Assistant II – Student Technology Support (Hourly)

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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:

Assistant II – Student Technology Support (Hourly)

Job Description Summary:

To interact with current students by responding to technical support questions and issues (via phone, email and chat). Employees will serve as stewards to the college in order to help ensure success for all students.
Please be aware that this is a remote work position and you must live in the State of Texas per Austin Community College policy. Employees are required to have good internet access and will be provided the equipment needed to work from home.

Job Description:

Description of Duties and Tasks

• Assists students with technical issues via phone, email or chat

• Promptly answers technical questions for students (including, but not limited to ACCMail, Blackboard, etc) and refers non-technical questions to the appropriate departments.

• Appropriately identifies and coordinates second level requests when special access is required to resolve customer inquiries.

• Adheres to Family Educational Right to Privacy Act (FERPA) and other federal and state regulations regarding privacy.

• Provides feedback on frequent support requests for training opportunities.

• Communicates and coordinates with internal departments.

• Enters data, maintains files, records, logs, through use of tracking systems.

 
Knowledge

• Customer service principles and practices.

• Technical support practices, standards, and protocols in regards to supporting students virtually.

• Computer applications including (but not limited to) Windows, Mac, Internet browsers, smart phones, tablets, and multimedia equipment.

• Skills

• Maintaining an established work schedule.

• Familiar with call center practices and procedures

• Effectively using listening skills.

• Drafting effective written communications.

• Multitasking using phone, chat, and email concurrently 

• Showing initiative and being able to quickly adapt to changes.

• Effectively using interpersonal and communications skills including tact and diplomacy.

• Effectively using organizational and planning skills with attention to detail and follow-through.

• Establishing and maintaining effective collegewide working relationships.

• Maintaining confidentiality of work-related information and materials.

 
Technology Skills

• Demonstrated proficiency using standard office software applications.

• Use a multi-line hard and/or soft phone.

• Keyboarding skills with emphasis on speed and accuracy.

• Able to navigate multiple operating systems and brows and able to cross reference across multiple databases and resource materials.

Other Preferred Technology Skills

• Working knowledge of Google Mail

• Worki