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Desktop Support Specialist

Apply now Job no: 493366
Work type: Staff Full-time
Location: Indianapolis
Categories: Information Technology

Position Overview

Butler University’s Information Technology department is seeking a passionate Desktop Support Specialist experienced in desktop, desk side, and application support. The Specialist will join a Desktop Operations team that values education, collaboration, innovation, and fun. In addition to serving as a senior technical resource for the team, the individual will oversee a team of student employees supporting Butler faculty, staff, and visitors to resolve issues pertaining to Butler-owned technology.  Candidates must be highly organized and excellent communicators, and have a passion for providing consistent, high-quality service to Butler’s faculty and staff.

The Specialist is vital in ensuring the daily operation of campus technology. While most work is processed and resolved in the form of cases, larger, long-term projects are also in this position’s duties, such as the execution of the desktop replacement cycle for both faculty/staff and labs/classrooms. Supervising and continually training a team of 20-30 student employees is also a constant focus for this role, as is generating technical documentation to benefit internal and external audiences.

Butler IT’s Desktop Operation team oversees more than 2,500 Butler-owned devices, as well as other classroom mediation technology and A/V equipment across an ever-growing campus. All interested applicants should be driven, detail-oriented, flexible, organized, and team-oriented.

Primary Responsibilities

  • Resolve support incidents/requests (cases) ensure problem ownership and promote end-user satisfaction.   Identify, troubleshoot, and resolve problems as part of a team.
  • Provide and be committed to exceptional customer service and proactively undertake initiatives that improve customer experience.
  • Serve as manager for a group of 20-30 student employees working to support the Desktop Operations team. Maintain appropriate staffing levels by hiring, firing, and scheduling student employees.
  • Assist with creation and ongoing updates of training materials for student employees.
  • Assist with the organization and execution of the desktop replacement cycle for both faculty/staff and labs/classrooms.
  • Maintain appropriate (just in time) inventory levels for computer hardware including desktops, laptops, and peripherals across several vendors, ordering additional equipment as needed


Minimum qualifications include

  • Excellent verbal and written communication skills.
  • Demonstrated organizational skills with exceptional attention to detail.
  • Proven customer service and telephone skills.
  • Professional appearance and demeanor under pressure.  
  • Proven experience in supervising a team and managing its workflow.
  • Self-starter, capable of making independent decisions.  
  • Proven experience in analyzing processes to identify strategies for improvement.
  • Ability to analyze complex problems and solve issues with little or no prior experience.
  • Ability and desire to thrive in a team environment.
  • Willingness to work extra hours when needed some evenings, early mornings and weekends

Preferred qualifications include

  • Experience working in a technical support environment and supporting enterprise systems such as Office 365, Active Directory, and VMWare.
  • Experience supporting LMS systems such as Canvas.
  • Experience supporting audio/visual capture system such as Panopto.
  • Experience with writing, organizing and maintaining technical documentation.
  • Experience with an enterprise desktop management system (SCCM or JAMF).
  • General experience with Windows and Macintosh desktop operating systems working knowledge of Microsoft Office applications hardware troubleshooting and repair experience.
  • Experience managing and organizing a small to medium team of junior/student employees.
  • Experience in a higher education and/or a large/complex IT organization.
  • College degree.
  • Experience leading projects.

 

Butler University is committed to enhancing the diversity of the student body and our faculty and staff.  In addition hiring decisions are made on the basis of an individual's qualifications, past experience, overall performance, and other employment-related criteria.  Butler University provides equal opportunities for employment and advancement for all individuals, regardless of age, gender, gender identity, sex, race, religion, color, disability, veteran status, sexual orientation, national origin, or any other legally protected category.

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Butler University is committed to enhancing the diversity of the student body and our faculty and staff. In addition hiring decisions are made on the basis of an individual's qualifications, past experience, overall performance, and other employment-related criteria. Butler University provides equal opportunities for employment and advancement for all individuals, regardless of age, gender identity, sex, race, religion, color, disability, veteran status, sexual orientation, national origin, or any other legally protected category.