Helpdesk Operator III

Troy University; Troy (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Troy University’s Information Technology department seeks a Helpdesk Operator III to provide helpdesk support for faculty, staff, and students, escalate calls as needed, and ensure IT processes are followed. The role also manages University-owned cellular devices, assists with orders, upgrades, disposal, set-up, backups and wipe procedures.

Work hours are Monday–Friday, 8am–5pm, with additional hours as needed. Employment is contingent upon a satisfactory background check.

Qualifications

• Bachelor’s degree in a related field, OR 2–3 years of related helpdesk experience.
• Experience providing basic troubleshooting, including password resets.
• Experience providing mobile phone support such as activating service, backups, and setting up email and 2FA.
• Excellent customer service skills, especially during busy periods.

Responsibilities

• Provide helpdesk support to faculty, staff, and students and escalate as needed.
• Assist IT Facility Manager and Senior Support Specialist.
• Manage University-owned cellular devices and verify plans are accurate in the system.
• Assist with new orders, upgrades, disposal of devices, and device set-up, backups, and erasure.

Skills

Basic troubleshooting

Mobile phone support

Customer service

Education

Bachelor’s degree OR 2–3 years helpdesk experience

Job description

The Helpdesk Operator III position in Information Technology is responsible for providing helpdesk support and escalating helpdesk calls as needed through the helpdesk software; understanding Troy’s processes and ensuring faculty, staff, and students receive exceptional support from IT; assisting the IT Facility Manager and Senior Support Specialist; managing all University-owned cellular devices, ensuring they work, making sure plans are accurate and up-to-date in the system; and assisting in new orders, upgrades, and disposal of devices and assisting in set-up, back-ups, and wiping of devices.

Minimum Qualifications

1. Bachelor’s degree in a related field, OR a minimum of two to three years of related helpdesk experience.

Preferred Qualifications

1. Experience providing basic troubleshooting support, including password resets.
2. Experience providing mobile phone support such as activating service, assisting with backups, and setting up email and 2FA applications.
3. Excellent customer service skills, especially during a busy period.

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

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 – Friday, 8am-5pm
Additional hours as needed

List any hazardous conditions or physical demands required by this position

NA

Does this position have supervisory responsibility?

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

Required fields are indicated with an asterisk (*).

• * 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)

• * Regarding your current employment status, please select one of the following:
  • Not a current Troy University employee
  • Current part-time Troy employee (including adjunct faculty)
  • Current full-time Troy employee - initial appraisal period complete
  • Current full-time Troy employee - still within initial appraisal period (six months for new employees and three months for promoted employees)
• * Do you have a Bachelor’s degree in a related field, OR two to three years of related work experience?
  • Yes
  • No
Required Documents
• Resume
• Cover Letter
• List of References
Optional Documents
• Letter of Reference 1
• Unofficial Transcript 1

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