<p>Position Overview</p> <p>Butler University's Information Technology department is seeking a driven and customer-centric Help Desk Analyst to join a small team that values learning, problem resolution, collaboration, customer service, and fun.</p> <p>The Help Desk Analyst is responsible for providing front line technology support to Butler students, faculty, staff, affiliates, and alumni in person, over the phone, via remote control, chat, and email. This individual will troubleshoot, resolve, document, and follow up on end user issues, and occasionally manage small internal projects pertaining to these responsibilities.</p> <p>Ideal candidate must have a passion for supporting end users of all levels, an aptitude for and an interest in learning more about technology, superb customer service skills, demonstrated commitment to constant quality improvement, and excellent organizational and communication (verbal and written) skills.</p> <p>This is an on campus position and relocation assistance is not provided for this role.</p> <p>Primary Responsibilities</p> <ul> <li>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. </li><li>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. </li><li>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. </li><li>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). </li><li>Log and document in detail all incidents and requests in Salesforce. Create, update, and manage internal procedural and end user documentation in knowledge base. </li><li>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. </li><li>Independently manage workload (which includes both reactive and proactive work) efficiently, effectively, and on-time, while allowing for changing priorities. </li><li>Willingness to work extra hours when needed; occasional evening, early morning and/or weekend work required. </li></ul> <p>Required Minimum Qualifications</p> <ul> <li>Two years' relevant full-time experience resolving issues in a technical support environment. </li><li>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. </li><li>Thorough understanding of technology troubleshooting and resolution - hardware, software, and networking. Ability to analyze and troubleshoot complex problems and resolve issues not previously encountered. </li><li>Extensive knowledge of Windows and Microsoft 365 applications. </li><li>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. </li><li>Excellent verbal and written communication skills, organizational skills, ability to multitask, and exceptional attention to detail. </li><li>Experience working in a fast-paced environment that requires flexibility and changing priorities. </li><li>Willingly accepts and welcomes feedback and uses feedback to improve performance. </li><li>Confident self-starter, capable of managing work and making decisions independently. </li><li>Professional appearance and demeanor under pressure. </li></ul> <p>Preferred Qualifications</p> <ul> <li>Associate's or Bachelor's degree in a technical field. </li><li>Applicable professional certifications. </li><li>Experience in a higher education and/or a large/complex IT organization. </li><li>Experience with Macintosh operating system and applications. </li><li>Experience with writing, organizing, and maintaining internal and end user documentation in a knowledge base. </li></ul> <p>BU Benefits and Perks</p> <ul> <li> <p>Please check out Butler's Total Rewards website to learn more about our benefit offerings, which include:</p> </li><li> <p>Paid Time Off and Holidays:</p> </li><li> <p>20 days of paid time off (vacation and PTO days) per Fiscal year</p> </li><li> <p>8 Paid Holidays</p> </li><li> <p>In addition, a paid Winter Break between Christmas Eve and New Year's Day</p> </li><li> <p>Paid Parental Leave (after 1 year of full-time employment)</p> </li><li> <p>Health:</p> </li><li> <p>Comprehensive medical, dental, and vision plans including disability and life insurance programs</p> </li><li> <p>Retirement:</p> </li><li> <p>10% employer contribution after 1 year of full-time employment</p> </li><li> <p>Tuition Assistance:</p> </li><li> <p>Remission of tuition for classes taken at Butler for employees, spouses, and dependent children.</p> </li><li> <p>Eligibility after 9 months of full-time employment</p> </li><li> <p>Employees & spouses- undergraduate/graduate degrees</p> </li><li> <p>Dependents (under age 26)- undergraduate degree</p> </li><li> <p>Covers tuition only</p> </li><li> <p>Tuition Exchange Program for Dependents at participating institutions</p> </li><li> <p>Butler Facilities Access, Discounts and Perks:</p> </li><li> <p>Access to Butler's on-site fitness facility and libraries for full-time staff and faculty</p> </li><li> <p>LinkedIn Learning Courses</p> </li><li> <p>Free premium subscription to the Calm App</p> </li><li> <p>Free subscription to the WSJ, The Economist, and NYT</p> </li><li> <p>Discount at the College Bookstore</p> </li><li> <p>Discount on select Athletic and Arts/Events Center Performances</p> </li></ul>