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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 tackle technical challenges to ensure swift service restoration or appropriate escalation. This role includes providing immediate escalation points for customer, technical, and administrative concerns. The analyst will deliver tier 1 remote desktop assistance and collaborate with tier 2 support staff to escalate more complex issues. Follow-up on all service requests is essential. Additionally, the analyst will proactively create technical documentation in the form of knowledgebase articles. Responsibilities also include infrastructure monitoring and managing event processes. The analyst will initiate event response protocols as necessary and may participate in or lead major incident responses, which includes engaging the appropriate communication channels or managing a conference call. This role also serves as a resource specialist and team leader, offering guidance to junior staff and assisting supervisors with staff scheduling.

Work Environment:

This position operates in a hybrid model, primarily on-site.

About Purdue University:

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

Qualifications:

Education and Experience:
  • Associate's degree
  • At least two (2) years of experience in customer service or information technology
  • Consideration will be given to an equivalent combination of relevant education and experience in lieu of a degree.
Skills Required:
  • Exceptional verbal and written communication abilities
  • Leadership skills within a team setting
  • Ability to work independently
  • Capability to:
    • Translate complex technical information for non-technical audiences at all levels
    • Identify problem areas and recommend necessary changes
    • Facilitate timely resolutions between technical teams
    • Thrive under pressure, drive solutions, and meet deadlines
Additional Information:
  • Purdue University does not sponsor employment authorization for this role.
  • A background check will be required for employment.
  • FLSA Status: Non-Exempt (Eligible for Overtime)
  • Retirement Plan: Non-exempt Defined Contribution Plan
  • Purdue University is an EEO/AA employer committed to 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 Path:

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.

Company Culture:

Purdue fosters a collaborative environment with global perspectives, pride in being a Boilermaker, and abundant opportunities for personal and professional growth.