Assistant II - TLED Computer Centers (Hourly)

austincc; United States; On-site; USD 17,000 - 25,000; Part time

Job summary

Austin Community College seeks an Assistant II for the TLED Computer Centers (Hourly) to interact with students in an open lab, respond to inquiries and provide tech support, assist with checking out technology, and help lead training sessions for ACC software and technologies.

The role emphasizes customer service, privacy compliance, and collaboration with campus departments; proficiency across Windows, Mac, mobile devices, and multimedia equipment is required to support a diverse student

Qualifications

• Customer service principles and practices.
• Technical support practices, standards, and protocols in regard supporting students, faculty, and staff, both in-person and virtually.
• Computer applications including Windows, Mac, Internet browsers, smartphones, tablets, and multimedia equipment.

Responsibilities

• Assist students, faculty, and staff with technical issues in the Computer Center or other designated student tech support areas.
• Promptly answer technical questions and refer non-technical questions to appropriate departments.
• Identify and coordinate second-level requests when special access is required to resolve inquiries.
• Adhere to FERPA and other privacy regulations.
• Provide feedback on frequent support requests for training opportunities.
• Coordinate with internal departments and check out technology to students and staff.
• Enter data and maintain records using tracking systems.
• Serve as a technical resource for computer hardware and software.

Skills

Customer service

Technical support

Multitasking

Written communications

Privacy compliance

Tools

Windows

Mac

Browsers

Tablets

Smartphones

Job description

Assistant II - TLED Computer Centers (Hourly)

Job Description Summary

To interact with current students in an open computer lab environment by responding to inquiries and technical support questions. Additionally, employees will facilitate the check out of available technology to students, and may lead (or assist with) training sessions for common ACC software and technologies. Employees will serve as stewards to the college in order to help ensure success for all students.

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

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.

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

Description of Duties and Tasks

• Assists students, faculty, and staff with technical issues in the Computer Center (students), or other designated student technical support areas on campus.
• 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.
• Will be responsible for checking out technology to students (computer center) or faculty and staff (media center) including but not limited to: iPads, calculators, webcams, etc.
• Enters data, maintains files, records, logs, through use of tracking systems.
• May serve as a technical resource for computer hardware and software.

Knowledge

• Customer service principles and practices.
• Technical support practices, standards, and protocols in regard supporting students, faculty, and staff, both in-person and virtually.
• Computer applications including (but not limited to) Windows, Mac, Internet browsers, smart phones, tablets, and multimedia equipment.

Skills

• Maintaining an established work schedule.
• Effectively using listening skills.
• Drafting effective written communications.
• Multitasking using phone, chat, and email concurrently and dealing with high volume of student requests and interruptions.
• 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
• Working knowledge of Blackboard
• Working knowledge of Microsoft Office and Google Docs
• Working knowledge of tablets (iPads/Android)
• Working knowledge of Microsoft Windows
• Working knowledge of Apple MacOS, iOS and iPadOS
• Bilingual in English/Spanish
• Working knowledge of any or all of the following college oriented areas: Admissions, Financial Aid, Cashier, Distance Learning, Registration, Adult Education, and Continuin