Troy University
Helpdesk Operator III
Edtech.com's Summary
Troy University is hiring a Helpdesk Operator III. The role involves providing helpdesk support, escalating calls as needed, supporting faculty, staff, and students with IT processes, assisting IT Facility Manager and Senior Support Specialist, and managing university-owned cellular devices including orders, upgrades, disposal, and device maintenance tasks such as setup and backups.
Highlights
- Provide helpdesk support and escalate calls through helpdesk software.
- Support faculty, staff, and students with IT processes and services.
- Assist IT Facility Manager and Senior Support Specialist in various tasks.
- Manage all university-owned cellular devices, ensuring proper function and accurate service plans.
- Handle new orders, upgrades, disposal, setup, backups, and wiping of devices.
- Required to have a Bachelor's degree in a related field or two to three years of related helpdesk experience.
- Preferred skills include basic troubleshooting (password resets), mobile phone support, and excellent customer service.
- Work hours are Monday to Friday, 8am to 5pm with possible additional hours.
- Position is full-time, professional/salaried, within the Information Technology department.
- No driving requirements or supervisory duties associated with the role.
Helpdesk Operator III Full Description
Helpdesk Operator III
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Position Information
Posting Number | SF2522P
Position Title | Helpdesk Operator III
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
Posting Date | 05/29/2026
Closing Date |
Open Until Filled | Yes
Special Instructions to Applicants |
Quick Link | https://www.troyuniversityjobs.com/postings/47452
Position Title | Helpdesk Operator III
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
Posting Date | 05/29/2026
Closing Date |
Open Until Filled | Yes
Special Instructions to Applicants |
Quick Link | https://www.troyuniversityjobs.com/postings/47452
Reference Letters
Reference Letters
Solicit References Through the System? | No
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.
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.
Supplemental Questions
Required fields are indicated with an asterisk (*).
- * 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 Bachelor’s degree in a related field, OR two to three years of related work experience?
- Yes
- No
Applicant Documents
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 Affirmative Action employer.
- Troy University participates in eVerify.
- Troy University is an Equal Employment Opportunity and Affirmative Action employer.
- Troy University participates in eVerify.
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