TBR | The College System of Tennessee

We have openings for 3 Client Services Specialists positions at our Chattanooga State campus! 

Our Purpose: We support and empower everyone in our community to learn without limits. 
 
Our Values: 
We foster a welcoming and caring environment.

We prioritize the well-being of our campus community.

We build trust through integrity and transparency.

We encourage fearless innovation and resilience. 

We collaborate to build a better future. 

Our Mission: We are Chattanooga State, a dedicated team that delivers accessible, innovative learning opportunities that surpass expectations. Together, we enrich the lives of students, and their families; develop a talented workforce; and partner with our community to lead boldly into the future.  

SUMMARY

The Client Services Specialist is a cross-trained Tier 2 representative supporting three key functional areas: Technical Services, Media Services, and Networking. This role involves actively responding to Technology Division tickets while simultaneously participating in ongoing formal training. As Specialists complete training modules and demonstrate proficiency in predefined objectives, they may become eligible for pay increases. Successful progression through the structured training plan is a core expectation of the role and a key measure of performance and career advancement within the position.

POSITION OBJECTIVES

Holistic Student Support:

• Provides technical support to diverse client groups.
• Understands and solves problems documented in tickets after initial screening by the Help Desk.
• Supports recruiting events including events beyond standard business hours.
• Assists students with correct operation of College-owned equipment. 

Teaching Excellence:

• Assists instructors, staff and student workers in the proper use of various types of instructional media equipment.  Demonstrates the operation of such equipment.
• Performs standard equipment setup including computers, data projectors and other multimedia equipment including (but not limited to) Smart Classrooms, Computer Labs, control system (such as Crestron) and interactive displays.
• Supports video conferencing across all currently-subscribed platforms (such as Zoom, Microsoft Teams, and Webex).
• Responds in real time to classroom technology issues preventing instruction.

Program Innovation:

• Understands faculty, staff, and student pain points and advocates within the Technology Division to address them. 
• Work with academic division leadership to proactively collect feedback and understand upcoming needs.

Fiscal Stewardship:

• Troubleshoots and diagnoses equipment malfunctions, software, hardware and networking issues both remotely and at physical locations.
• Maintains equipment, such as projectors, presentation systems and sound reinforcement equipment.
• Installs classroom technology equipment in accordance with college standards.
• Modifies, upgrades, and installs equipment; installs various software; tests for operation.
• Recommends disposition of problematic equipment: repair or surplus and replace.
• Handle inventory appropriately, including updating the assignee or location of tagged assets in real time.

and other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

1. Knowledge: Basic troubleshooting process; customer service;  prioritization of multiple tasks
2. Skills: Skills in oral and written communication consistent with providing clear and accurate instructions; Interpersonal skills consistent with establishing and maintaining effective working relationships; Skills in collaboration platforms (especially Microsoft Teams)
3. Abilities: Ability to evaluate situations and resolve problems; to understand detailed instructions and guidelines; Be collaborative and an active listener; Remain calm in high pressure and/or difficult situations; to work a flexible schedule; Maintain confidentiality; Effectively manage multiple priorities and meet deadlines; Travel to off-campus locations.
4. Physical Requirements: Ability to lift and carry items weighing 50 pounds; Ability to climb a 12 foot ladder for troubleshooting, repairs, etc.; Prolonged standing may be required; Occasional non-standard working hours are needed to cover special group events; Travel to other campus locations may necessary to respond to situations.
5. Special requirements and conditions: Must maintain a valid driver’s license.

QUALIFICATIONS

1. Education and Experience: High school diploma.  Associate degree, technical certificate, or recognized industry credential preferred. 
2. Work experience:  Preferred experience in AV, PC services, or networking at a technician level.  Preferred experience with troubleshooting, critical thinking, and/or creative problem solving. 

Salary Range: $43,322 - $50,903

*Pay will be determined based on experience and education in accordance with the salary guidelines of the Tennessee Board of Regents. To ensure consideration, all relevant work experience must be included in the application.*

All applicants should submit a resume and cover letter.