Assistant II - TLED Computer Centers (Hourly)

Austin Community College • Austin, TX

3d • $24 • Onsite

About The Position

To interact with current students in an open computer lab environment by responding to inquiries and technical support questions. Additionally, employees will facilitate the check out of available technology to students, and may lead (or assist with) training sessions for common ACC software and technologies. Employees will serve as stewards to the college in order to help ensure success for all students.

PLEASE SEE BELOW FOR SHIFT HOURS AND LOCATIONS South Austin (1 Position) - Tuesday and Thursday, 8:00am to 5:00pm

Requirements

• Customer service principles and practices.
• Technical support practices, standards, and protocols in regard supporting students, faculty, and staff, both in-person and virtually.
• Computer applications including (but not limited to) Windows, Mac, Internet browsers, smart phones, tablets, and multimedia equipment.
• Maintaining an established work schedule.
• Effectively using listening skills.
• Drafting effective written communications.
• Multitasking using phone, chat, and email concurrently and dealing with high volume of student requests and interruptions.
• Showing initiative and being able to quickly adapt to changes.
• Effectively using interpersonal and communications skills including tact and diplomacy.
• Effectively using organizational and planning skills with attention to detail and follow-through.
• Establishing and maintaining effective collegewide working relationships.
• Maintaining confidentiality of work-related information and materials.
• Demonstrated proficiency using standard office software applications.
• Use a multi-line hard and/or soft phone.
• Keyboarding skills with emphasis on speed and accuracy.
• Able to navigate multiple operating systems and brows and able to cross reference across multiple databases and resource materials.
• Previous customer service experience.
• High School Diploma.

Nice To Haves

• Working knowledge of Google Mail
• Working knowledge of Blackboard
• Working knowledge of Microsoft Office and Google Docs
• Working knowledge of tablets (iPads/Android)
• Working knowledge of Microsoft Windows
• Working knowledge of Apple MacOS, iOS and iPadOS
• Bilingual in English/Spanish
• Working knowledge of any or all of the following college oriented areas: Admissions, Financial Aid, Cashier, Distance Learning, Registration, Adult Education, and Continuing Education, Early College Start, and Student Resources.
• Experience with audio-visual technology and multimedia systems
• Associate degree or higher.

Responsibilities

• Assists students, faculty, and staff with technical issues in the Computer Center (students), or other designated student technical support areas on campus.
• Promptly answers technical questions for students (including, but not limited to ACCMail, Blackboard, etc) and refers non-technical questions to the appropriate departments.
• Appropriately identifies and coordinates second level requests when special access is required to resolve customer inquiries.
• Adheres to Family Educational Right to Privacy Act (FERPA) and other federal and state regulations regarding privacy.
• Provides feedback on frequent support requests for training opportunities.
• Communicates and coordinates with internal departments.
• Will be responsible for checking out technology to students (computer center) or faculty and staff (media center) including but not limited to: iPads, calculators, webcams, etc.
• Enters data, maintains files, records, logs, through use of tracking systems.
• May serve as a technical resource for computer hardware and software.

Benefits

• Full-time faculty and staff employees who work in full-time and/or part-time positions at the college are eligible for ACC medical benefits effective the first of the month after their first 60 days of employment. Benefits include medical, dental, life insurance, short- and long-term disability, retirement plans, and AD&D.
• ACC does not participate in Social Security.
• ACC participates in the Teacher Retirement System of Texas (TRS) and the Optional Retirement Program (ORP-Faculty and Administrators Only).
• Hourly employees participate in the ACC Money Purchase Plan (ACCMPP) as a retirement program required by federal law.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED