IT Call Center Agent 1 (Student Position)

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 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 atferris.edu. 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.