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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 2nd 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/
EOE / AA
Purdue University is an EOE/AA employer.