Service Desk Specialist

The Service Desk Specialist will address technical issues to ensure a quick restoration of service or proper escalation.  Provide real time escalation points for customer, technical and administrative issues.  You will provide tier 1 remote desktop support and work with tier 2 desktop support staff to escalate advanced issues.  You will follow up on all trouble reports. This position will proactively generate technical documentation in the form of knowledgebase articles.  You will perform infrastructure monitoring and Event Management process duties.  Initiate event response procedures when the need arises.  You will also participate and/or lead major incident responses, such as engaging proper communication channels or leading a phone bridge.

This position is hybrid position where you will work mostly on the West Lafayette campus and some remotely.  You must be able to be on campus within 30 minutes if called.

This is a third shift position working from 11:00pm to 8:00am.

Education and Experience:

• Associate’s degree
• Some experience in 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

Preferred:

• ITIL Certificate a plus

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
  • make decisions, maintain service standards, and serve as a resource, all with limited supervision
• Team building skills
   

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:  Defined Contribution Waiting Period
• Purdue University is an EEO/AA employer fully committed to achieving a diverse workforce. All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply
• 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