Lead Technical Support Analyst

Purdue University; West Lafayette (IN); On-site; USD 70,000 - 90,000; Full time

Job summary

Purdue University’s Athletics Information Technology team seeks a Lead Technical Support Analyst to own operations and system administration across Athletics IT services. You will develop documentation, lead projects, and coordinate with Central IT and external vendors to ensure reliable, well‑documented services.

The role emphasizes escalation support, training material creation, and user adoption initiatives while maintaining governance and security standards within the Athletics organization.

Qualifications

• Associate’s degree in information technology or related discipline.
• Two years of IT or customer-focused technical experience in operations administration.
• Experience supporting enterprise IT systems and serving as an escalation point for issues.
• Working knowledge of servers, network infrastructure, and computer hardware/software in a managed IT environment.
• Experience supporting macOS and Windows operating systems, as well as mobile devices, in a managed enterprise environment.

Responsibilities

• Serve as the primary administrator for designated Athletics IT systems and services.
• Coordinate system changes, upgrades, and project delivery with internal staff, Central IT, and vendors.
• Develop, document, and maintain operational procedures and training materials.
• Provide escalation support for technical and service issues beyond frontline support.
• Ensure secure system access and compliance with governance and security requirements.

Skills

Technical communication

Documentation

Training delivery

Problem solving

Project coordination

Time management

Education

Associate’s degree in IT or related

Tools

TeamDynamix

SCCM/MECM

Active Directory

Sassafras

Rapid7

Job description

Job Summary

The Lead Technical Support Analyst serves as the primary administrator and service owner for designated Athletics Information Technology systems and services. This role is responsible for operational service ownership, system administration, non‑supervisory project coordination, and serving as the escalation point for technical and service issues that cannot be resolved by the Information Systems Specialist. The position provides primary administration for biometric fingerprinting systems and secondary administration for access control systems, while coordinating with Central IT and external vendors as needed. The role also develops and maintains operational documentation, training materials, and user adoption initiatives to ensure effective and consistent use of Athletics IT services. The position operates without supervisory or budgetary authority and exercises leadership through coordination, process ownership, training, and technical expertise.

What You'll Be Doing:

OPERATIONS:

The Operations function encompasses service ownership, lifecycle management, and project delivery for Athletics Information Technology systems and services. This includes planning, administering, and supporting IT services from implementation through ongoing operation and improvement; coordinating system changes, upgrades, and enhancements; and leading assigned projects to ensure successful, timely, and compliant delivery. The position evaluates service and project requirements, develops documentation and standard operating procedures, coordinates tasks with internal staff, Central IT, and vendors, and monitors progress, risks, and dependencies. Through this work, the role ensures Athletics IT services are stable, well‑documented, aligned with established standards and policies, and adopted effectively by users, while serving as an escalation point for issues that exceed frontline support capabilities.

USER SUPPORT:

The User Support function encompasses advanced system administration, escalation support, and coordination activities that ensure reliable, secure, and consistent use of Athletics Information Technology services. This includes serving as the primary administrator for biometric fingerprinting systems and providing secondary administrative support for access control systems, including coordination of permissions, schedules, and operational continuity in alignment with established policies and standards.

The position serves as the escalation point for technical and service issues that cannot be resolved by the Information Systems Specialist, working to diagnose root causes and coordinate resolution with internal technical teams, Central IT service partners, and external vendors as needed. Through these responsibilities, the role ensures secure system access, responsive issue resolution, continuity of critical services, and effective support for Athletics users while maintaining compliance with institutional governance and security requirements.

DOCUMENTATION:

This function focuses on ensuring Athletics Information Technology services are delivered consistently, adopted effectively, and supported by clear processes and training. Responsibilities include developing, maintaining, and improving operational procedures, workflows, and documentation associated with IT systems and services. The position coordinates and supports system and service changes, ensuring changes are communicated, documented, tested, and implemented in accordance with established policies and standards.

The role is responsible for creating and maintaining user‑focused training materials and delivering or coordinating training initiatives to promote effective adoption and consistent use of Athletics IT systems and services. This includes developing guidance, reference materials, and training resources for technical and non‑technical users and collaborating with stakeholders to identify training needs. Through these activities, the position supports smooth service transitions, reduces operational risk, and improves user understanding and adoption of technology across Athletics.

What We’re Looking For:

Education and Experience:

• Associate’s degree with a concentration in information technology, information systems, computer science, or a related discipline
• Two (2) years of experience in information technology or customer‑focused technical environments, including experience progressing beyond frontline support into system, service, or operational administration.
• Demonstrated experience supporting or administering enterprise or departmental IT systems and serving as an escalation point for issue resolution.
• Working knowledge of servers, network infrastructure, and computer system hardware and software in a managed IT environment is required.
• An equivalent combination of education and progressively responsible experience will be considered
• Experience supporting macOS and Windows operating systems, as well as mobile devices, in a managed enterprise environment is required.

Skills needed:

• Excellent oral and written communication skills, with the ability to convey complex technical information clearly to non‑technical users and stakeholders at all organizational levels.
• Demonstrated ability to develop, document, and maintain moderately complex IT services, systems, or operational projects.
• Proven ability to create and maintain training materials and deliver training initiatives to support system and service adoption.
• Strong analytical skills to identify problem areas, propose process improvements, and coordinate effective resolutions across technical teams.
• Ability to work under pressure, manage competing priorities, and meet milestones and deadlines.
• Must adhere to and comply with Purdue University, Big Ten Conference, and NCAA rules, policies, procedures, and regulations.

Nice to have:

• Experience with IT service management and systems administration tools such as TeamDynamix, Microsoft Endpoint Configuration Manager (SCCM/MECM), Active Directory, Sassafras, and Rapid7, or comparable platforms, is strongly preferred.

Additional Information:

• Purdue will not sponsor employment authorization for this position
• A background check will be required for employment in this position
• This was formerly classified as an operational/technical position; an internal lateral transfer will retain same benefit standing
• FLSA: Non-Exempt (Eligible For Overtime)
• Retirement Eligibility: Non-exempt Defined Contribution Plan

Compensation Information:

Career Stream: Administrative and Operational Support 4

Pay Band S055

Job Code#20003372