Location As assigned.
Note: Multiple locations
Hours 8 am – 5 pm
Salary Technician 6/120 ($40,494.00 – $57,849.00)
FLSA Status Non-Exempt
Reports To Manager, IT Support
Criminal Background Check Pre-employment criminal background checks are required for all Staff and Faculty positions. Pre-employment urinalyses drug screens are also required for all top candidates considered for positions in ACC’s College Police department.
Austin Community College (ACC) 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 appropriately 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 underrepresented populations.
Welcomes difference and models respectful interaction with others.
Engages with the community both within and outside of ACC.
The Austin Community College District promotes student success and community development by providing affordable access, through traditional and distance learning modes, to higher education and workforce training in its service area.
For more information, see http://www.austincc.edu/about-acc/mission-statement.
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 underrepresented 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. The College values and is committed to equity, diversity, and inclusion throughout the College community.
General Statement of Job
Maintains, installs, supports, and Austin Community College (ACC) computers, printers, and peripheral equipment; provide basic network support functions and customer assistance services. Additionally, helps install, administer, and support mobile device management, imaging, or specialty applications.
Description of Duties and Tasks
Essential duties and responsibilities include the following. Other duties may be assigned.
Responds to the needs and inquiries of users; explains IT issues, deploys solutions, and follows up with users to assure the stability and functionality of the users’ systems.
Performs computer troubleshooting to diagnose system problem(s) deskside or remotely; analyzes computer functionality; identifies, locates, resolves, and repairs problems within scope of authority, or forwards work orders to appropriate personnel; documents call records and results.
Provides referral to supervisor when problems occur which are beyond the skills of the technician; updates/resolves incident ticket in ticketing system.
Installs new computers for faculty and staff; copies and transfers current files (assists with Google Drive files), and verifies domain security and file sharing protocols; maintains and updates configuration and system information in the ticketing system.
Resolves basic network connectivity problems and assists with basic network administration, if necessary.
Maintains and updates IT systems and equipment; installs software upgrades, enhancements, and revised functions; activates and deactivates network ports.
Identifies and reports technical problems which need to be addressed by improved policies or procedures to next level supervisor or appropriate IT group.
Assists users on software applications usage and configuration issues. Refers to Client Technical Services team for assistance, documentation, and/or addressing training needs.
Installs, administers, and supports mobile device management, imaging, or specialty applications.
Follows up with customers to gauge their satisfaction with problem resolution and update incident ticket in ticketing system, as necessary.
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.
Administration, troubleshooting, and maintenance principles of multiple operating systems (Windows 7/10, Mac OS 10.12+, and mobile operating systems such as iOS, Android, and ChromeOS), and web- and windows-based software applications.
Network hardware, software and peripheral equipment troubleshooting techniques; network support at the end-point level.
Customer service techniques and practices.
Familiarity with remote desktop tools such as LogMeIn, Team Viewer, and MacOS screen sharing.
Familiarity with ADA compliant hardware and software, to include installation and support.
Knowledge of basic Virtual Private Network operations.
Familiarity with Active Directory (AD) and Virtual Desktop Infrastructure (VDI) environments.
Familiarity with command line and/or PowerShell.
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.
Maintaining an established work schedule.
Effectively using interpersonal and communications skills.
Effectively using organizational and planning skills.
Operating and maintaining computer and peripheral equipment safely and competently.
Solving technical problems involving integrated operating systems and hardware platforms.
Responding professionally, effectively, and efficiently to customer service requests.
Prioritizing multiple tasks, projects, and demands.
Use a variety of spreadsheet, word processing, database, and presentation software.
Navigate network domains.
Ability to perform basic printer, network, and browser/Internet troubleshooting.
Required Work Experience
Two years related work experience.
High school diploma or educational equivalent.
CompTIA A +
Other Preferred Qualifications
ITIL Foundations, CompTIA Net+, CompTIA Security+ or other industry certifications
Work is performed in a variety of settings.
Subject to standing, walking, sitting, bending, reaching, pushing, and pulling, and at times subject to stooping, crawling, and climbing.
May need to lift heavy objects of up to 50 pounds.
Specific vision abilities may include close vision, distance vision, color vision, and ability to focus.
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.
HR Use Only
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 Only). Part-time and Hourly employees participate in the ACC Money Purchase Plan (ACCMPP) as a retirement program required by Federal law.
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.