IT Help Desk Technician — User & System Support

Austin Community College; Austin (TX); On-site; USD 50,000 - 60,000; Full time

Job summary

Austin Community College seeks a Technician, Support Services to handle customer questions via phone, email, and web. You will determine appropriate actions to resolve problems and use the Action Request System to monitor progress.

Key duties include documenting procedures, informing customers of down times, and assisting with remote access configuration on Windows and Apple OSs using VPN and Citrix. Strong help desk experience required.

Qualifications

• Two years related work experience.
• Proficiency using Datatel/Colleague and the screens used in addressing inquiries.
• 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.

Responsibilities

• 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 OSs, using VPN and Citrix.

Skills

Interpersonal skills

Communication skills

Organizational skills

Planning skills

Problem analysis

Confidentiality

Teamwork

Help desk skills

Education

Associate degree

Tools

Datatel/Colleague

Cisco UCCX Agent Console

Cisco Jabber

IP phone configuration

Operating System GUIs

G-suite

Mojo Systems

Job description

Austin Community College seeks a Technician, Support Services to handle customer questions via phone, email, and web. You will determine appropriate actions to resolve problems and use the Action Request System to monitor progress.

Key duties include documenting procedures, informing customers of down times, and assisting with remote access configuration on Windows and Apple OSs using VPN and Citrix. Strong help desk experience required.