Reference Technician – Capella Education Company

This role provides and promotes effective delivery of virtual reference services that facilitate student development and achievement of learning outcomes. This position is highly customer focused, and is often the first point of contact with the library staff. This position reports to the Supervisor – Reference Services and works cooperatively with other library staff to support library services for both Reference Services and Access Services.

Primary Responsibilities:
•Provide reference and research services for learners, faculty and staff, and assist users in developing effective skills, competencies, and strategies using library databases and other online resources.
• Assist learners, faculty, and staff in using library resources and services, including instructional and technical assistance in established modes; phone, email, chat, etc.
• Focus in on all questions categorized as “Ready Reference”.
• Assess the nature of reference queries to determine desired information need. Refer extended or complex queries to appropriate staff.
• Develop proficiency in navigating library research tools and collections.
• Demonstrate initiative in promoting and maintaining learner-and-customer focused services and culture.
• Promote library services and instruction.
• Troubleshoot technical library problems with learners and work towards immediate resolution or accurate escalation.
• Complete Interlibrary Loan requests with focus on speed and accuracy of delivery to maintain or improve current SLA’s.
• Update and maintain library instruction resources, team training materials and operational job aids. This includes library guides, FAQ’s, internal tracking lists on SharePoint, etc.
• Track and record technical issues, LibGuide issues, and problem assignments.
• May include daily tasks and duties under the functional area of Access Services. May participate in Access Services team, initiatives and projects.
• Attend and participate in team meetings and serve as needed on project teams.
• Attend and participate in team trainings and personal development opportunities. Remain current on technologies or trends that enhance teaching and learning.
• Create annual goals and provide feedback on your performance.
• Other duties and projects as assigned.

• Bachelor’s degree or equivalent; current enrollment in an MLIS program is preferable.
• 1 to 2 years of library experience preferred. Experience in a library or educational setting preferable.
• Proficiency in the Microsoft Office Suite, including Word, Excel and Outlook.
• Ability to explain, show, and instruct on a broad range of questions, subjects, and topics.
• Ability to work effectively both independently and as a team member with diverse faculty, staff and learners in a dynamic, rapidly changing environment.
• Ability to spend majority of time interacting with people via phone and computer.
• Strong organizational and analytical skills, commitment to accuracy and attention to detail.
• Demonstrated ability using computer applications.
• Regular schedule is Mon/Tues/Thurs/Friday from 8 am to 5 pm; Wed from 11 am to 8 pm. Additional evening or weekend hours may be required at times and schedule is subject to change related to business requirements.
• Must be able to spend significant time working at a computer and on the phone using a headset.
• Position may require work above and beyond 40 hours per week during peak periods.

Capella University
Capella Tower
225 S. 6th St., 9th Floor
Minneapolis, MN 55402

This is an on-site position located at Capella’s downtown Minneapolis headquarters. It requires the ability to work in downtown Minneapolis and in a high-rise corporate office setting. Typical of a corporate office setting, Capella’s office space:
• is designed with an open work space setting and common fluorescent lighting
• includes frequent co-worker interaction and corresponding noise levels
• is subject to inside environmental conditions

Sedentary work:
• this role is mainly a sedentary role with frequent sitting and occasional walking and/or standing.
• this role involves frequent usage of a telephone, PC and standard monitors.
• this role has minimal lifting requirements, may require exerting up to 10 pounds of force occasionally and/or a negligible amount of force to lift, carry, push, pull or otherwise move objects

Requires minimal (0–10 percent) business travel:
• may occasionally require travel to on-site Capella events such as Commencement or off-site Capella University leadership meetings as requested and based on business needs. All travel must be pre-approved and arrangements made according to Capella’s policies/procedures.

• the University’s general office hours are Monday through Friday from 8 a.m. to 5 p.m. CST. Work hours and starting times may vary depending on the job and the business needs. Some positions will have a specified starting time, and may be earlier or later, depending upon business requirements.
the normally scheduled workweek for all full-time employees consists of 40-45 hours.

About Capella
Capella University is an online university built on graduate degrees, with more than 35,000 students throughout the U.S. and in other countries. Founded in 1993 to provide advanced educational opportunities for working professionals, Capella has become a national leader in online education, offering bachelor’s, master’s, and doctoral programs. The university’s success is built upon a culture that promotes human potential, achievement, innovation, integrity, collaboration, and teamwork. Capella Education Company (CPLA), parent company of Capella University, is publicly traded on the NASDAQ. Capella Education Company was named to the Inc. 500 Hall of Fame for being listed as one of the nation’s fastest-growing companies for 7 consecutive years. Capella University is accredited by The Higher Learning Commission. The Higher Learning Commission is among the 6 regional accrediting bodies recognized by the U.S. Department of Education. Regional bodies accredit colleges and universities; national bodies accredit trade and vocational schools.

Higher Learning Commission contact information:, 800.621.7440

Equal Employment Opportunity
Capella is committed to the development of a multicultural environment. We seek greater diversity in our faculty and staff to broaden our academic experience and to reflect the diversity within our learner community. We value the input of multiple viewpoints and perspectives across the university and our corporate offices. Our goal is to create academic and business communities that are rich with cultural, social and intellectual diversity. Capella is an Equal Opportunity/Affirmative Action/Disabled and Protected Veteran employer. Visit the link below to access the EEO is the Law poster.

Original posting / application information