IT Help Desk Agent: Student & Staff Support

Virginia Tech; Blacksburg (VA); On-site; USD 31,000 - 42,000; Full time

Job summary

Virginia Tech is seeking an IT Support Agent to join a call center dedicated to resolving computer user problems. You will communicate with stakeholders via phone or electronic means, determine the required service, and enter information into a ticketing system while resolving issues and, when needed, escalating complex problems.

The role emphasizes stakeholder satisfaction and requires professionalism, strong communication, and Windows proficiency.

Qualifications

• Ability to perform all duties with professionalism, courtesy, and tact in a stressful call center environment.
• Demonstrated strong communications skills to receive, record, and transmit information.
• Demonstrated computer competency in a Windows environment with emphasis on Outlook and web-based applications.
• Demonstrated ability to manage multi-line phones and the ability to multi-task; interface with stakeholders using telephone and computer-based tools such as email or chat while utilizing customer service skills.
• Proven ability to work cooperatively with others, to be a part of a team, to document knowledge and share with others.

Responsibilities

• Resolve common problems and escalate more difficult problems.
• Enter service information into a computerized ticketing system.
• Communicate with stakeholders via telephone or electronic means.
• Strive for stakeholder satisfaction as a primary goal.
• Collaborate with colleagues to document knowledge and share with others.

Skills

Professionalism

Communication skills

Windows competency

Multi-tasking

Teamwork

Tools

Ticketing software

Network management software

Job description

Virginia Tech is seeking an IT Support Agent to join a call center dedicated to resolving computer user problems. You will communicate with stakeholders via phone or electronic means, determine the required service, and enter information into a ticketing system while resolving issues and, when needed, escalating complex problems.

The role emphasizes stakeholder satisfaction and requires professionalism, strong communication, and Windows proficiency.