Helpdesk Operator III

Troy University; Troy (AL); On-site; USD 40,000 - 55,000; Full time

Job summary

Troy University is looking for a Helpdesk Operator III in Troy, Alabama. This role entails providing exceptional helpdesk support and managing university-owned cellular devices. The operator will assist staff and students by applying effective IT solutions and support.

Qualifications include a Bachelor’s degree in a related field or 2-3 years of helpdesk experience. The ideal candidate should have troubleshooting skills, good customer service, and experience in mobile phone support.

Qualifications

• Bachelor’s degree or 2-3 years of related helpdesk experience.
• Experience providing basic troubleshooting support, including password resets.
• Experience with mobile phone support, including activation and backups.

Responsibilities

• Provide helpdesk support and review calls through helpdesk software.
• Escalate calls when necessary to ensure resolution.
• Assist IT Facility Manager and Senior Support Specialist with daily tasks.
• Manage university-owned cellular devices including activation and upgrades.
• Maintain accurate device plans in the system.

Skills

Helpdesk support

Troubleshooting support

Customer service skills

Mobile phone support

Education

Bachelor's degree in a related field

2-3 years of related helpdesk experience

Job description

Helpdesk Operator III

Position in Information Technology provides helpdesk support and escalates call issues via helpdesk software. Ensures faculty, staff, and students receive exceptional support by applying Troy processes. Assists the IT Facility Manager and Senior Support Specialist. Manages all university‑owned cellular devices—ensuring functionality, maintaining accurate plans, handling new orders, upgrades, disposal, setup, backups, and device wiping.

Responsibilities and Duties

• Provide helpdesk support and review calls through helpdesk software.
• Escalate calls when necessary to ensure resolution.
• Assist IT Facility Manager and Senior Support Specialist with daily tasks.
• Manage university‑owned cellular devices: activation, upgrades, disposal, backups, and wiping.
• Maintain accurate device plans in the system.

Work Hours

Monday – Friday, 8:00 a.m. – 5:00 p.m. (additional hours as needed).

Location

Troy – T01

Minimum Qualifications

• Bachelor’s degree in a related field, OR 2‑3 years of related helpdesk experience.

Preferred Qualifications

• Experience providing basic troubleshooting support, including password resets.
• Experience with mobile phone support (activation, backup, email setup, 2FA).
• Excellent customer service skills, especially during busy periods.