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Assistant II-Hourly

Job description

Position Information
Highland Campus
Varies - 19 hours a week maximum. Hours are currently Monday - Friday but will expand to include Saturdays in the future.
FLSA Status:
Reports To:
Manager or Supervisor, Academic Technology Support
Criminal Background Check:
Pre-employment criminal background checks are required for all Staff and Faculty positions. Pre-employment urinalyses drug screens are also required for all top candidates considered for positions in ACC's College Police department.
General Statement of Job

Provides complex clerical and administrative support to a departmental office or program.Information for This Posting Only

To interact with future and current students in a call center environment by responding to inquiries and concerns about Austin Community College (ACC) services and procedures in order to help ensure success for college, continuing education, and adult education students.Description of Duties and TasksEssential duties and responsibilities include the following. Other duties may be assigned.

  • Performs administrative duties for a department in support of faculty, staff, and/or student efforts, including examining and answering correspondence, processing and prioritizing office communications, processing mail, answering the telephone and email, arranging conference calls, and maintaining or coordinating the supervisor's schedule.
  • Communicates program information and assists students.
  • Performs clerical duties including correspondence, ordering supplies and equipment, maintaining files, processing mail, and duplication.
  • Gathers, compiles, and enters data, producing routine and specialized reports and documents; maintains files, records, logs, and other tracking systems.
  • May design and produce handouts, fliers, newsletters, brochures, manuals or other documents; may maintain or update webpages or use social media.
  • Responds to and/or directs inquiries in person or on the telephone; accesses and works with other staff to assist in resolving issues from students, employees, and the public.
  • Maintains schedules, calendars, and appointments, which may include scheduling department meetings and events, issuing invitations, arranging for location and equipment, typing minutes, and preparing information packets.
  • Compiles and produces routine reports or documents.
  • May input budget figures, prepares requisitions, logs and tracks expenditures, takes payments, or issues invoices or bills.
  • May serve as a technical resource for computer hardware and software and other office equipment such as copiers and fax machines.
  • May be assigned responsibility for special projects such as scheduling rooms, compiling information packets, creating spreadsheets, charts, and graphs, and other projects.
  • Additional Job Specific Duties

    • Deals directly with students technical issues either by telephone, electronic email, or live chat.
    • Promptly answers technical questions for students (including, but not limited to ACC email, ACCeID, 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 policies and procedures for helpline use and training.
    • Communicates and coordinates with internal departments.
    • Will be responsible for checking out technology to students (iPads, laptops, calculators, webcams, etc.).
    KnowledgeMust 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.

    • Customer service principles and practices.
    • Call center practices, standards, and protocols in regard to phone, email, and tablets.
    • Computer applications including Windows, Mac, browsers, smart phones, and tablets.
    SkillsMust 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 listening skills.
    • Drafting effective written communications.
    • Multitasking using phone, chat, and email concurrently and dealing with high volume of calls 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.
    Technology Skills

    • 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.
    Required Work Experience

  • As required.
  • Preferred Work Experience

    • One year work experience in a Help Center/Customer Service Support role.
    Required Education

  • As required.
  • Preferred Education

    • High school diploma, Associates degree or educational equivalent.
    Other Preferred Qualifications

    • 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
    • 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.
    • Bilingual in English/Spanish.
    Physical Requirements

    Work is routinely performed in a standard office or similar environment. Subject to standing, walking, sitting, bending, reaching, kneeling, pushing, and pulling. Occasional lifting of objects up to 10 pounds.Safety

  • Work safely and follow safety rules. Report unsafe working conditions and behavior. Take reasonable and prudent actions to prevent others from engaging in unsafe practices.
  • ACC Benefits OverviewFull-time Faculty and Staffing Table 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 Only). Part-time and Hourly employees participate in the ACC Money Purchase Plan (ACCMPP) as a retirement program required by Federal law.

    DisclaimerThe 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 intended to be 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 as its discretion to enable individuals with disabilities to perform the essential functions.

    Austin Community College provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

    As required by the US Department of Education, employees are required to report violations under the Title IX and, under the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics 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.




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    Job No:
    Posted: 11/17/2020
    Application Due: 1/22/2021
    Work Type: Full Time