Technician, Support Services

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

Job Posting Closing Times: Job postings are removed from advertising at 12:00 A.M. on the closing date e.g., at midnight on the day before the closing date.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 4.0300.01If you are a current Austin Community College employee, please click this link to apply through your Workday account.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 teachingIs attracted by the college's mission to promote equitable access to educational opportunitiesCares 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 outcomesWelcomes difference and models respectful interaction with othersEngages with the community both within and outside of ACCJob Posting Title:Technician, Support ServicesJob 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 TasksEssential 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.KnowledgeMust 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.SkillsMust 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 SkillsUse 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 ExperienceTwo years related work experience.Preferred Work ExperienceProficiency 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 EducationAssociate 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 QualificationsOkta CertificationITIL CertificationITSM CertificationMCSD CertificationMTA CertificationPhysical RequirementsWork 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 - $60,260Number of Openings:1Job Posting Close Date:September 2, 2026Clery ActAs required by the US Department of Education, employees are required to report violations under Title IX and, under the Jeanne Clery Campus Safety Act (Clery Act), select individuals are required to report crimes. If this position is identified as a Campus Security Authority (Clery Act), you will be notified, trained, and provided resources for reporting.Austin Community College produces an Annual Security Report as required by the Clery Act. This report includes statistics from the previous three years concerning reported crime that occurred on campus; public property adjacent to and accessible from campus; and in certain non-campus buildings/property owned or controlled by ACC. The report includes institutional policies concerning campus security and other safety information.For direct access to the current Annual Security Report, visit www.austincc.edu/asr . You may obtain a hard copy by contacting the Clery Compliance Officer ( [e-mail] ). For an overview, see ACC's Clery Act website.DisclaimerThe above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job, nor is it an all-inclusive list of the skills and abilities required to do the job. Duties and responsibilities may change with business needs. ACC reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Employees may be required to perform other duties as requested, directed, or assigned. In addition, reasonable accommodations may be made by ACC at its discretion to enable individuals with disabilities to perform essential functions of the job.