Job Summary

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 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

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.

EOE / AA

Purdue University is an EOE/AA employer.