Purdue University
Req Id: 37954
Job Title: Service Desk Specialist
City: West Lafayette
Job Description:
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 3rd shift -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 Career Stream
Administrative and Operational Support 3
Pay Band S050 Job Code #20003371
Career pathmaker: https://www.purdue.edu/hr/careerpathmaker/
Equal Opportunty Employer
Purdue University is an EOE employer.
Job Title: Service Desk Specialist
City: West Lafayette
Job Description:
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 3rd shift -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 Career Stream
Administrative and Operational Support 3
Pay Band S050 Job Code #20003371
Career pathmaker: https://www.purdue.edu/hr/careerpathmaker/
Equal Opportunty Employer
Purdue University is an EOE employer.