IT Call Center Agent 1 (Student Position

Job no: 498035

Work type: Student Employment
- General

Location: Big Rapids, MI 49307

Categories: Student Employment
- General

Position Title: IT Call Center Agent I (Student Position)

Department: IT Services

Advertised Salary: $13.73- $13.99

Summary of Position: The primary role of a Level 1 Call Center Agent is to manage incoming support/request calls from faculty/staff/students to resolve entry-level issues. This position will be tasked with learning 15-20 over-the-phone technology resolutions and/or working within the IT ticketing system to task more complex issues to a technician.

Position Requirements:

• Exceptional communication/decision making skills (phone, email, chat, and in person) in a fast-paced environment.
• Supports all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy.
• Must be a team player and able to work with many different people. Essential Duties/Responsibilities:
  
  - Call Center Agents will learn how to use call tracking software to enter work orders and to assist customers on the phone and chat.
• Call Center Agents will work as part of a team to solve problems when needed but must also be able to work independently on assigned projects.
• They will work with technicians to resolve customer computer-related problems.
• May involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Determines the most effective manner to resolve customer's technical issue. Engages in research and ask questions to resolve technical issues
• Updates tickets with appropriate journal entries of activities and closes tickets with resolution entered upon completion of the job. Number of Positions Available: 3 Documents Needed to Apply:
  Resume/Class Schedule Job Close Date:
  September 30, 2026 EEO Statement:
  Ferris State University, an Affirmative Action/Equal Opportunity employer, is committed to enhancing equity, inclusion, and diversity within its community. Ferris offers employment opportunities to qualified candidates seeking careers in a student-focused environment that values opportunity, collaboration, diversity and educational excellence. Learn more about the Ferris Mission and community . The University actively seeks applications from women, minorities, individuals with disabilities, veterans, and other underrepresented groups.
  
  For more information on the University’s Policy on Non-Discrimination, visit:
  Ferris Non-Discrimination Statement.

Advertised: 01 Aug 2026 Eastern Daylight Time

Applications close: 30 Sep 2026 Eastern Daylight Time