Service Desk Specialist

Job Summary Empower what’s next in technology at Purdue. At Purdue, technology supports every breakthrough, idea, and discovery that moves the world forward. As a Service Desk Specialist, you’ll be on the front line of that mission — ensuring that the tools, systems, and services that fuel our campus run seamlessly for faculty, students, and staff. What You’ll Do Lead the response to technical issues to ensure efficient problem resolution or proper escalation Provide Tier 1 remote desktop support and collaborate with Tier 2 staff to address complex issues Follow up on all trouble reports to ensure timely closure and excellent customer experience Generate technical documentation such as knowledgebase articles, internal procedures, and team communications Monitor infrastructure performance and manage events by initiating appropriate response procedures Participate in or lead major incident responses, coordinating communication channels and facilitating phone bridges when needed Serve as a team resource and lead by providing guidance, training, and scheduling support to staff Champion teamwork, consistency, and a supportive service culture on your shift What You’ll Bring Demonstrated technical aptitude and troubleshooting experience Strong communication and leadership skills Dedication to service, collaboration, and continuous improvement At Purdue, your expertise powers a world-class academic community. You’ll join a team where curiosity drives innovation, mentorship supports growth, and every challenge is an opportunity to make a tangible impact. We’re dedicated to empowering our people — because when you succeed, the whole university moves forward. What We're Looking For Education and Experience Needed Associate degree Six (6) months of customer service or information technology experience In lieu of degree, consideration will be given to an equivalent combination of related education and required work experience Skills Needed Excellent oral and written communication 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 Team building skills Team leading skills Works independently 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 Purdue University is an EOE employer. #J-18808-Ljbffr