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Office of Human Resources

East Tennessee State University

Title Code: 5032 

Occ. Group:  

Customer Support Specialist

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;
of people and thought is respected;
is achieved through teamwork, leadership, creativity, and a strong work ethic;
is achieved through wise use of human and financial resources; and COMMITMENT to intellectual achievement is embraced.


Employees in this class are under general supervision. Work performed in providing support to users in various academic or administrative departments by assessing, training and assisting with the utilization, application and integration of hardware and software solutions, and performing other related duties as assigned.

Characteristic Duties and Responsibilities

Assists users in assigned campus area.

Assesses, trains and assists with the utilization, application and integration of hardware and software solutions.

Revises help desk ticket documentation.

Trains end users or technical support staff on how to apply instructional or administrative software.

Trains end users or technical support staff to use and support hardware and software

Performs software and hardware installation.

Participates in the development of professional standards and guidelines for program and job documentation.

Consults with users to gather information about technology needs.

Performs other related duties as assigned.

Required Knowledge and Abilities

Knowledge of all computer operations system hardware, and related equipment.

Knowledge of Microsoft Windows Operating Systems.

Knowledge of workstation configuration and troubleshooting.

Knowledge of TCP/IP.

Knowledge of data control, data conversion, and help desk functions.

Ability to solve technical hardware/software problems.

Ability to effectively present information and respond to questions from groups.

Ability to listen and comprehend effectively.

Ability to handle multiple tasks and priorities.

Ability to communicate effectively.

Ability to work independently.

Recommended Qualifications

Applicants possessing these qualifications have a good probability for success in this class. However, applicants not possessing these qualifications should apply if they believe their training and experience will enable them to perform the work successfully. Associate’s degree required; bachelor’s degree preferred in computer science or related field. 

  Date     Skill                Eval        
8/29/05     11          834132331

The intent of this job description is to provide a representative summary of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the specific duties and responsibilities of any particular position. 

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