Senior IT Helpdesk & Mobility Specialist

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

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.