Senior Technical Support Analyst

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.

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.

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.

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.

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.

• 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 Team Dynamix, 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

• 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…