Butler University’s Information Technology department is seeking a driven and customer-centric Help Desk Analyst to provide front line technology support to students, faculty, and staff.

Primary Responsibilities:

• Provide and be committed to exceptional customer service
• Serve the University as a client advocate; Develop and maintain positive relationships with clients
• Represent Butler University and Information Technology in a professional manner
• Provide front line technology (hardware and software) support to Butler users in person, over the phone, via remote control, chat and email using established procedures and methods
• Resolve/fulfill approximately 60% of assigned Help Desk cases
• Identify, troubleshoot, document, and resolve network, hardware, and software issues by collaborating with the Help Desk team and various members of the IT department
• Understand the functions of IT and other Butler departments to route cases accurately; triage and assess priority according to established standards
• Provide intermediate support for both Microsoft Windows and Macintosh operating systems and Microsoft 365; provide rudimentary to basic support for over 200 other applications (examples: Zoom, Canvas, RingCentral, and Google Apps)
• Log and document in detail all incidents and requests in Salesforce
• Create, update, and manage internal procedural and end user documentation in knowledge base.
• Analyze trends that point to systemic issues and act as a central point of contact when issues arise
• Analyze business processes to identify inefficiencies and recommend strategies for improvement
• Independently manage workload (which includes both reactive and proactive work) efficiently, effectively, and on-time, while allowing for changing priorities

Additional Responsibilities:

• Willingness to work extra hours when needed; occasional evening, early mornings and/or weekend work required

Qualifications and Requirements:

• Associate's or bachelor's degree preferred; degree in a technical field and applicable professional certifications a plus
• Two years relevant full-time experience resolving issues in a technical support environment; previous experience in a large/complex IT organization preferred
• Proven track record of providing outstanding customer service. Ability to gracefully handle difficult situations and to work with a diverse population of end users with a wide range of technical expertise
• Thorough understanding of technology troubleshooting and resolution - hardware, software, and networking. Ability to analyze and troubleshoot complex problems and resolve issues not previously encountered
• Extensive knowledge of Windows and Microsoft 365 applications; experience with Macintosh operating system and applications preferred
• Experience with an enterprise desktop management system (SCCM or JAMF) and enterprise systems such as Microsoft Exchange, Active Directory, and telephony; and remote desktop tools
• Excellent verbal and written communication skills, organizational skills, ability to multitask, and exceptional attention to detail. Experience with writing, organizing, and maintaining internal and end user documentation in a knowledge base is a plus
• Experience working in a fast-paced environment that requires flexibility and changing priorities
• Willingly accepts and welcomes feedback and uses feedback to improve performance
• Confident self-starter, capable of managing work and making decisions independently
• Professional appearance and demeanor under pressure

Butler University is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. We welcome applications from all individuals, regardless of age, gender, gender identity, sex, race, religion, color, disability, protected veteran status, sexual orientation, national origin, or any other legally protected category.

As a condition of employment, Butler University requires COVID-19 vaccinations for all students, faculty, and staff (subject to applicable law). COVID-19 Vaccination Requirement FAQs