Purdue University
Lead Technical Support Analyst
Rapid7
Edtech.com's Summary
Purdue Athletics is hiring a Lead Technical Support Analyst responsible for managing Athletics Information Technology systems and services, including operational service ownership and system administration. The role leads project coordination, escalates technical issues beyond frontline support, administers biometric fingerprinting and access control systems, and develops documentation and training materials to support effective Athletics IT service use.
Highlights
- Serve as primary administrator and service owner for Athletics IT systems, focusing on operational management, system updates, and project delivery.
- Provide advanced user support and serve as escalation point for technical issues beyond frontline capabilities.
- Administer biometric fingerprinting systems primarily and support access control systems secondarily.
- Develop and maintain operational documentation, workflows, and user training materials to enhance service adoption.
- Coordinate with Central IT and external vendors for system changes, upgrades, and issue resolutions.
- Required skills include knowledge of servers, network infrastructure, macOS and Windows OS, mobile device management, and IT service management tools like TeamDynamix, SCCM/MECM, Active Directory, Sassafras, and Rapid7.
- Must have an Associate’s degree in IT-related fields or equivalent experience and at least two years in IT or customer-focused technical environments.
- Strong communication, analytical, and project documentation skills are essential.
- Must comply with Purdue University, Big Ten Conference, and NCAA policies and regulations.
- Position is classified under Administrative and Operational Support 4, Pay Band S055; non-exempt and eligible for overtime.
Lead Technical Support Analyst Full Description
Job Summary
The Lead Technical Support Analyst serves as the primary administrator and service owner for designated Athletics Information Technology systems and services. This role is responsible for operational service ownership, system administration, non‑supervisory project coordination, and serving as the escalation point for technical and service issues that cannot be resolved by the Information Systems Specialist. The position provides primary administration for biometric fingerprinting systems and secondary administration for access control systems, while coordinating with Central IT and external vendors as needed. The role also develops and maintains operational documentation, training materials, and user adoption initiatives to ensure effective and consistent use of Athletics IT services. The position operates without supervisory or budgetary authority and exercises leadership through coordination, process ownership, training, and technical expertise.
What You'll Be Doing:
OPERATIONS:
The Operations function encompasses service ownership, lifecycle management, and project delivery for Athletics Information Technology systems and services. This includes planning, administering, and supporting IT services from implementation through ongoing operation and improvement; coordinating system changes, upgrades, and enhancements; and leading assigned projects to ensure successful, timely, and compliant delivery. The position evaluates service and project requirements, develops documentation and standard operating procedures, coordinates tasks with internal staff, Central IT, and vendors, and monitors progress, risks, and dependencies. Through this work, the role ensures Athletics IT services are stable, well‑documented, aligned with established standards and policies, and adopted effectively by users, while serving as an escalation point for issues that exceed frontline support capabilities.
USER SUPPORT:
The User Support function encompasses advanced system administration, escalation support, and coordination activities that ensure reliable, secure, and consistent use of Athletics Information Technology services. This includes serving as the primary administrator for biometric fingerprinting systems and providing secondary administrative support for access control systems, including coordination of permissions, schedules, and operational continuity in alignment with established policies and standards.
The position serves as the escalation point for technical and service issues that cannot be resolved by the Information Systems Specialist, working to diagnose root causes and coordinate resolution with internal technical teams, Central IT service partners, and external vendors as needed. Through these responsibilities, the role ensures secure system access, responsive issue resolution, continuity of critical services, and effective support for Athletics users while maintaining compliance with institutional governance and security requirements.
DOCUMENTATION:
This function focuses on ensuring Athletics Information Technology services are delivered consistently, adopted effectively, and supported by clear processes and training. Responsibilities include developing, maintaining, and improving operational procedures, workflows, and documentation associated with IT systems and services. The position coordinates and supports system and service changes, ensuring changes are communicated, documented, tested, and implemented in accordance with established policies and standards.
The role is responsible for creating and maintaining user‑focused training materials and delivering or coordinating training initiatives to promote effective adoption and consistent use of Athletics IT systems and services. This includes developing guidance, reference materials, and training resources for technical and non‑technical users and collaborating with stakeholders to identify training needs. Through these activities, the position supports smooth service transitions, reduces operational risk, and improves user understanding and adoption of technology across Athletics.
OTHER:
Assist in the management of major outages and game-day support. Attend new, updated or remedial training, as needed. Perform other duties as assigned.
About Us:
Purdue Athletics is built on unrivaled pride, unlimited potential, and a sense of shared purpose that unites staff, student-athletes, and the broader community. As part of Purdue’s 150-year legacy, Athletics exemplifies a culture of collaboration, continuous growth, and excellence, where every member is encouraged to strive for success while fostering a positive and supportive environment. Joining Purdue Athletics means joining a team committed to building a better world together—where professional aspirations thrive, innovation is celebrated, and a lasting impact is made on campus and beyond. Read more: Purdue Boilermakers Athletics
What We're Looking For:
Education and Experience:
- Associate’s degree with a concentration in information technology, information systems, computer science, or a related discipline; or an equivalent combination of education and progressively responsible experience.
- Two (2) years of experience in information technology or customer‑focused technical environments, including experience progressing beyond frontline support into system, service, or operational administration.
- Demonstrated experience supporting or administering enterprise or departmental IT systems and serving as an escalation point for issue resolution.
- Working knowledge of servers, network infrastructure, and computer system hardware and software in a managed IT environment is required.
- Experience supporting macOS and Windows operating systems, as well as mobile devices, in a managed enterprise environment is required.
- Experience with IT service management and systems administration tools such as TeamDynamix, Microsoft Endpoint Configuration Manager (SCCM/MECM), Active Directory, Sassafras, and Rapid7, or comparable platforms, is strongly preferred.
Skills needed:
- Excellent oral and written communication skills, with the ability to convey complex technical information clearly to non‑technical users and stakeholders at all organizational levels.
- Demonstrated ability to develop, document, and maintain moderately complex IT services, systems, or operational projects.
- Proven ability to create and maintain training materials and deliver training initiatives to support system and service adoption.
- Strong analytical skills to identify problem areas, propose process improvements, and coordinate effective resolutions across technical teams.
- Ability to work under pressure, manage competing priorities, and meet milestones and deadlines.
- Must adhere to and comply with Purdue University, Big Ten Conference, and NCAA rules, policies, procedures, and regulations.
Who We Are:
Purdue is a community built on collaboration, with global perspectives, Boilermaker pride and endless opportunity to live, learn and grow. Join us and contribute to our culture.
Additional Information:
- Purdue’s benefits summary https://www.purdue.edu/hr/Benefits/
- Purdue will not sponsor employment authorization for this position
- A background check will be required for employment in this position
- This was formerly classified as an operational/technical position; an internal lateral transfer will retain same benefit standing
- FLSA: Non-Exempt (Eligible For Overtime)
- Retirement Eligibility: Non-exempt Defined Contribution Plan
Career Stream
Compensation Information:
Administrative and Operational Support 4
Pay Band S055
Job Code#20003372
Link to Purdue University's Compensation Guidelines: https://www.purdue.edu/hr/mngcareer/compguidelines/index.php
Administrative and Operational Support 4
Pay Band S055
Job Code#20003372
Link to Purdue University's Compensation Guidelines: https://www.purdue.edu/hr/mngcareer/compguidelines/index.php
EOE
Purdue University is an EO/EA University
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