Specialist, Student Affairs Help Desk-4

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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, Student Affairs Help Desk-4

Job Description Summary:

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.

This is a fully remote position.
Working hours are assigned within the hours of operation of Monday- Thursday 8 am - 7 pm, Friday 8 am-5 pm, and Saturday 10 am - 4 pm.

Job Description:

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 …