Technician, Support Services

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: To perform tasks relating to customer questions and problems, answer calls and email from Austin Community College (ACC) customers, and determine an appropriate course of action that will enable a prompt resolution to all problems. Job Description: Description of Duties and Tasks Essential 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 Action Request 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. Documents and publishes self-help procedures, hardware and software installation and setup procedures, and lists of ACC supported software and hardware. Advises customers of scheduled and unscheduled down times. Assists with remote access configuration on various Windows and Apple OSâs, using VPN and Citrix. Knowledge 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. Service Desk policies, standards, and protocols. Service Desk ticketing systems. Hardware and software installation and setup procedures. Knowledge of Wireless networking, ACC Email, G Suite, Active Directory, Microsoft Office and Online Services procedures and policies. Skills 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. 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 help desk requests that come via phone, email, and/or web. Coordinating and dispatching work requests in a timely manner, and following up with customers to confirm satisfactory problem resolution. Analyzing problems and making recommendations in relation to change management processes. Maintaining confidentiality of work-related information and materials. Establishing and maintaining effective working relationships. Technology Skills Use a variety of spreadsheet, word processing, database, and presentation software. Provide technical troubleshooting support for desktop systems and software. Using multiple browsers, search engines, HTML, OKTA, and WordPress. Required Work Experience Two years related work experience. Preferred Work Experience Proficiency using Datatel/Colleague and the screens used in addressing inquires. Proficiency using Cisco UCCX Agent Communication Console. Proficiency using Cisco Jabber phone software, and the configuration and setup of the IP phone. Proficiency using multiple Operating System GUIs. Proficiency using G-suite. Proficiency using Mojo Systems. Required Education Associate degree. Four years of related work experience may substitute for this education requirement. Applicants who substitute work experience to meet the education requirement must use additional related work experience to meet the years of "Required Work Experience" for this position. Please note that the college reserves the right to amend these terms of substitution at any time. Other Preferred Qualifications Okta Certification ITIL Certification ITSM Certification MCSD Certification MTA Certification Physical Requirements 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. Salary Range (PG 4) $50,309 - $60,260