IT Desktop Support Specialist

Position Overview

The Desktop Support Specialist is a technical resource supporting Butler faculty and staff with computer deployment and replacement, software and systems support and troubleshooting, computer break/fix, event support, classroom and computer lab support, and application/systems support. The Specialist also works with computing hardware vendors to manage stock/inventory of standard computing devices. This position will also help in supporting the integration of scientific equipment with our computer environment.

The Specialist may also serve on implementation/operational projects and is responsible for creating and maintaining applicable technical documentation.

Responsibilities

* Resolve support incidents/requests (cases), ensure problem ownership and promote end-user satisfaction. Identify, troubleshoot, and resolve problems as part of a team

* Build and maintain system documentation and support articles for a variety of audiences

* Serve as a technology technician and provide advanced-level support for incidents/requests from all University constituents.

* Assist with the organization and execution of the desktop replacement cycle for both faculty/staff and labs/classrooms.

* Proactively assist with scheduling work for the team - client appointments, university events, operational tasks, etc.

* Provide and be committed to exceptional customer service and proactively undertake initiatives that improve customer experience.

* Participate in other projects as assigned and serve as a liaison to project teams in the department.

* Serve as the Help Desk liaison which includes attending regular Help Desk team meetings and sitting at the Help Desk on an as needed basis.

Required Qualifications

* High School Diploma

* Direct experience providing support for enterprise application systems

* Working knowledge of Windows/Mac operating systems

* Self-starter, capable of making independent decisions based on sound analysis

* Willingness to fully engage in the support process for application systems with little experience or guidance

* Flexibility in a changing environment and willingness to learn new technologies

* Proven experience in analyzing system/business processes to identify inefficiencies and developing strategies for improvement

* Demonstrated excellence in verbal and written communication, with strong interpersonal and customer service skills

* Critical-thinking, problem-solving and time-management skills

Preferred Qualifications

* Bachelor's Degree

* Over 2 years of full-time experience in a technical support environment

* Experience in a higher education and/or a large/complex IT organization

* Project/process management experience

* Experience with the use/support of scientific equipment and how they interface with computer systems

* Experience supporting scientific equipment and computer interfaces

* HDI, ITIL, CompTIA, MTA certifications

BU Benefits and Perks

* Please check out Butler's Total Rewards website to learn more about our benefit offerings, which include:

* Paid Time Off and Holidays:

* 20 days of paid time off (vacation and PTO days) per Fiscal year

* 8 Paid Holidays

* In addition, a 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 at participating institutions

* Butler Facilities Access, Discounts and Perks:

* Access to Butler's on-site fitness facility and libraries for full-time staff and faculty

* Linked In Learning Courses

* Free premium subscription to the Calm App

* Free subscription to the WSJ, The Economist, and NYT

* Discount at the College Bookstore

* Discount on select Athletic and Arts/Events Center Performances