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Job ID: 180550

Specialist II (Temporary)
Austin Community College District


Date Posted Mar. 4, 2022
Title Specialist II (Temporary)
University Austin Community College District
Austin, TX, United States
Department
Application Deadline Open until filled
Position Start Date Available immediately
 
 
  • Professional Staff
  • Administration - Other
 
 

Austin Community College is a public two-year institution that serves a diverse 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:

  • Reflects the diversity of our community
  • Values intellectual curiosity and innovative teaching
  • Is attracted by the college mission to promote equitable access to educational opportunities
  • Cares about student success and collaborates on strategies to facilitate success for under-represented populations
  • Welcomes difference and models respectful interaction with others
  • Engages with the community both within and outside of ACC

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*Commitment to Equity and Inclusion*_

ACC is committed to the ongoing systemic changes needed to ensure the increased recruitment, inclusion, retention, and completion of historically underserved and under represented populations. Through continual strategic community engagement and professional development of administrators, faculty, staff, and students, the college demonstrates its dedication to fostering a culture and climate for equitable outcomes.

As an open access and low-cost institution, ACC is proud to serve a diverse student body. Dedicated faculty members are excellent professors who help students achieve their educational goals and are sensitive to the diverse cultures and socio-economic backgrounds of our students. In 2017 our faculty adopted a Statement of ACC Faculty Values. This Statement affirms that ACC’s faculty members value collaboration, service, agency, scholarship, inclusion, and teaching, all of which attest to our commitment to equity, diversity, and inclusion at the heart of our mission.

Job Posting Title:
Specialist II (Temporary)

Job Description Summary:
To provide complex specialized services and support to departmental office or program.

Job Description:

Description of Duties and Tasks
-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 Advising, Financial Aid, Admissions and Records, Recruitment and Enrollment, Business Services, ACCeID, ACC Mail, Blackboard, Distance Learning, High School programs, Student Accessibility Services, and Continuing Education.
-Maintains continued responsibility for all knowledge, skills, abilities, and duties to ensure students have access to all student support services.
-Assists prospective and new students in registering and enrolling in Austin Community College by reviewing college readiness, assessment, financial aid information, steps to enroll, and registration.
-Provides support to new students with submission of application, including supplemental documents, and complying with other requirements such as the meningitis vaccination, activation and set up of online tools (ACCeID and ACC Mail), navigation of registration and payment systems, and Blackboard.
-Informs special populations such as students with disabilities, dual credit, veterans, and foster care students of available intervention resources, ACC programs, and support staff upon enrollment.
-Works collaboratively with student services 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 and increase the first time resolution (FTR).
-Coordinates and transfers second level requests once all resources have been exhausted at the first level of support.
-Enters all district wide second level technical issues into the Mojo ticketing system and monitors progress through to resolution with IT.
-Maintains assigned work schedule, complete assignments and tasks, follows district wide procedures, policies, and guidelines, while

19 hours per week as assigned within the hours of operation: Monday- Thursday 8 am- 7 pm, Friday 8 am- 5 pm, Saturday 10 am- 4 pm

*This position is part of the virtual workforce, 100% remote. *

Bilingual preferred — English/Spanish

Knowledge

  • Help Desk policies, standards, and protocols pertaining to the following areas: Admissions and Records, Financial Aid, Business Services, Distance Learning, Blackboard, Student Accessibility Services, Recruitment and Enrollment, Advising, High School Programs, and Continuing Education.
  • Best practices for higher education help desk; call center customer service principles and protocols
  • Student database systems including Constituent Relationship Management Recruit system, ACCeID Management system, and Colleague (Ellucian product/Datatel)
  • State and federal policies pertaining to students in Higher Education including Family Educational Rights and Privacy Act

Skills

  • 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

Technology Skills

  • Demonstrated proficiency using standard office software applications and student information and database systems.

Required Work Experience

  • As required.

Preferred Work Experience

  • None

Required Education

  • As required.

Preferred Education

  • None

Special Requirements

  • None

Other Preferred Qualifications

  • None

Physical Requirements

  • Work is performed in a standard office environment.
  • Subject to standing, walking, sitting, bending, reaching, kneeling, pushing, and pulling.
  • Occasional lifting of objects up to 30 pounds.

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.

Pay Rate
$16.60/Hour

Number of Openings:
1

Job Posting Close Date:
March 18, 2022

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*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 and Administrators Only). Part-time and Hourly employees participate in the ACC Money Purchase Plan (ACCMPP) as a retirement program required by federal law.

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*EEO Statement*_
The Austin Community College District is an Equal Opportunity Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, political affiliation or other protected categories.

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*Clery Act*_
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.

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*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.


 
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Contact Information

 
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