Helpdesk Operator

Troy University; Troy (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

Troy University is seeking an IT Helpdesk Assistant to support callers, perform basic troubleshooting, and guide users to knowledge resources. The role involves creating helpdesk accounts, submitting and managing tickets, and using history tools to resolve issues.

Hours are Monday–Friday with weekend shifts as listed, and additional duties may be assigned. Background checks apply per university policy.

Qualifications

• High school diploma or equivalent.
• Basic computer knowledge.
• Customer service skills.

Responsibilities

• Answer IT Helpdesk phone calls and provide basic troubleshooting.
• Direct callers to online knowledge base and other resources.
• Assist callers in creating helpdesk accounts and submitting tickets; use support history tools.
• Submit, review, update, and close tickets as needed.
• Direct callers to appropriate further assistance if issue is not supported by IT Helpdesk.
• Rotate and log backup tapes, as covered in training.
• Perform other duties as assigned.

Skills

Customer service

Basic computer knowledge

Education

High school diploma or equivalent

Job description

responsible for answering IT Helpdesk phone calls; providing basic troubleshooting for computer problems covered in training; directing callers to online knowledge base, and other resources, for additional support when applicable; assisting callers in creating helpdesk accounts, submitting tickets and utilizing support history tools; submitting, reviewing, updating, and closing tickets for callers as needed; directing callers to appropriate further assistance if issue is not supported by IT Helpdesk; rotating and logging backup tapes, as covered in training; and other additional duties as assigned.

Minimum Qualifications

• High school diploma or equivalent
• Basic computer knowledge
• Customer service skills

Preferred Qualifications

• Experience working as a helpdesk operator

Will this position require driving (personal vehicle, university vehicle, utility vehicle, or golf cart) in order to perform the job duties?

No

Work Hours

Monday through Friday, 8:00-7:00
Saturday, 10:00-2:00
Sunday, 1:00-5:00

List any hazardous conditions or physical demands required by this position

NA

Does this position have supervisory responsibility?

Last Day a Reference Provider Can Submit Reference

Qualified applications will be made available to the department/committee for review immediately upon submission. We ask that you provide email addresses for your reference providers and please be certain that the email addresses you list are accurate. If you are selected as a candidate for consideration by the department/committee, an instructional email will be sent to your reference providers to ask that they submit a reference letter on your behalf via a link to our reference portal. Separate reference letters will be requested for each position to which you apply (if applicable), so your reference providers will be contacted separately for each application on which you list them. Reference letters will not be copied from one application to another. You can assure your reference providers that our system is secure and that all letters are confidential. If your reference providers have trouble using the reference portal, please advise them to contact [e-mail].

Supplemental Questions

• * How did you hear about this employment opportunity?
  • Troy University employment website (www.troyuniversityjobs.com)
  • Chronicle of Higher Education
  • Higher Ed Jobs
  • Social Media website
  • Indeed
  • Other employment website (please specify below)
  • Employee Referral (please specify below)
  • Local newspaper (please specify below)
  • Professional journal (please specify below)
  • Other source (please specify below)
• Please specify:

  (Open Ended Question)

• * Do you currently work in another position for Troy University?
  • No
  • Yes - if hired for this position, intend to resign from other position
  • Yes - if hired for this position, intend to keep other position
• * Do you have a high school diploma or equivalent?
  • Yes
  • No

Required Documents

• Resume
• Cover Letter
• List of References

Optional Documents

• Letter of Reference 1
• Other Document

- Employment is contingent upon a satisfactory background check.
- Troy University is an Equal Employment Opportunity and affirmative action employer.
- Troy University participates in eVerify.