Academic Technology Support Assistant II-Hourly
- Employer
- Austin Community College
- Location
- Austin, TX
View more
- Administrative Jobs
- Institutional & Business Affairs, Clerical & Administrative Support
- Employment Type
- Full Time
- Institution Type
- Community College
Job Details
Location:
Multiple Locations
Hours:
Varies - 19 hours a week maximum. Hours are currently Monday - Friday 8:00am - 5:00pm but may expand to include Saturday and Sunday.
Salary:
$16.00/hr
FLSA Status:
Non-Exempt
Reports To:
Manager or Supervisor, Student Technology Support / Manager, Media Services
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
This posting is for openings to support students in the Computer Centers and faculty/staff A in the Faculty Resource Centers. The positions are similar and there will be opportunities to work in one or both of these areas.
The main job functions for these positions are:
- To interact with current students (Computer Center) or faculty/staff (Faculty Resource Center) 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, faculty or staff and 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.
- Provide technology support for students, faculty, and staff.
- Troubleshoot and resolve issues with classroom audio/visual technology.
- Provide computer assistance for students or faculty in computer lab.
- Facilitate checking out of technology to faculty, students, and staff.
- Assists students, faculty, and staff with technical issues in the Computer Center (students), ACC classrooms or meeting spaces (faculty/staff), or other designated student technical support areas on campus.
- Promptly answers technical questions for students, faculty, and staff (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.
Customer service principles and practices Technical support practices, standards, and protocols in regard to 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 classroom equipment.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 a high volume of faculty, staff and student requests or interruptions. Showing initiative and being able to quickly adapt to changes. Effectively using organizational and planning skills with attention to detail and follow-through. Effective customer-orientation when working with a diverse population. Establishing and maintaining effective college wide working relationships. Maintaining confidentiality of work-related information and materials.Technology Skills
Demonstrated proficiency using standard office software applications (including, but not limited to, spreadsheets, word processing, databases, and presentation software). Using a multi-line hard and/or soft phone. Keyboarding skills with emphasis on speed and accuracy. Able to navigate multiple operating systems and browsers. Able to cross reference across multiple databases and resource materials.Required Work Experience
One year work experience in a Help Center/Customer Service support role.Required Education
High school diploma or GED, 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 tables (iPad/Android/Windows). 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, Continuing Education, Early College Start, Testing Centers and Student Resources. Experience with audio-visual technology and multimedia systems. Bilingual in English and 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
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.
Organization
The Austin Community College District is the primary gateway to higher education and training for residents in eight Central Texas counties. ACC is among the fastest-growing community colleges in the country, providing access to valuable programs and services that change lives and benefit communities.
Mission and Vision
The Austin Community College District values and respects each individual student. We promote student success and improve communities by providing affordable access, through traditional and distance learning modes, to higher education and workforce training in the eight-county service area. Community colleges have a diverse, four-part mission:
- General education and academic transfer
- Workforce education
- Foundation programs to get students college-ready
- Lifelong learning (Continuing Education)
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