Technician, Support Services

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Austin Community College employees are required to maintain a domicile in the State of Texas while working for the college and throughout the duration of employment. – AR 4.0300.01

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Austin Community College is a public two-year institution that serves a multicultural population of approximately 41,000 credit students each Fall and Spring semester.  We embrace our identity as a community college, as reflected in our mission statement.  We promote student success and community development by providing affordable access, through traditional and distance learning modes, to higher education and workforce training, including appropriate applied baccalaureate degrees, in our service area.

As a community college committed to our mission, we seek to recruit and retain a workforce that:

• Values intellectual curiosity and innovative teaching

• Is attracted by the college's mission to promote equitable access to educational opportunities

• Cares about student success and collaborates on strategies to facilitate success for populations including; first generation college students, low-income students, and students from underserved communities.

• Focused on student academic achievement and postgraduate outcomes

• Welcomes difference and models respectful interaction with others

• Engages with the community both within and outside of ACC

Job Posting Title:

Technician, Support Services

Job Description Summary:

Take customer calls and provide accurate, satisfactory answers to their queries and concerns. De-escalate situations involving dissatisfied customers, offering patient assistance and support. Guide callers through troubleshooting, navigating the college website or using the tools or services.

Performs tasks at level one work requests using Administrator level tools and access to manage user accounts on college domains or applications.

Review user account access, setup and usage for third party applications.
Receive and confirm issues on incidents and alert appropriate area administrators.

Collaborate with other service desk professionals to improve customer service for Austin Community College (ACC) faculty, and staff. Determine an appropriate course of action for a prompt resolution of issues.

Job Description:

Description of Duties and TasksEssential duties and responsibilities include the following. Other duties may be assigned.

• Receives, records, and identifies requests via phone, email, and web from ACC students, faculty, and staff.
• Utilizes problem and change management processes to perform root cause analysis, and make recommendations to eliminate the root cause.
• Coordinates and dispatches second and third level work requests when requests cannot be completed at the first level.
• Enters all requests into the Mojo Ticket System, and monitors progress through to resolution.
• Contacts customers within the specified time frame to confirm problem resolution as well as degree of satisfaction with work completed.

KnowledgeMust 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.

• Service Desk policies, standards, and protocols.
• Service Desk ticketing systems.
• Knowledge of Wireless networking, ACC Email, G Suite, Active Directory, and Online Services.

SkillsMust 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.

• Maintaining an established work schedule.
• Effectively using interpersonal and communications skills including tact and diplomacy.
• Effectively using organizational and planning skills with attention to detail and follow-through.
• Receiving, identifying, and recording service requests that come via phone, email, and/o