Customer Service Representative

Information Technology Support Specialist

Provide comprehensive information technology support of related online services and resources oriented toward an academic environment. Assist faculty, staff and students with information technology problems and recommendations concerning integration of various information technology systems, connectivity issues, configuration and training, integration with other systems within an educational environment.

Salary Grade: 11

Please see Staff Compensation Structure or Skilled Crafts and Service Maintenance Compensation Schedule for salary ranges. For salary grade UC, these positions are "Unclassified" and salary ranges are determined by the hiring department.

Essential Duties and Responsibilities:

1. Provide a courteous, warm, and welcoming environment to greet clients as they enter the ITS Service Desk. Engage clients while at the Service Desk and provide technical assistance as appropriate in a timely and polite fashion.

2. Work the ticket queue within the IT Service Management (ITSM) software system to direct tickets to the appropriate personnel. Create and update client tickets as appropriate. Provide ticket resolutions whenever possible as associated with client's tickets.

3. Assist in distributing software to clients that have requested specific ITS licensed software. Also assist in the software return procedures once the software has been returned by the client.

4. Provide front-line support to walk-in clients for internet connectivity, wireless and email setup, and password resets as well as general assistance as appropriate.

5. Help provide ITS Service Desk phone support through the ACD phone system.

6. Assist the Campus Card office by making cards during peak and busy times in the course of the year. Busy times include but are not limited to semester start-ups, orientations, special camps and any related carding project.

7. Provide follow-up assistance to clients by phone or email when applicable.

8. Provide operational assistance and training on various University information technology data and/or voice systems by answering questions regarding the use and configuration of systems.

9. Remain current on information technology issues related to an academic environment and provide information and assistance to clients regarding how these changes impact our University environment.

10. Perform related duties as assigned.

Minimum Qualifications:

High school diploma or equivalent AND Two years' customer service experience in a Call Center/Service Center environment. Basic computer related skills with general knowledge of desktop software applications.

Preferred Qualifications:

N/A

Knowledge, Skills, and Abilities:

1. Exceptional interpersonal and customer service skills.

2. Excellent oral and written communication skills.

3. Ability to focus on detail.

4. Basic knowledge of electronic devices (computers, tablets and smart phones) and their supported operating system.

5. Basic skills with desktop software applications such as Word and Excel.

6. Ability to show and teach others how to use information technology.

7. Ability to learn new technologies.

8. Trouble shooting aptitude.

Working Conditions and Physical Effort:

1. Work is normally performed in a typical interior/office work environment.

2. No or very limited exposure to physical risk.

3. No or very limited physical effort required.

Instructions for Applying:

All applicants must apply online by attaching a cover letter and resume which includes the names and addresses of 3 professional references. We will accept applications only from persons with indefinite employment authorization in the U.S., and will not sponsor for nonimmigrant or immigrant status for this position.

Equal Employment Opportunity Statement:

Mississippi State University is an equal opportunity institution. Discrimination is prohibited in university employment, programs or activities based on race, color, ethnicity, sex, pregnancy, religion, national origin, disability, age, sexual orientation, genetic information, status as a U.S. veteran, or any other status to the extent protected by applicable law. Questions about equal opportunity programs or compliance should be directed to the Office of Civil Rights Compliance.

What do I do if I need an accommodation?

In compliance with the ADA Amendments Act (ADA), if you have a disability and would like to request an accommodation in order to apply for a position with Mississippi State University, please contact the Department of Human Resources Management.