Sr. Help Desk Analyst

Job Description

The Senior Help Desk Analyst is responsible for providing front-line technology support with exceptional customer service to Butler constituents (students, faculty, staff, affiliates, and visitors) in person, over the phone, via remote control, chat, and email. This individual will troubleshoot, resolve 60 percent of assigned cases, document and follow up on end-user issues, and occasionally manage internal projects and processes pertaining to these responsibilities. The Senior Analyst is also responsible for providing various types of training as well as coaching and mentoring less experienced analysts.

Ideal candidate must have a passion for supporting end users of all levels, an aptitude for and an interest in technology, superb customer service skills, demonstrated commitment to constant quality improvement, and excellent organizational and communication (verbal and written) skills.

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 percent of assigned Help Desk cases

Identify, troubleshoot, document, and resolve network, hardware, and software issues as part of a small team of 4; 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

Maintain responsibility for technical coaching and training of other Help Desk analysts; Assist in overseeing the team's daily case work; Manage and further develop the Help Desk analyst onboarding program

Independently manage workload (which includes both reactive and proactive work) efficiently, effectively, and on-time, while allowing for changing priorities

Create and execute training content for a variety of audiences

Willingness to work extra hours when needed; occasional evening, early mornings and/or weekend work required

Other duties/projects as assigned

Qualifications and Requirements

Associate or bachelor's degree preferred; degree in a technical field and applicable professional certifications a plus

Three to five years' relevant experience 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

Intermediate 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); 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 a plus

Proven ability to coach/mentor less experienced staff

Experience in training/onboarding and basic project management (working on small projects, meeting deadlines and goals)

Confident self-starter, capable of managing work and making decisions independently

Professional appearance and demeanor, especially under pressure

Butler University is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees. We welcome applications from all individuals, regardless of age, gender, gender identity, sex, race, religion, color, disability, protected veteran status, sexual orientation, national origin, or any other legally protected category.

As a condition of employment, Butler University requires COVID-19 vaccinations for all students, faculty, and staff (subject to applicable law). COVID-19 Vaccination Requirement FAQs

March 9, 2023