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Technical Call Center Representative
Information Services - HINS
Full-Time Staff

The Technical Call Center (TCC) Representative is responsible for providing customer support concerning technical issues, questions and requests, including: network access, file storage, applications/software, e-mail, audio visual equipment, PC performance, printing, phones and mobile devices. This includes receiving, prioritizing, documenting and actively resolving customer help requests and escalating incidents when considered appropriate and necessary to maintain service level management (SLM) expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help.

Field all incoming requests (via telephone, in-person, email or form) to the Technical Call Center (TCC) and ensure courteous, timely and effective resolution of end user technical issues and service requests. Document and verify all pertinent user identity information according to college security and privacy policies and collect required information related to the nature of issue/request. Use diagnostic tools, knowledge base, and procedures to aid in solving issue on the initial call.  Document all troubleshooting steps and actions taken. Conduct tests to ensure issue resolved.

Monitor status of work orders. Escalate unresolved issues to the appropriate team(s) or department(s). 
Assist IT professionals with troubleshooting; perform hands-on assistance in computer labs and smart rooms, if necessary.
Upon resolution, review work order information, actions taken, and communicate updates and final resolution to customer(s) based on service levels. Confirm with customer that issue was resolved.
Monitor trends in incidents and alert management for possible mass outages and escalation of issues.

Stay abreast of all College supported applications, services and technology. 
Participate in projects to test and perform quality assurance of new/changed services prior to implementation. 

Maintain and update Knowledge Base System (First Level Support). 
Develop short help and FAQ documents for customers. 
Create content and update technology web pages using the Content Management System.

Run (Cisco) call metric reports and track in Excel for management. 
Run (Crystal Reports) work order reports and track in Excel for management. 

Monitor calls of temporary staff for call quality, documenting and rating for management review.
Mentor and train temporary TCC staff on proper processes and procedures.

Ability to work a flexible schedule, including regularly-scheduled evening and weekends in order to accommodate the needs of the College. Annual leave cannot be taken during peak times.



A minimum of six (6) months of technical service desk, call center or customer service experience is required.

Associate's degree in the field of information systems, computer science, business administration or a related discipline.

Demonstrates knowledge in: Cisco IP ACD, IT Service Management Tools, Fischer Password Management. 

Basic knowledge with: Windows OS, iOS,  Mobile Devices, MS Office/Exchange/Office 365, Printers, Audio Visual Equipment, Ellucian Colleague, MyAACC Portal, College Website, 25Live.

Excellent oral, written and interpersonal communication skills, including a demonstrated ability to provide clear, concise directions and guidance.

Ability to provide excellent customer service in a prompt, cooperative and friendly manner.
Ability to deal tactfully and effectively with students, faculty, staff and the public.

Demonstrated record of punctuality and dependability.

Current beginner-level certifications in HDI, SCA,  A+, MTA, ITIL Foundation or other related discipline.

Minimum of one year experience in a technical service desk or call center environment.

Variable. Will include weekends
Cover Letter, Resume/Curriculum Vitae
Anne Arundel Community College is an Equal Opportunity Employer. 
As a condition of employment and in connection with your employment application process, Anne Arundel Community College shall conduct a background check on all candidates selected for employment. The information contained in such background reports shall be used for job relevant employment purposes. All offers of employment are contingent upon the favorable results of a background check screening.
While we appreciate your interest in employment with Anne Arundel Community College, we regret that we are unable to sponsor employment Visas for job applicants at this time.
College Statement on Diversity
Anne Arundel Community College (AACC) has responded to the needs of a diverse community for more than 50 years by offering high quality, affordable and accessible learning opportunities. Established in 1961, AACC is a fully-accredited, public two-year institution that offers national and regional studies that can lead to a degree or certificate, industry credential, transfer to a four-year institution, or career enhancement, personal enrichment and lifelong learning. AACC is committed to supporting and sustaining a diverse and inclusive educational environment with learning as our central mission. Diversity is not merely a goal but a value that is embedded throughout the institution in multiple areas including (but not limited to): learning, teaching, student development, institutional functioning, and engagement in partnerships with the local and global community.
•AACC is an equal opportunity employer who values the power of diversity and the strength it brings to the workplace.