Student IT support agents learn by helping others

Kit Hayes

12 Feb 2026

Xavier Vaughn and Charlene Akese at the 4Help support desk — Xavier Vaughn (at left) and Charlene Akese are two of the student 4Help agents who can help with your IT questions. Photo by Jer Segarra for Virginia Tech.

When you contact 4Help for IT support — whether you call, fill out an online ticket, email, or stop by the Help Desk in Torgersen Bridge — your case is handled by a real person. No matter what day it is, no matter what time it is.

And, there’s a good chance that person who responds to you is a Virginia Tech student. Student support agents make up roughly half of front-line staff at 4Help. These students work part-time not just to supplement their income, but to fortify their communication and technical skills and build their professional networks.

“One of the most impactful investments we make each year is in our student employees,” said Ryan Wellar, executive director for user experience and engagement within the Division of Information Technology. “Our student team not only allows us to better serve the university, but also to provide them with meaningful employment and real-world experience, so that when they enter the workforce, they are equipped to thrive in a professional environment and face the challenges of an ever-changing world.”

Expanding capacity for IT support and customer service

Student employees play a critical role in expanding the Division of IT’s ability to serve the Virginia Tech community. During the 2025 fiscal year, 4Help handled over 65,000 user support tickets, and student-wage employees in the IT Support Center worked a total of 7,579 hours to help process these tickets.

“With capable students on our team, we create greater flexibility and responsiveness across our service offerings, while reducing response times,” Wellar said.

With their flexible schedules, students help ensure that 4Help is staffed 24/7, 365 days a year, particularly during high-volume periods such as the start of each semester, as well as when significant changes to IT services are impacting students and employees. It’s also largely thanks to the availability of student agents that 4Help was able to bring back in-person support to the Blacksburg campus after a nearly five-year hiatus.

This flexibility benefits students too, giving them practice in balancing coursework as well as family and personal commitments. Tarun Singh, who recently completed his Master of Engineering degree, worked for 4Help in the greater Washington, D.C., area.

“I appreciate that my role was mostly virtual, and 4Help is great about adjusting around a student’s schedule. That makes it easier to focus on schoolwork, and work from anyplace without having to travel," Singh said.

student IT support agent assists another student — Xavier Vaughn (right) has worked with 4Help for nearly two years. Photo by Jer Segarra for Virginia Tech.

Real-world experience that lasts a lifetime

For the students, working with 4Help provides more than just a paycheck.

They develop essential skills — communication, teamwork, time management, and problem-solving — that will serve them well in any career they pursue.

“I enjoy the opportunity to provide support to a wide range of people whether it be students, professors, or parents,” said Charlene Akese, a senior majoring in cybersecurity management and data analytics. “Over the year I’ve worked here, 4Help has helped me build a solid foundation, and it's been very interesting to see how the communication skills, problem-solving, and adaptability I developed throughout my time here have helped me stand out in my internships and other early career experiences.”

Joining the IT Support Center is many students’ first foray into professional service. Their work at 4Help allows them to apply and expand their customer service skills as they gain hands-on experience troubleshooting issues, collaborating on projects, and learning from experienced mentors invested in their success.

“This job allows me to merge my passion for helping others with the opportunity to gain valuable industry experience,” said Sameria Lamberth, a junior also majoring in cybersecurity management and data analytics. “I’d recommend this role to anyone who enjoys working in the IT space and can communicate effectively. It has been an excellent foundation for preparing me for consulting and technology internships.”

Xavier Vaughn, a junior majoring in computer science, said, “I enjoy learning more about technology and I like to help people when I'm able. I like that this job allows me to apply the computer skills I've learned.”

The full-time staff at 4Help have been working on the team, and with students, for many years. They not only offer a wealth of knowledge to students just getting started in their IT support roles, but have developed an understanding of the unique needs of students who are navigating school and career choices.

“I genuinely appreciated working with a team that is so friendly and always willing to help you out when needed,” Singh said.

“Hiring students is more than just a practical staffing solution — it’s a commitment to mentorship, workforce development, and the future of the university,” Wellar said.

Applications for student 4Help support agent positions will open in early March, where they are posted on Handshake. Interested Virginia Tech students from any major are welcome to apply.