Technician, Support Services

austincc; United States; On-site; USD 42,000 - 66,000; Full time

Job summary

Austin Community College is seeking a Technician, Support Services to assist ACC students, faculty, and staff with inquiries via phone, email, and web. You will perform problem analysis, route requests, and document solutions to enable prompt resolutions.

Essential duties include logging requests, coordinating escalation, providing remote access support, and maintaining confidentiality. Two years of related experience preferred, with familiarity in Microsoft/Google tools and service desk

Qualifications

• Two years related work experience.
• Ability to explain and demonstrate service desk processes.
• Knowledge of wireless networking and Active Directory is a plus.

Responsibilities

• Receive, record, and identify requests via phone, email, and web from ACC customers.
• Perform root-cause analysis and recommend solutions.
• Dispatch second/third level requests when needed and track progress in the system.
• Inform customers of scheduled/unscheduled downtime and status of resolutions.

Skills

Customer service

Problem solving

Phone & email support

Interpersonal skills

Time management

Documentation

Tools

Datatel/Colleague

Cisco UCCX

Cisco Jabber

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 4.0300.01

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.

• 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.

Job Description:

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 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.

Knowledge

Must 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.

Skills

Must 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 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 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 E