Job Description

Who is American College of Education

Founded in 2005, American College of Education continues to be a leader in professional development through our online programs. The mission of ACE is to deliver high-quality, affordable and accessible online programs grounded in evidence-based content and relevant application. Our graduates are prepared to serve, lead and achieve personal and professional goals in diverse, evolving communities. As a socially conscious institution, we’re dedicated to making a positive impact and inspiring our students to do the same.

ACE is a premier organization that is continually recognized for its commitment to social responsibility. In 2016, ACE became a Certified B Corporation. As a socially conscious institution, we believe we have a responsibility to our students, alumni, employees, local communities, and society. We strive to make an impact in the world that goes well beyond our bottom line.

Who You Are

You are passionate about helping students achieve their educational goals. You thrive in a competitive and collaborative team environment. You are comfortable working remotely and have experience collaborating with others in a virtual environment. You possess a strong attention to detail.

As the Technology Support Specialist, you support ACE students, faculty and staff by providing the day-to-day technology support and helpdesk services to the enterprise. This includes the management of all end-user devices, hardware, software and in-person support for onsite meetings and office staff. You work collaboratively to support the needs of all departments to ensure the strategic development and ongoing upkeep of all enterprise platforms.

What We Look for in the Ideal Candidate

• Demonstrates self-reliance by meeting/exceeding workflow needs.
• Demonstrates positive attitude and motivation, concern for students, teamwork, and excellent time management skills.
• Follows established processes as outlined by organization and leadership.
• Completes assigned duties based on daily business needs and individual skill set.
• Consistently produces a high volume of quality work.
• Capable, and adapts as needed, to work under pressure and meet tight deadlines.
• Proven ability to work independently with limited supervision and with other department personnel.
• Must support and embrace the College’s B Corp mission to improve the people and communities we serve through our civic engagement initiatives.
• Must have exceptional communication, organization, and time management skills.
• Must be “self-motivated” as well as creative and efficient in proposing solutions to complex, time-critical problems.
• Must be collaborative in driving decisions and a team-player.
• Strong analytical and problem-solving skills with a high attention to detail.
• Builds and maintains student satisfaction.
• Recognizes and anticipates student needs.

Day to Day Responsibilities

In this role you will wear different hats, but your skills will be especially essential in the following areas:

• Fields incoming help requests from end users via both telephone and help desk tickets.
• Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Builds rapport and elicits problem details from help desk customers.
• Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician.
• Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problems have been adequately resolved.
• Images end user devices when needed.
• Performs post-resolution follow-ups to help requests.
• Develops help sheets and knowledge base articles for end users.
• Keeps all asset lists up to date with any adds, moves, or changes.
• Assists with additions, moves, and changes to system access per Human Resources requisitions.
• Assists with updates on distribution lists within email system per Human Resources requisitions.
• Equipment set-up, packaging and delivery to employees as needed.
• Required onsite assistance and support for office staff and all onsite meetings.
• Responsible management of all onsite IT equipment for functionality, reserve inventory and loaner equipment.

Qualifications and Education Requirements

• Associates degree in Information Technology or equivalent experience or relevant IT certification preferred.
• Entry level experience with supporting end user devices and device management.
• Entry level experience in pushing out software updates.
• Entry level experience with managing system security, policies and procedures.
• Knowledge of basic computer hardware.
• Entry level experience with desktop operating systems.
• Entry level application support experience.
• Some proven knowledge of a range of diagnostic utilities.
• Must be within a reasonable commute to our Dallas office.
• Must be willing to work from the Dallas office as needed.

Our Commitment to Employees

Just as we strive to empower our students for success, we also aim to enrich the lives of our employees. For five years, ACE has received recognition as one of Indiana’s Best Places to Work, winning the #1 spot for medium-sized companies in 2020. As a virtual first organization, we celebrate diversity and are committed to creating a family-like inclusive work environment. For our full-time employees, we offer the following benefits:

• Medical, dental, & vision Insurance
• HSA and FSA options
• Paid parental leave
• Paid volunteer time
• Tuition reimbursement & reduction programs
• Generous PTO
• 401k and employer match
• Full-service wellness and EAP program
• Employee recognition and awards programs
• Employer paid life & AD&D insurance
• Short-term disability
• Employer paid long-term disability
• And more…

Physical Demands

The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate with and receive communications from students and ACE employees in real time using online and other electronic media.

Diversity

At American College of Education, we believe that the best learning environment for students and staff is one in which we encounter viewpoints and experiences that are different, yet complementary to ours. This environment is fostered by the presence of persons with diverse backgrounds.  We recognize that acknowledging diversity is a necessary precondition, but sustained effort is necessary to ensure equity and greater inclusion.  Through strategic planning and initiatives, we seek to develop programs that promote equity and inclusion for everyone so that all members of ACE’s community can reach their full potential. To create and maintain a truly diverse, equitable and inclusive learning community, we strive to make all feel equally valued, and we uphold our Commitment to Freedom of Expression.  We may celebrate diversity, but we “live” inclusion.

Additional Notes

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

American College of Education seeks to attract and retain a diverse staff consistent with its diverse student body and surrounding communities.

ACE is an Equal Opportunity Employer.

How to Apply

Job Categories: LGBT. Job Types: Full-Time. Job Tags: Education, IT, Support, and  customer service. Salaries: Not Disclosed.

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