IT Service Desk Technician – Student & Staff Support

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

Job summary

Austin Community College is seeking a Technician, Support Services to handle customer inquiries by phone, email, and web, determine prompt resolutions, and ensure satisfaction across ACC students, faculty, and staff.

The role involves root-cause analysis, coordinating higher-level support, documenting procedures, and communicating downtimes and service changes. At ACC, remote access setup on Windows and Apple OS through VPN/Citrix is common, with a focus on reliable service delivery.

Qualifications

• Two years of related work experience.
• Associate degree required; substitution allows 4 years of related work experience in lieu of education.

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.
• Coordinates and dispatches second and third level work requests when needed.
• Enters requests into the Action Request System and monitors progress to resolution.
• Contacts customers to confirm problem resolution and satisfaction.
• Documents and publishes self-help procedures and setup procedures for ACC software/hardware.

Education

Associate degree

Tools

Datatel/Colleague

Cisco UCCX

Cisco Jabber

OKTA

G Suite

Mojo Systems

Job description

Austin Community College is seeking a Technician, Support Services to handle customer inquiries by phone, email, and web, determine prompt resolutions, and ensure satisfaction across ACC students, faculty, and staff.

The role involves root-cause analysis, coordinating higher-level support, documenting procedures, and communicating downtimes and service changes. At ACC, remote access setup on Windows and Apple OS through VPN/Citrix is common, with a focus on reliable service delivery.