IT Analyst - Device Services and Support

Duke University:
Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America's leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.
DUKE LAW SCHOOL
Device Services and Support, Academic Technologies
This position is part of the Law School's Department of Academic Technologies and reports to the team lead for the Device Services and Support group. This position exists to provide the highest quality of technical computing support services to the Law School Community (student, faculty, and staff); specializing in desktop/laptop/handheld device hardware/software support and server administration.
Work Performed

• Provide all levels of desktop support for Windows and MacOS configurations - remain dedicated until a solution is identified and implemented to the customer's satisfaction
• Provide backup for or assist in system administration for Windows 2016/2019 Server
• Perform Hardware and Software Installation, upgrades and configuration according to documented procedures
• Track problems, diagnosing issues until a solution can be implemented to the customer's satisfaction.
• Provide consultation to users for hardware and software acquisitions (backup and restore capabilities), coordinate their implementation and provide appropriate budget projections as needed, using standard configuration resources.
• Create and maintain documentation on supported systems and services
• Ensure endpoint compliance with best practices in IT security
• Train users (and peers) as needed, especially in the use of enterprise email and group scheduling systems. Other limited training when available
• Actively participate in the University's technical user groups
• Coordinate equipment pickups for disposal/recycling
• Participate in 24/7 on-call rotation
• Perform other duties as assigned

The above description of responsibilities is not an exhaustive list but is representative of the duties of the position. There may be other duties as assigned by the supervisor.
Education and Training
Associate degree (Computer Science or related field preferred), or an equivalent combination of education and experience.
Experience
Minimum of one year operational and technical experience in a medium to large-scale client/server environment including experience performing desktop support of operating system (Windows/MacOS) and desktops and experience installing and troubleshooting a wide variety of business applications.
OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
Knowledge, Skills and Abilities

• Good communications skills and the ability to work with a demanding clientele is necessary. This includes the ability for prompt decision-making and demonstrating superior customer service.
• Expectation setting and follow up with customers.
• Ability to communicate with all levels of end-users as well as other support entities (verbal and written).
• Must be able to work both in a team environment and independently.
• Strong interpersonal skills.
• Excellent time-management and organizational skills.
• Self-motivated and goal-oriented.
• Continuous attention to security and confidentiality issues due to exposure to sensitive data.

Preferred Qualifications

• At least one year of hands-on experience installing, configuring, and maintaining Windows 2016/2019 application servers.
• Knowledge or experience with Microsoft Active Directory.
• Knowledge or experience with Windows Group Policy.
• Knowledge or experience with desktop management and deployment tools, such as Microsoft System Center Configuration Manager and Jamf Pro.
• Basic understanding of Linux based Operating Systems.
• Knowledge or experience working with servers in a Virtual Hosting environment
• Experience with Information Technology Service Management Tools, such as ServiceNow.

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.