Purdue University
Service Desk Specialist
Edtech.com's Summary
Purdue University is hiring a Service Desk Specialist. The specialist leads responses to technical issues, provides Tier 1 remote desktop support, and collaborates with Tier 2 staff to resolve complex problems while ensuring timely communication and documentation. They also monitor infrastructure, coordinate incident responses, and support team leadership and training.
Highlights
- Lead technical issue response and escalate when necessary.
- Provide Tier 1 remote desktop support and collaborate with higher-tier staff.
- Create and maintain technical documentation and knowledgebase articles.
- Monitor infrastructure performance and manage incident response procedures.
- Participate in or lead major incident communication and coordination.
- Provide guidance, training, and scheduling support to team members.
- Require an associate degree or equivalent combination of education and experience.
- At least six months of customer service or IT experience is needed.
- Excellent oral and written communication, team building, and leadership skills are essential.
- Position is non-exempt and eligible for overtime; benefits include medical, dental, vision, and paid time off.
Service Desk Specialist Full Description
Job Summary
Empower what’s next in technology at Purdue.
At Purdue, technology supports every breakthrough, idea, and discovery that moves the world forward. As a Service Desk Specialist, you’ll be on the front line of that mission — ensuring that the tools, systems, and services that fuel our campus run seamlessly for faculty, students, and staff.
What You’ll Do:
- Lead the response to technical issues to ensure efficient problem resolution or proper escalation
- Provide Tier 1 remote desktop support and collaborate with Tier 2 staff to address complex issues
- Follow up on all trouble reports to ensure timely closure and excellent customer experience
- Generate technical documentation such as knowledgebase articles, internal procedures, and team communications
- Monitor infrastructure performance and manage events by initiating appropriate response procedures
- Participate in or lead major incident responses, coordinating communication channels and facilitating phone bridges when needed
- Serve as a team resource and lead by providing guidance, training, and scheduling support to staff
- Champion teamwork, consistency, and a supportive service culture on your shift
What You’ll Bring:
- Demonstrated technical aptitude and troubleshooting experience
- Strong communication and leadership skills
- Dedication to service, collaboration, and continuous improvement
Why Purdue?
At Purdue, your expertise powers a world-class academic community. You’ll join a team where curiosity drives innovation, mentorship supports growth, and every challenge is an opportunity to make a tangible impact. We’re dedicated to empowering our people — because when you succeed, the whole university moves forward.
At Purdue, your expertise powers a world-class academic community. You’ll join a team where curiosity drives innovation, mentorship supports growth, and every challenge is an opportunity to make a tangible impact. We’re dedicated to empowering our people — because when you succeed, the whole university moves forward.
Be part of the technology heartbeat that keeps Purdue strong. Apply today to join a team that supports progress at every level.
What We're Looking For
Education and Experience Needed:
- Associate degree
- Six (6) months of customer service or information technology experience
- In lieu of degree, consideration will be given to an equivalent combination of related education and required work experience
Skills Needed:
- Excellent oral and written communication 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
- Team building skills
- Team leading skills
- Works independently
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
Career Stream
Administrative and Operational Support 3
- Pay Band S050
- Job Code #20003371
Career path maker: https://www.purdue.edu/hr/careerpathmaker/
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.
Equal Opportunity Employer
Purdue University is an EOE employer.
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