Job Number 1712021


Specialist, Student Services Information Center



This position is past the Close Date, no more applications will be accepted.
Position Information
Location Highland Business Center
Hours 40 hours/week as assigned.
Salary Specialist 6/118 ($32,022.00 - $45,745.00)
FLSA Status Non-Exempt
Reports To Manager, Help Desk
Criminal Background Check
General Statement of Job

To interact with customers in a call center environment to provide and process information in response to inquiries, concerns, and requests about Austin Community College (ACC) services and procedures.

Description of Duties and Tasks
Essential duties and responsibilities include the following. Other duties may be assigned.

  1. Receives, records, and identifies requests via phone, email, and web from ACC students, faculty, and staff.
  2. Utilizes problem and change management processes to perform root cause analysis, and make recommendations to eliminate the root cause.
  3. Coordinates and dispatches second and third level work requests when requests cannot be completed at the first level.
  4. Enters all requests into the Action Request System, and monitors progress through to resolution.
  5. Contacts customers within the specified time frame to confirm problem resolution as well as degree of satisfaction with work completed.
  6. Documents and publishes self-help procedures, hardware and software installation and setup procedures, and lists of ACC supported software and hardware.
  7. Advises clients of scheduled and unscheduled down times.
  8. Monitors virus alert web pages and makes recommendations in relation to sending out bulletins that highlight warnings and instructions for preventing viruses from interrupting business.

Knowledge
Must 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.

Skills
Must 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.

Technology Skills

Required Work Experience

Required Education

Other Preferred Qualifications

Safety

ACC Benefits Overview

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 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.