SERVICE DESK ANALYST, IT
SERVICE DESK ANALYST, IT
Technical Support Center The Fuqua School of Business Job Title: Analyst, IT Working Title: Service Desk Analyst
The role of the Service Desk Analyst is to be the critical first contact for information technology needs for end users at the Fuqua School of Business. The position requires excellent communication and technology skills in order to effectively answer technical questions and solve first level issues over the phone, via email or with walk in customers; or triage and route issues to the correct internal or external resource, and monitor issues until resolved. The position will dispatch for immediate technical support to Fuqua's classrooms and seminar rooms. The position will also be responsible for maintenance and repair of printers and computers in the MBA Computing Space and all other duties as assigned. The Technical Support Specialist is expected to gain mastery of Fuqua specific applications and technologies. In addition, the position requires individuals in this position to provide high-level customer service for students, faculty, and staff members of the Fuqua School of Business.
The ideal candidate will also be able to:
(1) configure, deploy, and maintain Windows workstations;
(2) identify, install, configure, and upgrade software;
(3) identify, install, configure, and upgrade hardware;
(4) utilize Service Now ticketing application;
(5) demonstrate strong customer service background
(6) create/manage Active Directory computer and user accounts;
(7) troubleshoot network connectivity issues relating to wired/wireless connectivity, VPN connectivity, and network printing.
The following are also preferred: current professional certification in Microsoft operating systems and/or applications; current A+ and/or Network+ certification; strong customer service background; working knowledge of the Mac operating system; ability to maintain a professional bearing in sometimes difficult circumstances; familiarity with Microsoft Office suite, web browsers and email clients, anti-virus and anti-spyware tools.
Minimum Education and Experience: 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 graduation from a two-year technical college with a major in computer science or information technology and two years of progressive experience in the information technology field of work related to position's role; or an equivalent combination of training, certifications and/or experience.
Essential Experience, Knowledge and Skills:
Experience supporting Microsoft Windows on client computers required.
Experience configuring PC hardware is required.
Excellent communication and technical writing skills are vital.
Customer service/support experience is required.
The ability to work well within a team oriented environment is essential.
Position/Work Schedule Requirements: Monday-Friday 8:00 AM - 5:00 PM
2423 ANALYST, IT
Job Family Level
Full Time / Part Time
Regular / Temporary
Duke University is an Affirmative Action/Equal Opportunity Employercommitted to providing employment opportunity without regard to anindividual's age, color, disability, genetic information, gender, gender expression, gender identity, national origin, race, religion,sexual orientation, or veteran status.Essential Physical Job Functions:Certain jobs at Duke University and Duke University Health System mayinclude essential job functions that require specific physical and/ormental abilities. Additional information and provision for requests forreasonable accommodation will be provided by each hiring department.
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Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, genetic information, gender, gender expression, gender identity, national origin, race, religion, sexual orientation, or veteran status.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job 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.