Online Help Desk Technician

Driven. Engaging. Innovative. Do these words motivate you? If so, then we want to talk with you. Academy of Art University offers a rewarding employment experience for those who excel in a dynamic environment and who can consistently deliver high-caliber customer service. We thrive on ingenuity and pursue ideas every day that lead to extraordinary opportunities for tomorrow.  Apply here for your next career!

At Academy of Art University, we believe in fostering growth and professional development and supporting team members. If you have an appreciation for the arts and a passion for education, we invite you to apply for our Online Help Desk Technician role. The ideal candidate works well independently and as part of a team, has exceptional attention to detail and problem-solving skills. The Online Help Desk Technician will support faculty and students with any questions they may have regarding the use of online educational systems, browser configurations, the downloading and uploading files and any other technical or administrative issues they might encounter while participating in their online classes. The focus of this position is to resolve user problems as quickly and as courteously as possible.

This is a fully remote role, working the hours of 3:30pm – 12:00am PST, Monday – Friday.

Job Responsibilities:

• Provide knowledgeable and empathetic support to students, faculty, and staff via phone and email.
• Communicate complex technical information clearly to both technical and non-technical users, including file management, browser configuration, and technical issues encountered in online classes.
• Log and document all interactions, including successful and unsuccessful attempts, actions taken, and final resolutions.
• Assist community members with questions regarding ArtU. Direct folks to various university resources.
• Guide users through troubleshooting steps and identify when to escalate cases to the appropriate department.
• Quickly learn and navigate all software supported by our team.
• Share user feedback and insights to identify trends and improvement opportunities within the online system.
• Familiarize yourself with the Knowledge Base and Canned Action library, maintaining engagement with the content.
• Work remotely in a secure environment, both independently and collaboratively.
• Prioritize, organize, and accomplish tasks logically and efficiently.
• Assist with administrative tasks and special projects as needed.
• Perform other duties as assigned by the Online Help Desk Manager

Requirements:

• Must have at least one - two years in a customer service position; help desk experience preferable and within an educational setting
• Must possess excellent knowledge of both PC and Mac operating systems, mobile OS and have familiarity with Microsoft Office suite
• Knowledge of Internet browsers, and an excellent ability to use and navigate the Internet is essential
• Must have excellent troubleshooting skills, be able to provide quality customer service and work well with other staff, faculty, and students
• An ability to communicate well both verbally and in writing is required
• Knowledge of relevant specialty software, (e.g., Adobe Creative Cloud Suite, Maya, Studio Max, MX Flash, Quark, Final Cut, Avid Xpress, AutoCAD, After Effects, Motion Pro) a plus but not required

Compensation:

$17.50/hr - $19.50/hr
Based on experience and location

Job Application Deadline Date: November 29, 2024

Academy of Art University is based solely in San Francisco, California. This job opportunity may be available for remote work from a predesignated location within the contiguous United States.

Academy of Art University is an equal opportunity employer.  All applicants will be considered regardless of age, Aids or HIV positive status, marital status, domestic partnership, medical condition or genetic characteristics, race or national origin, pregnancy, religion, sex, gender identity, gender or sexual orientation, name change, citizenship, physical or mental disability, veteran status or other status protected by federal, state, local or other law. Academy of Art University will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Equal access to the hiring process, services, and employment is available to all persons. Applicants requiring accommodations to the application and/or interview process should contact the Human Resources Department at HR@academyart.edu.