IT Desktop Support Specialist

Job Description

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

About Us

Butler University is a private, nationally recognized comprehensive…