Senior Technical Support Analyst

Purdue University; West Lafayette (IN); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Purdue's benefits summary available here: https://www.purdue.edu/hr/Benefits/

Job summary

Purdue University is hiring a Senior Technical Support Analyst to provide frontline technical support for Athletics Information Technology services. This role is responsible for diagnosing hardware and software issues and ensuring high-quality customer service.

Qualified candidates should have an Associate's degree in IT or a related field, with experience in technical support and familiarity with IT service management tools. This is a non-exempt position eligible for overtime.

Qualifications

• One year of frontline technical support experience preferred.
• Experience with macOS and Windows in a managed environment is required.
• Familiarity with IT service management tools preferred.

Responsibilities

• Provide frontline technical support for Athletics users.
• Document incidents and resolutions in approved systems.
• Assist with IT operations during events and presentations.

Skills

Customer service skills

Troubleshooting skills

Communication skills

Problem identification

Team collaboration

Education

Associate's degree in IT or Computer Science

Tools

TeamDynamix

Microsoft Endpoint Configuration Manager

Active Directory

Job description

Job Summary

The Senior Technical Support Analyst provides frontline technical support for Athletics Information Technology services. This role is responsible for diagnosing and resolving routine hardware, software, and connectivity issues for Athletics users, documenting incidents and resolutions in approved systems, and ensuring consistent, high-quality customer service. Issues that are complex, recurring, or beyond established procedures are escalated to the Lead Technical Support Analyst. The position operates within defined service frameworks, procedures, and escalation paths.

What You'll Be Doing

USER SUPPORT AND INCIDENT RESOLUTION

The Technical Support Analyst provides frontline technical support to Athletics users, serving as the initial point of contact for routine information technology issues. The role is responsible for diagnosing and resolving common hardware, software, and connectivity problems in a timely and professional manner while maintaining a strong customer service focus. When issues are complex, recurring, or exceed established troubleshooting procedures, the position escalates the issue to the Lead Technical Support Analyst in accordance with defined escalation paths to ensure appropriate resolution and continuity of service.

DOCUMENTATION AND PROCESS ADHERENCE

The position is responsible for accurately documenting incidents, troubleshooting steps, and resolutions within approved ticketing and documentation systems. This documentation supports operational transparency, reporting, and service continuity, and contributes to institutional knowledge and process improvement. The role follows established IT service workflows, standards, and escalation procedures, and adheres to departmental and university policies governing service delivery and documentation.

OPERATIONAL AND EVENT SUPPORT

The Technical Support Analyst supports day-to-day IT operations by assisting with equipment setup, system troubleshooting, and technology needs as assigned. The role may provide support for presentations, meetings, and Athletics events, and assists during peak operational periods or service interruptions under the direction of IT leadership. These activities support consistent and reliable IT services across Athletics facilities and functions.

OTHER

In addition to core responsibilities, the position performs other related duties as assigned to support Athletics Information Technology operations. This may include assisting during major outages, participating in training activities, or supporting departmental initiatives as needed. All duties are performed in compliance with Purdue University, Big Ten Conference, and NCAA rules, policies, procedures, and regulations.

What We're Looking For

Education and Experience

• Associate's degree with a concentration in information technology, computer science, or computer‑related coursework is required
• Equivalent combination of education and relevant technical experience.
• One (1) year of experience providing frontline technical support or customer service in an information technology environment, with experience in an IT support center or service desk focusing on problem identification, troubleshooting, and issue resolution preferred
• Experience supporting macOS and Windows operating systems, as well as mobile devices, in a managed enterprise environment is required
• Familiarity with IT service management and systems tools such as TeamDynamix, Microsoft Endpoint Configuration Manager (MECM), and Active Directory, or comparable platforms, is preferred
• Experience working within defined service processes and escalation models in a team‑based IT environment is beneficial

Skills needed

• Requires strong customer service and troubleshooting skills, with the ability to diagnose and resolve routine technical issues efficiently and professionally
• Strong written and verbal communication skills are necessary to clearly document incidents and resolutions and to communicate technical information effectively to non‑technical users
• Requires the ability to recognize when issues exceed established procedures and to follow defined escalation paths appropriately
• The ability to work effectively in a fast‑paced support environment, adhere to documented processes and standards, manage competing priorities, and collaborate with other IT staff is essential
• Must adhere to and comply with Purdue University, Big Ten Conference, and NCAA rules, policies, procedures, and regulations

Additional Information

• Purdue's benefits summary https://www.purdue.edu/hr/Benefits/
• 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

Career Stream

Compensation Information:
Administrative and Operational Support 3
Pay Band S050
Job Code#20003371

Link to Purdue University's Compensation Guidelines: https://www.purdue.edu/hr/mngcareer/compguidelines/index.php

EOE

Purdue University is an EO/EA University