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Customer Support Specialist

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Classification Details

Classification Information

Classification Title Customer Support Specialist
Classification Code 50320
FLSA Non-Exempt

Position Details

Position Information

Position Title Customer Support Specialist
Position Number 134650
Pay Grade 11
Department Library Administration - 26000
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.

Job Summary
Knowledge, Skills and Abilities
  • Knowledge of university and library organization, key personnel, policies and procedures.
  • Knowledge and ability to use Microsoft Office applications, both desktop and cloud based versions.
  • Knowledge of current Windows operating systems.
  • Knowledge of Android and Apple mobile devices, including installing apps and configuring apps, network connections, and Web browser settings.
  • Ability to use audiovisual equipment for instruction/presentation.
  • Ability to demonstrate strong communication and listening skills; ability to interact effectively with diverse groups of people.
  • Ability to devise and use effective strategies to gather information and solve problems; researching and reasoning skills.
  • Ability to pay attention to detail.
  • Ability to organize, prioritize, and manage multiple tasks in a dynamic environment.
  • Ability to work independently with minimal supervision.
  • Ability and willingness to learn new tools, techniques, and systems.
Required Qualifications

Bachelor’s degree and at least one year of job-related experience in an academic setting required.

Preferred Qualifications
Physical Demands
Supervision Given and Received

Performs under general supervision. Determines own methods for performing assigned work.

Version Date June 2017

Job Duties

These are the job duties required of the position.

Description of Job Duty
  • Serves as primary contact and liaison for use of Sherrod Library, room 309.
  • Schedules and manages support for room use, interpreting and implementing policy.
  • Maintains room 309 scheduling calendar.
  • Selects and coordinates hiring and training of graduate assistants (GAs) to provide room setup and technical support for room users; schedules and supervises these GAs.
  • Coordinates technology support (software updates, hardware maintenance, referrals to ITS or vendors) with Library Technology Manager.
  • Conducts orientation and training for Room 309 users.
  • Collects and reports data on room use and user feedback.
  • Provides support, if needed, on evenings and weekends.
  • Schedules library instruction, tours, and workshops and maintains master calendar for these activities.
  • Refers questions and conflicts to appropriate authority.
  • Maintains a master calendar for staffing Research Consulting Services.
  • Makes staffing decisions and scheduling assignments.
  • Manages ETSU departmental user accounts and email for room 309, Research Consulting Services, and Library Instruction.
  • Manages activity and assessment data collection and reporting for Research and Instructional Services; configures, administers, and supports systems used.
  • Serves as primary contact and liaison for users of student group study room reservation system.
  • Develops and maintains online forms, guides, tutorials, and other documentation relevant to job duties; participates in professional development activities relevant to role and responsibilities.
Job Duty Type Essential
Description of Job Duty
  • Assists with technical support and staff training for ScanPro 2000 microform scanning, KIC scanners, self-service checkout kiosks and DVD dispensers.
  • Contributes to program planning and reporting.
  • Performs other related duties as assigned.
Job Duty Type Secondary