Assistant II - TLED Computer Centers (Hourly)

Austin Community College•Riverside, CA

13d•Onsite

About The Position

The Assistant II interacts with current students in an open computer lab environment by responding to inquiries and technical support questions. The employee facilitates checkout of available technology to students and may lead or assist with training sessions for common ACC software and technologies. The position serves as a steward of the college and helps support student success. The role assists students, faculty, and staff with technical issues in the Computer Center or other designated student technical support areas on campus. It answers technical questions, refers non-technical questions to appropriate departments, coordinates second-level requests when special access is needed, and complies with FERPA and other privacy regulations. The employee also provides feedback about frequent support requests, coordinates with internal departments, checks out technology, and maintains data, files, records, and logs using tracking systems. The position may serve as a technical resource for computer hardware and software. The position is based at the Riverside Campus and is scheduled Tuesdays and Thursdays, 8:00 a.m. to 5:00 p.m., for up to 19 hours per week. Pay is $24.10 per hour.

Requirements

Previous customer service experience.
High school diploma.
Demonstrated proficiency using standard office software applications.
Ability to use a multi-line hard and/or soft phone.
Keyboarding skills emphasizing speed and accuracy.
Ability to navigate multiple operating systems and browsers and cross-reference multiple databases and resource materials.
Ability to use listening skills, draft effective written communications, multitask amid high-volume requests and interruptions, adapt to changes, and demonstrate initiative.
Effective interpersonal and communication skills, including tact and diplomacy.
Organizational and planning skills with attention to detail and follow-through.
Ability to establish and maintain effective collegewide working relationships.
Ability to maintain confidentiality of work-related information and materials.

Nice To Haves

Associate degree or higher.
Working knowledge of Google Mail.
Working knowledge of Blackboard.
Working knowledge of Microsoft Office and Google Docs.
Working knowledge of tablets, including iPads and Android devices.
Working knowledge of Microsoft Windows.
Working knowledge of Apple MacOS, iOS, and iPadOS.
Bilingual ability in English and Spanish.
Working knowledge of college-oriented areas such as Admissions, Financial Aid, Cashier, Distance Learning, Registration, Adult Education, Continuing Education, Early College Start, or Student Resources.
Experience with audio-visual technology and multimedia systems.

Responsibilities

Assist students, faculty, and staff with technical issues in the Computer Center or other designated student technical support areas on campus.
Answer students’ technical questions, including questions about ACCMail and Blackboard, and refer non-technical questions to the appropriate departments.
Identify and coordinate second-level requests when special access is required to resolve customer inquiries.
Follow FERPA and other federal and state privacy regulations.
Provide feedback on frequent support requests to identify training opportunities.
Communicate and coordinate with internal departments.
Check out technology to students, faculty, and staff, including iPads, calculators, and webcams.
Enter data and maintain files, records, and logs using tracking systems.
Serve as a technical resource for computer hardware and software when needed.
Maintain an established work schedule and provide customer support through phone, chat, and email.