IT Service Desk Rep I (Student Position)
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Job no: 498389
Work type: Student Employment - General
Location: Big Rapids, MI 49307
Categories: Student Employment - General
| Position Title: |
IT Service Desk Rep I (Student Position) |
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| Location: |
Big Rapids, MI 49307 |
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| Department: |
IT
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| Advertised Salary: |
$13.73 |
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| Summary of Position: |
The IT Service Desk Representative role will be to service customers in the service desk areas including the Walk-Up, Call Center, and Hardware Repair. This position will be tasked with learning how to use the ticketing software and assisting customers with technology resolutions. |
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| Position Requirements: |
Basic knowledge and a general understanding of Windows and Apple hardware/software is preferred.
Must be willing to enroll and participate in vendor certifications.
Operates a university or personal vehicle safely while carrying out job responsibilities. Will authorize, pursuant to university policies and procedures, a driving record check, and will meet the driving authorization requirements through the course of employment in a position where you are authorized to drive a vehicle as part of our duties.
Must be able to work independently on assigned projects.
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. |
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| Essential Duties/Responsibilities: |
View job assignments
Have ability to know when to escalate ticket to full time staff for assistance.
Update tickets with appropriate comments and note entries of activities
Close ticket with resolutions entered upon completion of ticket.
Learn how to use call tracking software to enter work orders and to assist customers on the phone and chat.
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.
Password resets/MFA resets.
Intake of devices for Hardware Repair, following the directions to intake devices will ensure nothing gets forgotten or lost in transfer from front to back.
Troubleshooting device issues, determining whether a device can be returned to working order through software or driver updates.
Installing software needed for classes, we get a lot of people coming in for assistance installing Microsoft Project, or any of the Autodesk titles needed for class.
Taking request for ticket creation to address connectivity issues whether they be in a certain building on campus or in the customers dorm, and assigning the tickets to the necessary teams.
Driving of University vehicles for delivery and pick up of equipment on and off campus may be necessary. |
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| Number of Positions Available: |
4 |
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| Documents Needed to Apply: |
Class Schedule |
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| Job Close Date: |
December 31, 2026 |
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| EEO Statement: |
Ferris State University, an Equal Opportunity employer, is committed to cultivating an environment of belonging that values, respects, supports, and celebrates individual similarities and differences within its community, allowing students, faculty, and staff to thrive authentically. 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 at ferris.edu. For more information on the University’s Policy on Non-Discrimination, visit: Ferris Non-Discrimination Statement. |
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Advertised: Eastern Standard Time
Applications close: Eastern Standard Time
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