Specialist II, Student Help Desk (Hourly)

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Austin Community College is a public two-year institution that serves a multicultural population of approximately 41,000 credit students each Fall and Spring semester.  We embrace our identity as a community college, as reflected in our mission statement.  We promote student success and community development by providing affordable access, through traditional and distance learning modes, to higher education and workforce training, including appropriate applied baccalaureate degrees, in our service area.

As a community college committed to our mission, we seek to recruit and retain a workforce that:

• Values intellectual curiosity and innovative teaching

• Is attracted by the college's mission to promote equitable access to educational opportunities

• Cares about student success and collaborates on strategies to facilitate success for populations including; first generation college students, low-income students, and students from underserved communities.

• Focused on student academic achievement and postgraduate outcomes

• Welcomes difference and models respectful interaction with others

• Engages with the community both within and outside of ACC

Job Posting Title:

Specialist II, Student Help Desk (Hourly)

Job Description Summary:

To provide complex specialized services and support to departmental office or program.

Job Description:

  Description of Duties and Tasks

• Essential duties and responsibilities include the following. Other duties may be assigned.

• Receives, records, identifies, and prioritizes work assignments via phone, email, and live chat from current and future ACC students.

• Serves as liaison to other departments of the college to provide seamless help desk support before, during, and after initial enrollment, including but not limited to Recruitment, ACCeID, ACCMail, OKTA authentication, Admissions & Enrollment, Advising, Financial Aid, Business Services, Distance Education, High School Programs, Adult Education, Continuing Education, and Graduation.

• Assists prospective and new students with applying and registering to Austin Community College; captures leads on CRM-Salesforce to assist with recruitment; assist with financial aid, including FASFA, scholarships, and other financial assistance; assist in the activation and set up of online tools (ACCeID and ACCmail); provides payment information and aids with setting up payment plans; assists with Blackboard support. 

• Works collaboratively with student affairs and other departments to remain current on college information, class information, and to ensure student satisfaction and consistent messaging district wide. 

• Utilizes problem and change management processes to perform root cause analysis, and make recommendations to eliminate the root cause, while focusing on first time resolution (FTR).  Coordinates and initiates second level requests once all resources have been exhausted at the first level of support.

• Provides technical support to students for Salesforce, ACCeID, ACC Mail, Blackboard, and Microsoft 360. Enters second level technical issues into the MOJO ticketing system as needed. 

• Maintains assigned work schedule, completes assignments and tasks, follows district wide procedures, policies, and guidelines, while providing exemplary customer service. Must adhere to department customer service standards and service level agreements. 

• Promote ACC educational resources to students such as tutoring, learning labs, and accelerators; also, educating students on community outreach resources such as food banks, child care, disaster relief support, and mental health and well-being services. 

• Must be well versed in relevant computer applications, such as chat and email. Our virtual conversations are subpoenable documents, proper spelling and grammar are essential.  Must be able to disseminate complex information effectively to a diverse student population

Knowledge

Must possess required knowledge and be able to explain and demonstrate in a remote work environment, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Student Affairs Help Desk policies, standards, and protocols pertaining to the following areas: Recruitment, ACCeID, ACCMail, OKTA authentication, Admissions & Enrollment, Advising, Financial Aid, Business Services, Distance Education, Adult Education, Continuing Education, and Graduation.

• Best practices for higher education help desk; call center customer service principles and technical support processes systems, application software, and protocol

• State and federal policies pertaining to students in Higher Education including Family Educational Rights and Privacy Act 

• Best practices for higher education and enrollment in a virtual environment

• Technical support processes, CRM Recruit, Salesforce, or similar contact management systems.

Skills

Must possess required skills to work in a remote work environment 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 which may include evenings and weekends.

• Using critical thinking and problem solving skills to analyze problems and making recommendations in relation to change management processes.

• Effectively using both oral and written communication skills.

• Ability to multitask and cope with stressful situations.

• Effectively using interpersonal and communications skills, listening skills, adaptability, and initiative.

• Effectively using organizational and planning skills with attention to detail and follow-through.

• Maintaining confidentiality of work-related information and materials.

• Establishing rapport and maintaining effective working relationships that foster continued student success.

• Disseminate complex information effectively to a diverse student population

• Ability to work in a virtual environment.

• Effectively keeping up with administrative system security demands.

• Tracking, troubleshooting, and resolving user problems.

• Efficiently meeting deadlines, schedules, and target dates.

Technology Skills

• Use a variety of spreadsheet, word processing, databases, blackboard, and presentation software

• Ability to work in a virtual environment

• Provide technical troubleshooting support for OKTA authentication and student information systems and software.

• Use student information and database systems to include Ellucian and Salesforce.

• Use enterprise-level call center platforms.

Telecommuting Requirements

• Must complete and sign Austin Community College District’s Telecommuting Agreement.  The purpose of this agreement is to set forth the terms and conditions under which the Employee is allowed to perform his/her job with the College from the Employee’s home. The Employee may work from home only in accordance with the terms and conditions of this Agreement and only during the time this Agreement is in effect.

• Employees will be provided with the necessary telecommunications equipment and supplies.

• Employee must provide stable home internet access to sufficiently perform his/her duties.. The College will not reimburse the Employee for the monthly Internet connection charge that enables the Employee to perform his/her duties under the Telecommuting Agreement.

• Employee’s work time will be confirmed by running a detailed phone system report that tracks the employee’s utilization and actual work hours in phone, email, and chat.

• The Employee will attend all required training programs as directed by his/her supervisor. The Employee also will be expected to attend all staff meetings, events or meetings/activities assigned by the supervisor. The Employee will be given at least one day’s notice to attend these required meetings/activities.  Telecommuting locations must be pre-approved by the supervisor. 

Required Work Experience

• One year related work experience

Required Education

• High School Diploma

Other Preferred Qualifications

• Bilingual in English/Spanish

• Bachelor’s Degree

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.

  

Number of Openings:

1

Job Posting Close Date:

March 31, 2024
Clery Act

As required by the US Department of Education, employees are required to report violations under 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.

Disclaimer

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 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 at its discretion to enable individuals with disabilities to perform essential functions of the job.