Helpdesk Operator III

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 View email address on click.appcast.io. Supplemental Questions Required fields are indicated with an asterisk (*). * How did you hear about this employment opportunity? Troy University employment website ( 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.

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