Enterprise Technology Support Analyst

Ball State University

Muncie, IN

ID: 7233403 (Ref.No. BSU42260)
Posted: March 29, 2024
Application Deadline: Open Until Filled

Job Description

The Enterprise Technology Support Analyst is a strategic partner within the Foundation and Advancement Services teams, utilizing technical understanding and expertise to provide technology support to Ball State University Foundation staff.

Reporting to the Division of Information Technology, the Enterprise Technology Support Analyst develops, tests, implements, and maintains software applications for various constituencies within the Foundation.

Provides systems and platform support for all Foundation systems; manages desktop support and computer replacement plan.

The Ball State University Foundation currently has an opening for an Enterprise Technology Support Analyst, who will play a key role in what is the most ambitious fundraising campaign in BSU history by balancing technical understanding and expertise with the ability to execute and communicate sound business processes. If you’re looking for a high-achieving work environment with a culture of camaraderie and a mission to change lives, check out the job details below.

Job Function:

Provides systems and platform support for all Foundation systems; manages desktop support and computer replacement plan.

Minimum Education:

1. Bachelor’s degree from an accredited institution;

2. Associate’s degree and two years of related experience will be accepted in lieu of a bachelor’s degree.

3. High school diploma or GED plus an additional combination of education or experience in IT equivalent to four years.

Preferred Education:

Bachelor’s degree in computer technology, information systems, computer science or related area.

Minimum Experience:

At least two years of experience supporting desktop computers, laptops, mobile devices, networks and software applications with an emphasis on troubleshooting and system maintenance; working knowledge of Windows operating systems and Office suite of applications.

Preferred Experience:

Additional years of technology support experience.
Experience in higher education advancement information systems.
Experience with establishing and maintaining information security controls.
Experience gathering requirements and establishing universal definitions in support of key performance indicators, metrics, and other related measures.
Experience in a PCI compliant environment.
Experience in a fundraising environment.
Supervisory experience.

Duties and Responsibilities:

Provide desktop and platform support for all Foundation systems, hardware, software, and network connectivity; provide applicable basic training and onboarding for Foundation staff. Provide event and meeting support for Foundation employees.
Schedule reasonable upgrades and installs in conjunction with central IT; manage details and issues with the team; coordinate user acceptance testing. Manage hardware inventory, support, and replacement in conjunction with university IT.
Manage integration of Foundation-specific systems, including Raiser’s Edge, Financial Edge, Fundraiser Performance Management, EverTrue, PaperSave, and Omatic, and all related test environments. Provide technical support to credit card processing and other systems operations in a PCI compliant environment.
In conjunction and coordination with university IT, coordinate the formulation and documentation of technology policies; create technical documentation; maintain security controls for all computer-related information and systems of the Foundation.
Facilitate requirements gathering sessions in support of reporting and analytics while engaging business and technical stakeholders and communicating those requirements using alternative views, such as visual analysis models, prototypes, or simulations, where appropriate.
Maintain an advanced level of technical knowledge and skills for current and evolving technologies related to Foundation systems, computers, mobile devices, software applications, hardware, networking, and troubleshooting methodologies.
Manage the Foundation’s instances of DocuSign and ClickUp; train Foundation staff on both products as appropriate. Manage the Foundation’s document management program in PaperSave; provide work direction and training for staff scanning and loading documents into the system.
Process and complete assigned administrative requests that require specific administrative access, such as email distribution lists, creating/removing user accounts, and other similar requests as assigned.
Assign and review work, orient and train student employees, and make recommendations in all areas related to supervision, including but not limited to, interviewing and selection, compensation, discipline, and performance appraisal.
Develop and maintain strategic relationships with central campus IT staff.
Perform other related duties as assigned.

At Ball State University, we recognize inclusive excellence as an integral endeavor to fulfill our University’s mission and our strategic plan. We recruit, support, and retain a diverse population of students, faculty, and staff. We encourage and reward diversity of thought. We promote a work environment that encourages and rewards innovation and creativity. We pledge to keep Inclusive Excellence at the highest level of institutional importance and as a foundation in all that we strive to do. Our over-arching goal for Inclusive Excellence is to adopt a university-wide Inclusive Excellence approach to academic, administrative support, and service functions of the university. We believe Inclusive Excellence must be infused in every step we take.

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