Helpdesk Operator

Responsibilities

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 an 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 the issue is not supported by the IT Helpdesk; rotating and logging backup tapes, as covered in training; and other additional duties as assigned.

• High school diploma or equivalent
• Basic computer knowledge
• Customer service skills

• Experience working as a helpdesk operator

• No more than 19 hours per week
• Hours of operation are 7 am‑11 pm Monday through Friday, 9 am‑5 pm Saturday, and 1 pm‑9 pm Sunday

• Employment is contingent upon a satisfactory background check.
• Troy University is an Equal Employment Opportunity and affirmative action employer.
• Troy University participates in eVerify.