Driven. Engaging. Innovative. Do these words motivate you? If so, then we want to talk with you.

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

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

Benefits

About Us

Academy of Art University, established in 1929 by Richard S. Stephens, transforms aspiring students into professional artists and designers. For three generations, the Stephens family has been devoted to the development of aspiring artists and has held the fundamental belief that with proper instruction, hard work and dedication, students can learn the skills necessary to become artistic professionals.

Academy of Art University

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Online Help Desk Technician