Academic IT Help Desk Specialist

Mississippi State University; Starkville (MS); On-site; USD 30,000 - 38,000; Full time

Job summary

Mississippi State University is seeking a Call Center Representative to support a comprehensive IT environment for faculty, staff, students, retirees, and affiliates. You will handle front-line IT issues, document interactions in the Service Desk, and route calls to the appropriate ITS personnel. Supervisory duties for student workers may be included.

The role emphasizes strong customer service, urgency, and the ability to explain IT concepts to users in an educational setting.

Qualifications

• High school diploma or equivalent and 1 year of customer support experience.
• Preferred: IT work experience and academic environment exposure.
• Strong interpersonal, communication, and keyboarding skills.

Responsibilities

• Provide front-line IT support to resolve client issues.
• Handle phone-based IT support via the ACD system.
• Document calls and update Service Desk tickets.
• Coordinate with ITS staff and escalate as needed.
• Direct calls to appropriate faculty or staff.
• Oversee Call Center student workers.

Skills

Interpersonal skills

Customer service

Oral & written communication

Concentration

Keyboarding

Learning new technologies

PC literacy

Teamwork

People skills

Education

High school diploma or equivalent

Tools

ACD phone system

TeamDynamix ITSM

CSpire Broadworks

Job description

Mississippi State University is seeking a Call Center Representative to support a comprehensive IT environment for faculty, staff, students, retirees, and affiliates. You will handle front-line IT issues, document interactions in the Service Desk, and route calls to the appropriate ITS personnel. Supervisory duties for student workers may be included.

The role emphasizes strong customer service, urgency, and the ability to explain IT concepts to users in an educational setting.