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
- Assists students, faculty, and staff with technical issues in the Computer Center (students), or other designated student technical support areas on campus.
- Promptly answers technical questions for students (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.
- Enters data, maintains files, records, logs, through use of tracking systems.
- May serve as a technical resource for computer hardware and software.
Knowledge
- Customer service principles and practices.
- Technical support practices, standards, and protocols in regard 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 equipment.
- Maintaining an established work schedule.
- Effectively using listening skills.
- Drafting effective written communications.
- Multitasking using phone, chat, and email concurrently and dealing with high volume of student requests and interruptions.
- Showing initiative and being able to quickly adapt to changes.
- Effectively using interpersonal and communications skills including tact and diplomacy.
- Effectively using organizational and planning skills with attention to detail and follow-through.
- Establishing and maintaining effective collegewide working relationships.
- Maintaining confidentiality of work-related information and materials.
Technology Skills
- Demonstrated proficiency using standard office software applications.
- Use a multi-line hard and/or soft phone.
- Keyboarding skills with emphasis on speed and accuracy.
- Able to navigate multiple operating systems and brows and able to cross reference across multiple databases and resource materials.
- Working knowledge of Google Mail
- Working knowledge of Blackboard
- Working knowledge of Microsoft Office and Google Docs
- Working knowledge of tablets (iPads/Android)
- Working knowledge of Microsoft Windows
- Working knowledge of Apple MacOS, iOS and iPadOS
- Bilingual in English/Spanish
- Working knowledge of any or all of the following college oriented areas: Admissions, Financial Aid, Cashier, Distance Learning, Registration, Adult Education, and Continuing Education, Early College Start, and Student Resources.
- Experience with audio-visual technology and multimedia systems
Required Work Experience
- Previous customer service experience.
- High School Diploma.
- Associate degree or higher.
- 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.