Edtech.com's Summary

Purdue is hiring a Service Desk Specialist. This role involves being the first point of contact for technical support, addressing and escalating issues for campus operations, delivering tier 1 remote desktop support, and collaborating with tier 2 support staff for resolving advanced problems. Additional responsibilities include creating technical documentation, monitoring infrastructure, and managing incidents effectively.

Highlights

Address and resolve technical issues or escalate for further action.
Provide tier 1 remote desktop support.
Create and update technical documentation.
Monitor infrastructure and handle event management processes.
Required: Associate degree in Computer Science or related field.
Prior experience in IT customer service is needed.
Strong oral and written communication skills are essential.
FLSA status: Non-Exempt, eligible for overtime.
Comprehensive benefits include medical, dental, vision insurance, and substantial PTO.

Service Desk Specialist Full Description

Job Summary

Be the First Line of Innovation and Support

At Purdue, every solution starts with a question-and every question deserves a thoughtful, timely answer. As a Service Desk Specialist, you’ll be the critical first point of contact, helping faculty and staff overcome technical challenges so they can focus on what matters most: learning, discovery, and innovation.

What You’ll Do

Address technical issues, ensuring quick restoration of service or proper escalation for seamless campus operations
Serve as a real-time escalation point for customer, technical, and administrative concerns, providing calm and clear guidance
Deliver tier 1 remote desktop support and partner with tier 2 support staff to resolve advanced issues efficiently
Diligently follow up on all trouble reports, ensuring no question goes unanswered and no problem goes unsolved
Proactively create technical documentation and knowledgebase articles to empower the Purdue community and your IT colleagues
Monitor infrastructure and execute Event Management processes, responding swiftly and effectively to incidents
Take initiative during major incidents-engaging communication channels, leading phone bridges, and coordinating rapid responses to restore service

Why Purdue?
At Purdue, you’ll join a community that values your expertise and encourages your growth. You’ll collaborate with dedicated professionals, learn from every challenge, and make a direct impact on the university’s mission. Here, your ideas and initiative help drive innovation and support the success of students, faculty, and researchers.

This is a hybrid position where you will be working partially on the West Lafayette campus as well as remotely.

What We're Looking For:

Education and Experience Needed:

Associate degree in Computer Science, Computer Technology OR a related field of study
Prior experience in information technology customer service
Consideration will be given to an equivalent combination of related education and required work experience

Skills Needed:

Excellent oral and written communication skills
Team building skills
Ability to:
- convey complex technical information to non-technical individuals at all levels
- recognize problem areas and propose necessary changes
- mediate between technical groups to obtain timely resolutions
- work well under pressure, facilitate solutions and meet deadlines and milestones

Additional Information:

Purdue University will not sponsor employment authorization for this position
A background check will be required for employment in this position
FLSA: Non-Exempt (Eligible for Overtime)
Retirement Eligibility: Non-exempt Defined Contribution Plan
Benefit Statement: Purdue University offers a substantial Benefit Package including medical, dental, and vision insurance as well as a generous paid time off package for sick and vacation days

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.

EOE / AA

Purdue University is an EOE/AA employer.

Original Job Description

Job Summary

Be the First Line of Innovation and Support

What You’ll Do

Address technical issues, ensuring quick restoration of service or proper escalation for seamless campus operations
Serve as a real-time escalation point for customer, technical, and administrative concerns, providing calm and clear guidance
Deliver tier 1 remote desktop support and partner with tier 2 support staff to resolve advanced issues efficiently
Diligently follow up on all trouble reports, ensuring no question goes unanswered and no problem goes unsolved
Proactively create technical documentation and knowledgebase articles to empower the Purdue community and your IT colleagues
Monitor infrastructure and execute Event Management processes, responding swiftly and effectively to incidents
Take initiative during major incidents-engaging communication channels, leading phone bridges, and coordinating rapid responses to restore service

This is a hybrid position where you will be working partially on the West Lafayette campus as well as remotely.

What We're Looking For:

Education and Experience Needed:

Associate degree in Computer Science, Computer Technology OR a related field of study
Prior experience in information technology customer service
Consideration will be given to an equivalent combination of related education and required work experience

Skills Needed:

Excellent oral and written communication skills
Team building skills
Ability to:
- convey complex technical information to non-technical individuals at all levels
- recognize problem areas and propose necessary changes
- mediate between technical groups to obtain timely resolutions
- work well under pressure, facilitate solutions and meet deadlines and milestones

Additional Information:

Purdue University will not sponsor employment authorization for this position
A background check will be required for employment in this position
FLSA: Non-Exempt (Eligible for Overtime)
Retirement Eligibility: Non-exempt Defined Contribution Plan
Benefit Statement: Purdue University offers a substantial Benefit Package including medical, dental, and vision insurance as well as a generous paid time off package for sick and vacation days

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.

EOE / AA

Purdue University is an EOE/AA employer.

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