IT Call Center Agent ; Student Position

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

Location: Big Rapids, MI

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:

• Must be able to work independently on assigned projects also.
• 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 asks 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: 4

Documents Needed to Apply: Resume/Class Schedule

Job Close Date: Feb 28, 2026

EEO Statement: Ferris State University, an Affiritive 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.