IT Helpdesk Specialist — Ticketing & Troubleshooting

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

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.