Job Number 2107012
Academic Technology Support Assistant II-Hourly
Closing Date: 07/23/2021
Take me to ACC’s online application.
Varies – 19 hours a week maximum. Hours are currently Monday – Friday 8:00am – 5:00pm but may expand to include Saturday and Sunday.
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.
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
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.
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
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.
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
Preferred Work Experience
One year work experience in a Help Center/Customer Service support role.
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.
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.
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 Overview
Full-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.
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 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.