4Help IT Support Agent

Job Description

Working in a call center focused on resolving computer user problems a 4Help IT Support Agent communicates with stakeholders using a telephone and/or electronic means determines what service is needed and enters the pertinent service information into a computerized ticketing system and resolves common problems and escalated more difficult problems. Stakeholder satisfaction is at the forefront of our goals. Our stakeholders include but are not limited to students staff faculty internal and external associates peers colleagues and community members.

Required 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; ability to interface with stakeholders using the telephone and computer-based tools such as email or chat while utilizing customer service skills to include customer needs assessment and evaluation of customer satisfaction
- Proven ability to work cooperatively with others to be a part of a team to work together and a willingness and ability to document knowledge and share with others.

Preferred Qualifications

- Experience in a technical call center
- Experience with trouble ticketing software
- Technical writing skills
- Familiarity with network management software.

Pay Band

3

Overtime Status

Non-Exempt: Eligible for overtime

Appointment Type

Regular

Salary Information

$36501

Hours per week

40

Review Date

8/21/2026

Additional Information

The successful candidate will be required to have a criminal conviction check.

Sponsorship is not available for this position.

About Virginia Tech

Dedicated to its mottoUt Prosim(That I May Serve) Virginia Tech pushes the boundaries of knowledge by taking a hands-on transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world Virginia Tech is aninclusive communitydedicated to knowledge discovery and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36000 undergraduate graduate and professional students in eightundergraduate colleges aschool of medicine aveterinary medicinecollegeGraduate School andHonors College.The university has a significant presence across Virginia including Blacksburg the greater Washington D.C. area the Health Sciences and Technology Campus in Roanoke sites in Newport News and Richmond and numerousExtension officesandresearch institutes.A leading global research institution Virginia Tech conducts more than $650 million in research annually.

Virginia Tech endorses and encourages participation in professional development opportunities and university shared governance. These valuable contributions to university shared governance provide important representation and perspective along with opportunities for unique and impactful professional development.