It Analyst - End User Support

School of Medicine Established in 1930, Duke University School of Medicine is the youngest of the nation's top medical schools. Ranked sixth among medical schools in the nation, the School takes pride in being an inclusive community of outstanding learners, investigators, clinicians, and staff where interdisciplinary collaboration is embraced and great ideas accelerate translation of fundamental scientific discoveries to improve human health locally and around the globe. Composed of more than 2,500 faculty physicians and researchers, more than 1,300 students, and more than 6,000 staff, the Duke University School of Medicine along with the Duke University School of Nursing, Duke University Health System and the Private Diagnostic Clinic (PDC) comprise Duke Health. a world-class academic medical center. The Health System encompasses Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, Duke Primary Care, Duke Home and Hospice, Duke Health and Wellness, and multiple affiliations.

Primary role:

The OASIS Computing team has the day-to-day responsibilities for configuring, implementing, and supporting approximately 10,000 workstations and 9,000 customers throughout Duke School of Medicine departments, institutes and centers. The role is for Device Support IT, focused on end user technical support.

Essential tasks/responsibilities:

This position is responsible for IT maintenance regarding workstations, printers, and peripheral devices, along with some ancillary support for application issues. Analysts are expected to be first point of contact for IT questions, liaison between DHTS and customer base in order to respond to business needs.

Specific duties include, but are not limited to:

• Provide primary support for issues pertaining to network, fileserver, desktop/laptop, printer, peripheral, and/or other user problems and when necessary, coordinate with other DHTS groups for a resolution.
• Provide support for remote access and international travel
• Perform customer training on all necessary applications and hardware, review and enforce security policies
• Provide VoIP secondary technical support and provide customer training and orientation for use of the technology.
• Work with other group members as a team for all of the above.
• Participate in the group’s 24x7 on call rotation.
• Windows/Macintosh file sharing and application support.
• Install, configure, maintain, and troubleshoot software applications.
• Serve as a point contact to interact with application/equipment vendors
• Maintain accurate documentation and inventory of all deployed hardware and software, as well as procedures regarding end user device support and operations.
• Ability to work independently to specific standards.
• Build, install, configure, maintain, and troubleshoot Windows/Mac/Linux based desktop/laptop computers, printers, and other peripherals (such as Smartphones and tablet devices).
• Participate in proactive device management and have strong communication skills, paying constant attention to customer needs.
• Maintain user account, group, and network security practices.
• Ancillary AV support to supported conference rooms/end user

Education/training

• Graduation from a two-year technical college with a major in information technology and two years of progressive experience in verifiable device support related work as listed in this role.
• Graduation from a four-year college or university and one-year experience in the information technology field or customer service field; OR
• Graduation from a four-year college or university with a major in computer science or information technology or related degree; OR

Experience

• Strong experience with Linux command line including OS configuration, software installation and configuration, domain binding, and writing custom scripts
• Excellent technical documentation skills.
• Experience installing, upgrading, maintaining, and troubleshooting RedHat Enterprise Linux, CentOS, Ubuntu, Fedora, and other distributions of Linux.
• Excellent computer support skills, including current Windows and Mac OS X and a good understanding of workstation and file server operations, maintenance, and repair.
• Excellent team skills, strong customer service focus, and positive personal behavior characteristics.
• Bachelor's degree in computer science, mathematics, or related field, or equivalent coursework, technical training, or experience.
• Local area networks and communication fundamentals, including Microsoft Active Directory, Citrix presentation environment, database basic troubleshooting, not limited to server-based connectivity issues.
• Excellent oral and written communication skills with a customer service focus.
• Academic environment and/or Duke experience is desired
• Understanding and basic knowledge of workstation remote management and software distribution.

Special competencies/credentials

Service Now Incident Mgmt./Asset Mgmt.

ITIL

Academic environment and/or Duke experience

Individual must be able to lift 50 pounds or more

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.