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 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 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 (
CleryComplianceOfficer@austincc.edu ). 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
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