Edtech.com's Summary

Purdue University is hiring a Service Desk Specialist to provide Tier 1 remote desktop support, lead technical issue resolution, and collaborate with Tier 2 staff to ensure smooth technology operations for faculty, students, and staff. The role involves managing incident responses, generating technical documentation, and leading team support efforts to maintain infrastructure performance.

Highlights

Lead technical issue responses and escalate complex problems appropriately
Provide Tier 1 remote desktop support and collaborate with Tier 2 staff
Follow up on trouble reports to ensure timely resolution and customer satisfaction
Create technical documentation, including knowledgebase articles and internal procedures
Monitor infrastructure performance and manage event response procedures
Coordinate major incident responses and facilitate communication channels
Provide guidance, training, and scheduling support to team members
Strong communication and leadership skills required
Associate degree and two years of customer service or IT experience preferred
Purdue University offers a comprehensive benefits package including medical, dental, vision insurance, and paid time off

Service Desk Specialist Full Description

Job Summary

Service Desk Specialist
Purdue University – West Lafayette, Indiana

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.

Be part of the technology heartbeat that keeps Purdue strong. Apply today to join a team that supports progress at every level.

This position is located on the West Lafayette campus in Indiana.

What We're Looking For

Education and Experience Needed:

Associate degree
Two (2) years 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 4

Pay Band S055
Job Code #20003372

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.

Original Job Description

Job Summary

Service Desk Specialist
Purdue University – West Lafayette, Indiana

Empower what’s next in technology at Purdue.

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

Be part of the technology heartbeat that keeps Purdue strong. Apply today to join a team that supports progress at every level.

This position is located on the West Lafayette campus in Indiana.

What We're Looking For

Education and Experience Needed:

Associate degree
Two (2) years 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 4

Pay Band S055
Job Code #20003372

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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Service Desk Specialist

Edtech.com's Summary

Service Desk Specialist Full Description

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