Helpdesk Operator III

Posting Number: SF2522P

Position Type: Professional/Salaried

Department:
Information Technology – Troy

Division: Finance and Administration

Campus: Troy

Work Status: Full-Time (FT)

Temporary: No

Location: Troy – T01

Job Summary

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?

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?: No

Open Until Filled: Yes

Solicit References Through the System?:
No

Applicant Special Instructions

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 jobs@troy.edu.

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