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Technical Support Coordinator

2 months ago

West Lafayette, Indiana, United States Purdue University Full time
Position Overview:

The IT Service Desk Analyst will resolve technical challenges to ensure prompt service restoration or appropriate escalation. This role includes providing immediate escalation points for customer, technical, and administrative concerns. Deliver tier 1 remote desktop assistance and collaborate with tier 2 support personnel to escalate complex issues. Ensure follow-up on all trouble tickets and proactively create technical documentation in the form of knowledgebase articles. Conduct infrastructure monitoring and manage Event Management processes. Initiate event response protocols as necessary. Lead or participate in major incident responses, including engaging the correct communication channels or managing a conference call. Serve as a resource specialist and team leader by guiding junior staff and assisting the supervisor with staff scheduling.

Work Environment:

This position operates in a hybrid model, primarily working onsite.

About Purdue University:

Purdue University is a progressive community that has been advancing for over 150 years, recognized for its pioneering contributions in STEM research and a culture of creativity, ingenuity, and innovation.

Qualifications:

Education and Experience Required:
  • Associate's degree
  • At least two (2) years of experience in customer service or information technology
  • In lieu of a degree, an equivalent combination of relevant education and experience will be considered.
Essential Skills:
  • Exceptional verbal and written communication abilities
  • Leadership capabilities
  • Ability to work independently
  • Proficient in:
    • Translating complex technical concepts for non-technical audiences
    • Identifying problem areas and recommending necessary improvements
    • Facilitating timely resolutions between technical teams
    • Performing well under pressure, driving solutions, and meeting deadlines
Additional Information:
  • Purdue University does not provide employment sponsorship for this role.
  • A background check will be required for this position.
  • FLSA Status: Non-Exempt (Eligible for Overtime)
  • Retirement Plan: Non-exempt Defined Contribution Plan
  • Purdue University is an EEO/AA employer committed to fostering a diverse workforce. All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply.
  • Benefits: Purdue University offers a comprehensive benefits package, including medical, dental, and vision insurance, along with a generous paid time off policy for sick and vacation days.
Career Stream:

Administrative and Operational Support 4
  • Pay Band S055
  • Job Code#
Equal Opportunity Employment:

Purdue University is an EOE/AA employer. All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply.