Troy University
Helpdesk Operator II
🇺🇸 Troy, AL
🕑 Full-Time
💰 TBD
💻 Information Technology
🗓️ October 8th, 2025
Edtech.com's Summary
- Answer IT Helpdesk phone calls and provide basic troubleshooting for computer problems covered in training.
- Direct callers to online knowledge bases and other resources for additional support.
- Assist callers in creating helpdesk accounts, submitting tickets, reviewing, updating, and closing tickets.
- Escalate issues that are beyond the IT Helpdesk's scope to appropriate assistance.
- Rotate and log backup tapes as part of routine maintenance.
- Perform Office Depot and campus supply runs.
- Requires high school diploma or equivalent and a minimum of two years customer service experience.
- Preferred qualification includes IT helpdesk experience.
- Work hours are Monday through Friday, 8am to 5pm, with some evening and weekend hours as needed.
- Position is full-time, classified staff/hourly in the Information Technology department under Finance and Administration division.
Helpdesk Operator II Full Description
Position Title | Helpdesk Operator II
Position Type | Classified Staff/Hourly
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 position in Information Technology is responsible for answering IT Helpdesk phone calls; providing basic troubleshooting for computer problems covered in training; directing callers to online knowledge base, and other resources, for additional support when applicable; assisting callers in creating helpdesk accounts, submitting tickets and utilizing support history tools; submitting, reviewing, updating, and closing tickets for callers as needed; directing callers to appropriate further assistance if issue is not supported by IT Helpdesk; rotating and logging backup tapes, as covered in training; Office Depot and campus runs; and other additional duties as assigned.
Minimum Qualifications | 1. High school diploma or equivalent
2. Minimum of two years of customer service experience
Preferred Qualifications | 1. IT helpdesk experience
Will this position require driving (personal vehicle, university vehicle, utility vehicle, or golf cart) in order to perform the job duties? | Driving may be necessary but is not a primary responsibility
Work Hours | Monday through Friday
8am to 5pm
Some evening and weekend hours as needed
List any hazardous conditions or physical demands required by this position | NA
Does this position have supervisory responsibility? | No
Posting Date | 10/07/2025
Closing Date |
Open Until Filled | Yes
Special Instructions to Applicants |
Quick Link | https://www.troyuniversityjobs.com/postings/45658
Last Day a Reference Provider Can Submit Reference |
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.
- * 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 high school diploma or equivalent?
- Yes
- No
- * Do you have a minimum of two years of customer service experience?
- Yes
- No
- Resume
- Cover Letter
- List of References
- Letter of Reference 1
- Troy University is an Equal Employment Opportunity and Affirmative Action employer.
- Troy University participates in eVerify.
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