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About the Role

Perform tasks related to customer questions and problems, answer calls and emails from Austin Community College (ACC) customers, and determine an appropriate course of action for prompt resolution.

Responsibilities

• Receive, record, and identify requests via phone, email, and web from ACC students, faculty, and staff.
• Utilize problem and change management processes to perform root cause analysis and make recommendations for elimination.
• Coordinate and dispatch second and third level work requests when requests cannot be completed at the first level.
• Enter all requests into the Action Request System and monitor progress through to resolution.
• Contact customers within the specified timeframe to confirm problem resolution and satisfaction.
• Document and publish self-help procedures, hardware and software installation and setup procedures, and lists of ACC supported software and hardware.
• Advise customers of scheduled and unscheduled downtime.
• Assist with remote access configuration on various Windows and Apple OSs using VPN and Citrix.

Requirements

• Must possess required knowledge and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
• Must possess required skills and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
• Maintain an established work schedule.
• Effectively use interpersonal and communications skills including tact and diplomacy.
• Effectively use organizational and planning skills with attention to detail and follow-through.
• Receive, identify, and record help desk requests via phone, email, and/or web.
• Coordinate and dispatch work requests in a timely manner, and follow up with customers to confirm satisfactory problem resolution.
• Analyze problems and make recommendations in relation to change management processes.
• Maintain confidentiality of work-related information and materials.
• Establish and maintain effective working relationships.
• Work is performed in a standard office or similar environment.
• Subject to standing, walking, sitting, bending, reaching, pushing, and pulling.
• Occasional lifting of objects up to 10 pounds.

Skills

• Service Desk policies, standards, and protocols.
• Service Desk ticketing systems.
• Hardware and software installation and setup procedures.
• Wireless networking, ACC Email, G Suite, Active Directory, Microsoft Office and Online Services procedures and policies.
• Use of variety of spreadsheet, word processing, database, and presentation software.
• Provide technical troubleshooting support for desktop systems and software.
• Use of multiple browsers, search engines, HTML, OKTA, and WordPress.

Location

• Austin, Texas

Work Type

• Onsite

Experience Level

• Two years related work experience
• Four years of related work experience may substitute for the Associate degree requirement.

Education Level

• Associate degree
• Okta Certification
• ITIL Certification
• ITSM Certification
• MCSD Certification
• MTA Certification

Salary/Compensations

• $50,309 - $60,260

About the Company

• Austin Community College is a public two-year institution serving a multicultural population of approximately 41,000 credit students each Fall and Spring semester.
• The college promotes student success and community development by providing affordable access to higher education and workforce training, including applied baccalaureate degrees, in its service area.
• The college seeks to recruit and retain a workforce that values intellectual curiosity, innovative teaching, and equitable access to educational opportunities.
• The college is committed to student success, particularly for first-generation, low-income, and underserved students, focusing on academic achievement and postgraduate outcomes.
• The college fosters an environment that welcomes difference, models respectful interaction, and engages with the community.

Equal Opportunity

• As required by the US Department of Education, employees are required to report violations under Title IX and, under the Jeanne Clery Campus Safety Act (Clery Act), select individuals are required to report crimes.
• Austin Community College produces an Annual Security Report as required by the Clery Act, including statistics and institutional policies concerning campus security and safety information.