IT Call Center Agent 1 (Student Position)

Ferris State University; Big Rapids (MI); On-site; USD 17,908 - 19,286; Part time

Job summary

Ferris State University is seeking an IT Call Center Agent I (Student Position) in Big Rapids, MI. The role handles incoming support calls and tickets, aiming to resolve entry-level IT issues while learning 15-20 resolutions and routing more complex problems to technicians.

Ideal candidates communicate effectively, work well in teams, and can work independently on assigned tasks in a fast-paced university environment. Open to student employment through IT Services until the posted close date.

Qualifications

• Excellent written and verbal communication in a fast-paced environment.
• Ability to work independently on assigned projects.
• Strong teamwork and collaboration with IT staff and end users.
• Experience assisting customers with software or hardware questions is a plus.

Responsibilities

• Learn to use call tracking software to enter work orders and assist customers on phone and chat.
• Work within a team to solve problems and also handle independent tasks.
• Collaborate with technicians to resolve computer-related issues.
• Troubleshoot printer problems and Smart Classroom Technology as needed.
• Verify that solutions resolve users' problems through follow-up via phone or email.
• Research and ask questions to resolve technical issues and document resolutions.

Skills

Communication

Independence

Teamwork

Customer service

Job description

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)

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 .

Advertised: 01 Aug 2026 Eastern Daylight Time
Applications close: 30 Sep 2026 Eastern Daylight Time