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Purdue University
Lead Technical Support Analyst
ITSM
Rapid7
Training
Edtech.com's Summary
Purdue University is hiring a Lead Technical Support Analyst. The role owns and administers the information technology systems and services used by Purdue Athletics, including primary administration of its biometric fingerprinting systems and secondary administration of its access control systems. The analyst is the escalation point for technical issues the Information Systems Specialist cannot resolve, and also builds the documentation and training that help Athletics staff adopt these systems.
Highlights
- Serve as primary administrator for the biometric fingerprinting systems and secondary administrator for access control systems, coordinating permissions, schedules, and operational continuity.
- Act as the escalation point for technical and service issues the Information Systems Specialist cannot resolve, diagnosing root causes and working with internal teams, Central IT, and outside vendors.
- Manage Athletics IT services from implementation through ongoing operation, including system changes, upgrades, and enhancements.
- Lead assigned projects without supervisory or budgetary authority, tracking progress, risks, and dependencies across internal staff, Central IT, and vendors.
- Write and maintain standard operating procedures, workflows, and operational documentation for Athletics IT systems and services.
- Create user training materials and reference guides, and deliver or coordinate training so technical and non-technical staff use Athletics IT services consistently.
- Associate’s degree in information technology, information systems, computer science, or a related field, with an equivalent mix of education and experience considered.
- Two years of IT experience that has moved beyond frontline support into system, service, or operational administration, including supporting macOS, Windows, and mobile devices in a managed enterprise environment.
- Working knowledge of servers, network infrastructure, and computer hardware and software, with experience in TeamDynamix, SCCM/MECM, Active Directory, Sassafras, or Rapid7 strongly preferred.
- Non-exempt position eligible for overtime that requires compliance with Purdue, Big Ten Conference, and NCAA rules and does not offer employment authorization sponsorship.
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.
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
- 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.
- An equivalent combination of education and progressively responsible experience will be considered
- Experience supporting macOS and Windows operating systems, as well as mobile devices, in a managed enterprise environment is required.
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.
Nice to have:
- 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.
Additional Information:
- 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
Compensation Information:
Career Stream: Administrative and Operational Support 4
Pay Band S055
Job Code#20003372
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