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

BU Benefits and Perks

Please check out Butler’s Total Rewards website to learn more about our benefit offerings, that include:

• Paid Time Off and Holidays:
  • 18 days of paid time off (vacation and PTO days)
  • 8 Paid Holidays
  • Paid Winter Break between Christmas Eve and New Year’s Day
  • Paid Parental Leave (after 1 year of full-time employment)
• Health:
  • Comprehensive medical, dental, and vision plans including disability and life insurance programs
• Retirement:
  • 10% employer contribution after 1 year of full-time employment
• Tuition Assistance:
  • Remission of tuition for classes taken at Butler for employees, spouses, and dependent children.
    • Eligibility after 9 months of full-time employment
    • Employees & spouses- undergraduate/graduate degrees
    • Dependents (under age 26)- undergraduate degree
    • Covers tuition only
  • Tuition Exchange Program for Dependents
• Butler Facilities Access, Discounts and Perks:
  • Access to Butler’s on-site fitness facility and libraries for full-time staff and faculty
  • LinkedIn Learning Courses
  • Free premium subscription to the Calm App
  • Discount at the College Bookstore
  • Discount on select Athletic and Arts/Events Center Performances

About Butler

Butler University is a private, nationally recognized comprehensive university encompassing six colleges: Arts, Business, Communication, Education, Liberal Arts & Sciences, and Pharmacy & Health Sciences. Approximately 4,500 undergraduate and 1,000 graduate and doctoral students are enrolled at Butler, representing 46 states and 24 countries.

Join us at the crossroads of tradition & transformation. A career at Butler University means so much more than a job. Join the dedicated, innovative, and supportive community of faculty and staff that is moving Butler Beyond.

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, race, religion, color, disability, veteran status, sexual orientation, national origin, or any other legally protected category.