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Index/Position No.:                             50300/110730                                     Level 14

Position Title:                                      Manager of User Services

Department:                                        Office of Information Technology

Expectations for All Employees

East Tennessee State University pursues its mission based upon core values.  An employee's job performance must support and exhibit the university's core values:

PEOPLE come first, are treated with dignity and respect, and are encouraged to achieve their full potential;

RELATIONSHIPS are built on honesty, integrity and trust;

DIVERSITY of people and thought is respected;

EXCELLENCE is achieved through teamwork, leadership, creativity, and a strong work ethic;

EFFICIENCY is achieved through wise use of human and financial resources; and

COMMITMENT to intellectual achievement is embraced.

Function of Position

Responsible to the Associate Vice President and Chief Information Officer for the management and administration of the User Services group within the Office of Information Technology; serving on the University PC Standards Committee; maintaining the website; and conducting research and evaluation to present to the committee.  The position also must maintain the contractual agreements between ETSU/TBR and Adobe, Inc. and Microsoft; ensure compliance for installation of licensed software; maintain the media, license keys and all associated information distributed to campus via a third party or directly via ETSU methods.  Twice per year, the position is responsible for researching, purchasing, scheduling and installation of new computers across campus.  The position must also work closely with the Inventory Supervisor and PASTA director to maintain accurate and current assets inventory.

Essential Functions

-        Maintains responsibility for the daily operations, scheduling, functioning and management of User Services.

-        Assists in imaging laptops/desktops and other Help Desk tickets as available.

-        Organizes Computer Replacement Initiative and New Faculty Installs projects.

-        Performs assets inventory and related duties.

-        Maintains records and compliance of Microsoft and Adobe, Inc. contracts.

Secondary Functions

-        Serves on PC Standards Committee and performs all associated duties.

-        Performs forensic analysis, drive copying and securing.

-        Assists with special projects.

-       Performs other related duties as assigned.

Knowledge and Abilities

-        Knowledge of Microsoft operating systems and applications.

-        Ability to troubleshoot and facilitate solutions in a creative manner.

-        Ability to communicate complex computer problems to users in an understandable manner.

-        Ability to apply unique problem-solving skills.

-        Knowledge of policy interpretation, analysis and creation, administrative and managerial skills.

Supervision Given and Received

Performs under general supervision.  Plans and arranges own work which is directed toward an established objective.  Supervises administrative and classified employees.

Minimum Qualifications

Master's degree in Computer Science or Business; 5 years experience.

June 2007