Working collaboratively with the Service Desk Student Supervisor, assists with the coordination of student workers providing support for assignments and training. Resolves issues related to missing, damaged, and overdue items to maintain positive relationships with our patrons and other libraries. Inventories supplies, equipment, and works with other library staff to submit order requests. Assist library staff & patrons with routine and non-routine questions and assess when to refer non-routine questions to the appropriate colleague. Support a wide range of services with standardized workflow procedures and steps. Resolve issues based on knowledge and experience. Assist in the development of new workflows and/or enhancement of workflows. Participate in collaborative department projects, lend expertise, and complete assigned tasks. Review and recommend workflow or service improvements based on relevant statistics. Maintain and improve documentation. Undertake special projects and tasks as assigned. Other duties as assigned. High school diploma or graduation equivalent. Three years of related experience. Additional education may substitute for required experience to the extent permitted by the JHU equivalency formula. Experience with the following software/applications: Alma, Canvas, OCLC Worldshare, ILLiad, ReShare. Analytical Skills-Intermediate Coaching and Mentoring- Intermediate Information Resource Proficiency- Intermediate Library Expertise- Intermediate Problem Solving- Intermediate Process Improvement- Intermediate Research Assistance- Intermediate Workflow Management- Intermediate Personnel area: Libraries