Technician, Support Services

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

Technician, Support Services

Austin Community College

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 4.0300.01

If 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 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.

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 andsoftware installation and setup procedures, and lists of ACC supported software and hardware.
• Advises customers of scheduled and unscheduled downtimes.
• Assists with remote access configuration on various Windows andApple OSâs, using VPN and Citrix.

Knowledge:

• 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, ActiveDirectory, Microsoft Office and Online Services procedures andpolicies.

Skills:

• 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 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.

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

Number of Openings:

1

Job Posting Close Date:

September 2, 2026

Clery Act

As required by the US Department of Education, employees are required to report violations under Title IX and, under the JeanneClery 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.

Disclaimer

The 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.

To apply, please visit: https://austincc.wd1.myworkdayjobs.com/en-US/External/job/Highland-Campus/Technician--Support-Services_R-9498