Purdue University
Service Desk Specialist
Edtech.com's Summary
Purdue University is hiring a Service Desk Specialist to serve as the first point of contact for technical support across campus. The role involves providing Tier 1 remote desktop support, collaborating with Tier 2 teams, managing incident responses, and maintaining knowledgebase documentation to ensure smooth IT services for students, faculty, researchers, and staff.
Highlights
- Provide Tier 1 remote desktop support and escalate issues to Tier 2 teams
- Monitor infrastructure systems and participate in major incident responses
- Maintain and update knowledgebase articles for service improvement
- Strong troubleshooting and customer service skills required
- Experience with desktop support tools, remote access, and ticketing systems
- Excellent communication skills to explain technical information to non-technical users
- Associate degree and 6 months of IT customer service or equivalent experience required
- FLSA: Non-Exempt, eligible for overtime; includes a substantial benefits package
- Background check required; Purdue University does not sponsor employment authorization for this role
- Supports Purdue's diverse campus community including students, faculty, researchers, and staff
Service Desk Specialist Full Description
Job Summary
Service Desk Specialist
IT Customer Service | Purdue University | West Lafayette, IN
IT Customer Service | Purdue University | West Lafayette, IN
At Purdue University, we approach technology as a connector—linking people, ideas, and opportunity. As a Service Desk Specialist, you’ll play a critical role in keeping Purdue’s digital environment running smoothly for students, faculty, researchers, and staff across campus. In this role, you’ll be the first point of contact for technical support, helping users resolve issues efficiently and ensuring a seamless experience. You’ll collaborate closely with Tier 2 support specialists, document solutions for campus-wide knowledge sharing, and help initiate responses to critical incidents when they arise.
What You’ll Do
- Provide Tier 1 remote desktop support and escalate advanced issues to Tier 2 support teams
- Address technical issues quickly and effectively, ensuring timely restoration of service
- Monitor infrastructure systems, perform event management, and initiate response procedures when needed
- Participate in—or lead—major incident responses, including communication and coordination efforts
- Maintain and update knowledgebase articles to support continuous service improvement
- Follow up on reported issues to ensure complete resolution and user satisfaction
What We’re Looking For
- Strong troubleshooting and customer service skills
- Experience with desktop support tools, remote access, and ticketing systems
- Ability to communicate technical information clearly to non-technical users
- Adaptability and teamwork in a fast-paced, service-oriented environment
- Commitment to building an inclusive, responsive support culture
What You’ll Find at Purdue
Purdue is a place where your work matters. You’ll be part of a team that values curiosity, problem-solving, and collaboration, helping ensure that every member of our campus community can pursue their goals without technology getting in the way. In return, you’ll gain opportunities to grow your technical skills, contribute to innovative service solutions, and take pride in supporting a world-class university.
Purdue is a place where your work matters. You’ll be part of a team that values curiosity, problem-solving, and collaboration, helping ensure that every member of our campus community can pursue their goals without technology getting in the way. In return, you’ll gain opportunities to grow your technical skills, contribute to innovative service solutions, and take pride in supporting a world-class university.
While a hybrid position it is located on the Purdue West Lafayette campus.
What We're Looking For
Education and Experience Needed:
- Associate degree
- 6 months of IT 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
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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