Applications must be submitted through the online application system to be considered. This position is being recruited at the Journey level. If no applicants apply who meet the required competency and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

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. UNW 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.

External Link to Posting

https://jobs.uncw.edu/postings/41164