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Information Center Agent

Position Information

Position Information

Working Title: Information Center Agent
Role Title: Computer Operations Technician I
Posting Number: SW0180091
About Virginia Tech:

Virginia Tech is a public land-grant university, committed to teaching and learning, research, and outreach to the Commonwealth of Virginia, the nation, and the world. Building on its motto of Ut Prosim (that I may serve), Virginia Tech is dedicated to InclusiveVT—serving in the spirit of community, diversity, and excellence. We seek candidates who adopt and practice the Principles of Community, which are fundamental to our on-going efforts to increase access and inclusion, and to create a community that nurtures learning and growth for all of its members. Virginia Tech actively seeks a broad spectrum of candidates to join our community in preparing leaders for the world.

Position Summary:

Working as an Information Center Agent focused on resolving computer user problems, an Information Center 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; technical writing skills; and familiarity with network management software.

Preferred Qualifications:

Experience in a technical call center; experience with trouble ticketing software.

Employment Conditions: Must have a criminal background check, Emergency Personnel - health & safety related, Alternate work schedule - If other than M-F, 8-5 please describe below
Must have a conviction check: Yes
Describe Other:

This position has been designated as an “Emergency Position.” When scheduled, employee is required to report to work during authorized closings. After training, the schedule for this position will be Friday, Saturday, Sunday, Monday, and Tuesday, from 12 am. to 9 am. ( Including 1hr. lunch). Schedule is subject to change based on business needs. This position qualifies for a shift differential of $2,080.00 per year in addition to the base salary.

Employment Comments:
How to Apply for this Job:

To evaluate the requirements and apply, candidates may review posting SW0180091 in its entirety at www.jobs.vt.edu. Review of applications will begin February 26, 2018 and continue until the position is filled. Applicants MUST apply on-line to be considered. If you have any questions please contact our Service Center @ 540-231-9331 or email hrservicecenter@vt.edu.

Employee Category: Staff (Salary)
Appointment Type: Regular
If restricted or temporary, enter end date:
FLSA Status: Non-exempt: Eligible for overtime
Academic Year or Calendar Year: Calendar Year
Percent Employment: Full-time
If part time, enter Percent Time:
Pay Band: 3
Pay Range: Commensurate with Experience
Department: User Engagement
Work Location: Blacksburg
Location, if not Blacksburg:
Location Zip Code: 24060
Work Schedule: Shift is 12a to 9a (including a 1 hour lunch) on Friday, Saturday, Sunday, Monday and Tuesday
Posting Date: 02/12/2018
Review Begin Date: 02/26/2018
Job Close Date:
Restricted to university employees only?
Equal Opportunity/Affirmative Action Statement:

Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, gender, gender identity, gender expression, national origin, political affiliation, race, religion, sexual orientation, genetic information, or veteran status; or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees, or applicants; or any other basis protected by law.

For inquiries regarding non-discrimination policies, contact the executive director for Equity and Access at 540-231-2010 or Virginia Tech, North End Center, Suite 2300 (0318), 300 Turner St. NW, Blacksburg, VA 24061.

Reasonable Accommodation Statement:

If you are an individual with a disability and desire accommodation please contact the hiring department.

Quick Link: http://listings.jobs.vt.edu/postings/83928

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have an Interagency Placement Screening Form (Yellow Form) as issued under Policy 1.30 Layoff? (Commonwealth of Virginia Employees Only)
    • Yes
    • No
  2. * Do you have a Preferential Hiring Form (Blue Form) as issued under Policy 1.30 Layoff? (Commonwealth of Virginia Employees Only).
    • Yes
    • No
  3. * How did you first learn about this job opening?
    • Chronicle of Higher Education - online
    • Chronicle of Higher Education - print
    • Higher Ed Jobs (www.higheredjobs.com)
    • Higher Education Recruitment Consortium - HERC (www.hercjobs.org)
    • Diverse Jobs (www.diversejobs.net)
    • Insight Into Diversity (www.careers.insightintodiversity.com)
    • Indeed (www.indeed.com)
    • Roanoke Times Online (www.jobs.roanoke.com)
    • Commonwealth of Virginia Jobs (www.jobs.virginia.gov)
    • Virginia Tech job site (www.jobs.vt.edu)
    • Facebook
    • LinkedIn
    • Twitter
    • Job Fair (please describe below)
    • Journal (please describe below)
    • Listserv (please describe below)
    • Newspaper - print (please describe below)
    • Professional Conference (please describe below)
    • From a friend/acquaintance not associated with Virginia Tech (please name below)
    • From a Virginia Tech employee/representative/recruiter (please name below)
    • Veteran related event/site (please describe below)
    • Virginia Employment Commission - VEC
    • Other Virginia Tech affiliated website (please describe below)
    • Other job board such as Simply Hired, Career Builder, etc. (please describe below)
    • Other - Not listed (please describe below)
  4. Please describe recruiting source identified in previous question (if applicable):

    (Open Ended Question)

Required Documents

Required Documents
  1. Resume/Curriculum Vita
  2. List of References
Optional Documents
  1. Cover Letter