Bargaining Unit: Use for all Job Titles
Class Code: 075596
Education and Experience: Graduation from an accredited college or university with a bachelor’s degree and one year of experience in any of the following areas: audio/video conferencing equipment, streaming media, voice and data networking and wireless communication equipment.
Substitution of a Specific Associate’s Degree for the Required Bachelor’s Degree Graduation from an accredited college or university with an associate’s degree in Information Technology may substitute for the required bachelor’s degree.
Substitution of Education for Experience: Any graduate coursework in Information Technology may substitute for the required experience on a year-for-year basis to a maximum substitution of one year. (Thirty-six graduate quarter hours or a master’s degree in the above fields is equivalent to one year of experience.)
Substitution of Experience for the Specific Associate’s Degree: Professional-level experience in any one of the following areas may substitute for the required Associate’s degree on a year-for-year basis to a maximum substitution of two years: audio/video conferencing equipment, streaming media, voice and data networking and wireless communication equipment.
*One year of experience as an Information Systems Associate* with the State of Tennessee.

Other Requirements:

Necessary Special Qualifications: Applicants for this class must:
  1. Have a valid driver’s license. 
Examination Method: Education and Experience,100%, for Preferred Service positions.

Job Overview:

Summary: Under general supervision, responsibilities include:  installations, configurations, troubleshooting and maintenance of communication hardware, software and services and performs related work as required.
Distinguishing Features: This is the entry-level class in the Communication Specialist sub-series. An employee in this class functions in a working capacity in installations, configurations, troubleshooting, and maintenance of communication hardware, software and services. This class is flexibly staffed with and differs from Information Systems Associate* in that an incumbent of the latter learns to install, configure, troubleshoot, and maintain communication hardware, software and services. This class differs from the Communication Specialist-Advanced in that an incumbent of the latter performs advanced level communication support.

Work Activities:

Getting Information:
  1. Retrieves data from the problem management database.
  2. Acquires data by receiving requests from agencies on the purchase of communication hardware, software or services.

Updating and Using Relevant Knowledge:

  1. Keeps abreast of changes in industry practices and emerging communications technology by reviewing current literature, talking with colleagues, participating in educational programs, attending meetings or workshops, or participating in professional organizations or conferences.

Documenting/Recording Information:

  1. Documents procedures for hardware and software installation and use.
  2. Documents technical specifications, justification and operating standards for communications equipment.
  3. Documents user support activity, such as system problems, corrective actions, resolution status, and completed equipment installations in the incident management log system.
  4. Develops a bill of materials, listing all equipment and services needed for the project.
  5. Documents and maintains records for communication surplus, purchases, warranty, and reflection of current inventory locations, such as initial delivery, pickup, redistribution, and reassignment.

Monitor Processes, Materials, or Surroundings:

  1. Monitors and responds to communications related incidents received from an incident management system.
  2. Monitors incoming and outgoing audio communication sound feeds to ensure quality.

Processing Information:

  1. Reviews, orders and approves communication hardware, software and service requests.
  2. Acquires approval for communication equipment, software and service requests from appropriate authority.
  3. Verifies invoices and reconciles customer and vendor billing for purchases of communication equipment, software and services.
  4. Reviews and approves agency communication requisitions using a central tracking system.

Evaluating Information to Determine Compliance with Standards:

  1. Reviews request from customer to verify accuracy and standards compliance.

Analyzing Data or Information:

  1. Identifies parameters of the current and legacy communication systems.
  2. Assesses the scope for installing current and legacy communications systems.

Making Decisions and Solving Problems:

  1. Installs, configures, troubleshoots and maintains communication hardware, software and services.
  2. Receives, updates and maintains inventory for communication equipment and software.
  3. Performs onsite inspections of communications installations.
  4. Assists in the planning, scheduling and logistics for equipment replacement or refresh.
  5. Provides user support by diagnosing network and device problems and implementing technical or procedural solutions.
  6. Diagnoses and resolves media system problems.

Thinking Creatively:

  1. Provides cost of purchase and overall cost of ownership information.

Handling and Moving Objects:

  1. Assigns assets tags and inventories communication equipment or software shipments.

Controlling Machines and Processes:

  1. Activates wireless devices internally or by contacting service carrier vendors.

Communicating with Persons Outside Organization:

  1. Acts as a liaison between the state and vendor for day to day maintenance of contract issues.
  2. Coordinates with personnel and facilities management staff to install, remove, or relocate user connectivity equipment and devices.
  3. Communicates with vendors to obtain pricing and technical specifications for available hardware, software, or services.
  4. Coordinates with agencies the delivery and pickup of communication equipment.
  5. Works with vendor support and agency contacts to resolve technical problems with communication equipment, software or services.
  6. Maintains communication with customers during the problem resolution process.
  7. Responds to customer email or telephone inquiries regarding devices and customer service in a timely manner.

Establishing and Maintaining Interpersonal Relationships:

  1. Provides leadership by projecting a positive attitude, and providing learning incentives.

Identifying Actions and Events:

  1. Obtains and previews programs prior to events to become familiar with the order and needs of participants.
  2. Provides live, real time support for video bridge conferences.

Competencies (KSA’s):

  1. Self-Development
  2. Learning on the Fly
  3. Problem Solving
  4. Functional/Technical Competency
  5. Business Acumen
  6. Creativity
  7. Technical Learning
  8. Presentation Skills
  9. Customer Focus
  10. Peer Relationship


  1. Knowledge of computers electronics
  2. Knowledge of telecommunications
  3. Knowledge of wireless communication technology
  4. Knowledge of communication technology configuration
  5. Knowledge of communication technology installation
  6. Knowledge of Customer and Personal Services
  7. Knowledge of Purchasing Procedures
  8. Knowledge of Invoicing Procedures
  9. Knowledge of audio visual technology
  10. Knowledge of digital communication technology
  11. Knowledge of project management concepts
  12. Knowledge of communication and media


  1. Active Learning
  2. Active Listening
  3. Troubleshooting
  4. Service Orientation
  5. Equipment Maintenance
  6. Installation
  7. Time Management


  1. Inductive Reasoning
  2. Oral Expression
  3. Problem Sensitivity
  4. Time Sharing
  5. Written Comprehension
  6. Written Expression
  7. Extent Flexibility
  8. Static Strength
  9. Perceptual Speed
  10. Oral Comprehension
  11. Deductive Reasoning

Tools and Equipment Used:

  1. Personal Computer
  2. Laptop
  3. Telephone
  4. Fax Machine
  5. Printer
  6. Video Camera


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