• Job Description

  Req#: R-7759

  Job Posting Closing Times: Job postings are removed from advertising at 12:00 A.M. on the closing date e.g., at midnight on the day before the closing date.

  Austin Community College employees are required to maintain a domicile in the State of Texas while working for the college and throughout the duration of employment. – AR 4.0300.01

  If you are a current Austin Community College employee, please click this link to apply through your Workday account.

  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 II, Student Help Desk (Hourly)

  Job Description Summary:

  To provide complex specialized services and support to departmental office or program.

  Job Description:

  Description of Duties and Tasks

  1. Receives, records, identifies, and prioritizes work assignments via phone, email, and live chat from current, former, and future ACC students.

  2. 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, and Continuing Education, and Adult Education.

  3. Maintains continued responsibility for all knowledge, skills, abilities, and duties to ensure students have access to all student support services.

  4. Assists prospective and new students in enrolling and registering in Austin Community College by reviewing application, steps to enroll, financial aid information, and registration.

  5. 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.

  6. 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.

  7. Works collaboratively with student affairs and other departments to remain current on college information, class information, and to ensure student satisfaction and consistent messaging district wide.

  8. 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).

  9. Coordinates and transfers second level requests once all resources have been exhausted at the first level of support.

  10. Enters all district wide second level student technical issues into the Mojo ticketing system and monitors progress through to resolution with IT.

  11. Maintains assigned work schedule, completes assignments and tasks, follows district wide procedures, policies, and guidelines, while providing exemplary customer service.

  Knowledge

  • Processes, practices, and procedures related to the departmental work being done.

  Skills

  • Maintaining an established work schedule.

  • Effectively using interpersonal and communications skills including tact and diplomacy.

  • Effectively using organizational and planning skills with attention to detail and follow-through.

  • Maintaining confidentiality of work-related information and materials.

  • Establishing and maintaining effective working relationships.

  Technology Skills

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

  Required Work Experience

  • As required.

  Preferred Work Experience

  • Call Center experience

  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.

  • Full remote

  Pay Rate

  $24.10/hour

  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.

  Number of Openings:

  1

  Job Posting Close Date:

  June 13, 2025

  Clery Act

  As required by the US Department of Education, employees are required to report violations under 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.

  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 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 at its discretion to enable individuals with disabilities to perform essential functions of the job.

• About the company

  The Austin Community College District is a public community college system serving the Austin, Texas, metropolitan area and surrounding Central Texas communities.

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