Purdue University
Service Desk Specialist
Purdue University, West Lafayette, Indiana, United States, 47907
Job Summary
The Service Desk Specialist - Lead will address technical issues to ensure a quick restoration of service or proper escalation. You will provide real-time escalation for customer, technical, and administrative issues by providing Tier 1 remote desktop support and collaborate with Tier 2 support staff to escalate advanced issues. This position will follow up on all trouble reports. The Service Desk Specialist - Lead will proactively generate technical documentation in the form of knowledgebase articles, internal documentation, and inter/intra team correspondence. You will perform infrastructure monitoring and event management process duties. You will initiate event response procedures as needed. The Service Desk Specialist - Lead will participate in, and/or lead, major incident responses, such as engaging proper communication channels or leading a phone bridge. You will act as a resource specialist and team lead by providing guidance to lower-level staff as well as assisting the supervisor with scheduling staff. You will lead, direct, and participate in training of new and existing employees, maintain and nurture the team dynamic, and make a positive impact on the team and their work. The Service Desk Specialist - Lead will serve as a dependable and trusted resource for the shift supervisor.
What We're Looking For:
Education and Experience Needed:Associate degreeTwo (2) years of customer service or information technology experienceIn lieu of degree, consideration will be given to an equivalent combination of related education and required work experienceSkills Needed:
Excellent oral and written communication skillsAbility to:
convey complex technical information to non-technical individuals at all levelsrecognize problem areas and propose necessary changesmediate between technical groups to obtain timely resolutionswork well under pressure, facilitate solutions, and meet deadlines and milestonesCommunicate comfortably, effectively, and respectfully with individuals of diverse experiences, abilities, languages, and goals
Team building skillsTeam leading skillsTeaching, coaching, and training skillsWorks independentlyAdditional Information:
Purdue University will not sponsor employment authorization for this positionA background check will be required for employment in this positionFLSA: Non-Exempt (Eligible for Overtime)Retirement Eligibility: Non-exempt Defined Contribution PlanBenefit 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 daysCareer Stream
Administrative and Operational Support 4
Pay Band S055Job Code#20003372
Link to Purdue University's Compensation Guidelines: https://www.purdue.edu/hr/mngcareer/compguidelines/index.php
EEO / AA
Purdue University is an EOE/AA employer. All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply.
The Service Desk Specialist - Lead will address technical issues to ensure a quick restoration of service or proper escalation. You will provide real-time escalation for customer, technical, and administrative issues by providing Tier 1 remote desktop support and collaborate with Tier 2 support staff to escalate advanced issues. This position will follow up on all trouble reports. The Service Desk Specialist - Lead will proactively generate technical documentation in the form of knowledgebase articles, internal documentation, and inter/intra team correspondence. You will perform infrastructure monitoring and event management process duties. You will initiate event response procedures as needed. The Service Desk Specialist - Lead will participate in, and/or lead, major incident responses, such as engaging proper communication channels or leading a phone bridge. You will act as a resource specialist and team lead by providing guidance to lower-level staff as well as assisting the supervisor with scheduling staff. You will lead, direct, and participate in training of new and existing employees, maintain and nurture the team dynamic, and make a positive impact on the team and their work. The Service Desk Specialist - Lead will serve as a dependable and trusted resource for the shift supervisor.
What We're Looking For:
Education and Experience Needed:Associate degreeTwo (2) years of customer service or information technology experienceIn lieu of degree, consideration will be given to an equivalent combination of related education and required work experienceSkills Needed:
Excellent oral and written communication skillsAbility to:
convey complex technical information to non-technical individuals at all levelsrecognize problem areas and propose necessary changesmediate between technical groups to obtain timely resolutionswork well under pressure, facilitate solutions, and meet deadlines and milestonesCommunicate comfortably, effectively, and respectfully with individuals of diverse experiences, abilities, languages, and goals
Team building skillsTeam leading skillsTeaching, coaching, and training skillsWorks independentlyAdditional Information:
Purdue University will not sponsor employment authorization for this positionA background check will be required for employment in this positionFLSA: Non-Exempt (Eligible for Overtime)Retirement Eligibility: Non-exempt Defined Contribution PlanBenefit 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 daysCareer Stream
Administrative and Operational Support 4
Pay Band S055Job Code#20003372
Link to Purdue University's Compensation Guidelines: https://www.purdue.edu/hr/mngcareer/compguidelines/index.php
EEO / AA
Purdue University is an EOE/AA employer. All individuals, including minorities, women, individuals with disabilities, and veterans are encouraged to apply.