OCCUPATIONAL SUMMARY: May require occasional evenings and weekends to facilitate major projects. The Analyst, IT for the Office of Continuing Studies and Summer Session provides IT support for staff, a computer teaching lab, classrooms with multi-media, and rental computers used for summer programs. He/she is expected to work with fellow departmental staff members, as well as other Duke technology support staff, to provide IT support for a variety of hardware and software platforms and user applications. The position will also provide content management of departmental web sites. The Analyst, IT reports directly to the Director of Duke Continuing Studies and Summer Session.
DUTIES AND RESPONSIBILITIES
- User Support Services-Provide end user support for staff of Duke Continuing Studies and Summer Session. Maintain familiarity with supported user community and manage equipment to provide excellent proactive, just in time, and customized support. o Install, configure, and maintain hardware, software, and network connectivity for departmental and lab computing equipment. Install and maintain printers, scanners, and other peripherals. Provide first-level troubleshooting of hardware, software, and network problems.
- Coordinate software and hardware purchases with IT Director, office Director, Business Manager, and Program Directors.
- Research, test, install, configure, maintain, and support all departmental, teaching lab and classroom instructional software, including office applications, email clients, web browsers, publishing software, etc.
- Assign domain/NetID accounts appropriately for access to workstations, shared files, networked resources, and shared enterprise applications hosted by OIT and Trinity Technology Services. Coordinate access to file storage solutions (either local, centrally-provided, or cloud based) for use by supported end users.
- Maintain an inventory database and accurate records of maintenance and repairs done on individual computers and special-purpose hardware devices.
- Provide training and/or printed and online documentation for procedures and policies, including registration help documents for web sites. o Educate staff about secure computing practices and data security.
- Provide periodic support for audio-visual enabled teaching and meeting spaces. Support may include technical assistance, hardware support, and training for use of AV supported services (projection,teleconferencing, videoconferencing).
- Provide digital image editing services and first-tier digital video support for program areas. Refer staff to other Duke resources as needed.
- Maintain and update as appropriate the office's staff wiki; e.g., add and delete users, add/edit pages and content. Manage departmental/shared mailboxes, centralized office email group lists and address books, sympa mailing lists, and office resources in Microsoft Office365.
- Work with program directors to coordinate content updates, changes, organization and permissions of websites for Summer Session and Continuing Studies, especially when these changes connect with curricular content within OneCE (the office's custom information management system). Verify curriculum data integrity in OneCE prior to registrationperiods. Plan and implement web edits in a timely manner (to complement other marketing efforts). Coordinate with and assist in larger web projects and upgrades, including addition of sub-sites for new programs, navigation changes, and integration with OneCE.
- Work within Arts & Sciences' (Duke) Continuing Studies &Summer Session (DCS&SS) teams to understand each program's audience of students and how best to meet curricular and programmatic goals with technology. Provide program assistance in support of DCS&SS, including oral and written communications with students, instructors, and academic departments; maintenance of student records; and preparation of statistical reports.
- Support new programming initiatives and personnel with technology needs that best serve Duke/global student audiences,marketing goals, and institutional standards and policy. Assist with identifying and incorporating appropriate instructional technologies, especially those hosted and supported by Trinity Technology Services (TTS) and the Office of Information Technology (OIT).
- Attend regular meetings with Director of Information Technology and Manager of Registration Services with Destiny Solutions' representative. Provide input on the issues list as needed. # Perform other related duties in support of IT projects, as needed.
- Provide program assistance in support of the Arts & Sciences' on-Campus Summer Session and Continuing Studies' Academic Studies unit, including oral and written communications with students, instructors, and academic departments; maintenance of student records; and preparation of statistical reports. Support new programming initiatives and personnel with technology needs that best serve Duke/global student audiences, marketing goals and institutional standards and policy.
2423 ANALYST, IT
Job Family Level
Full Time / Part Time
Regular / Temporary
EXPERIENCE & SKILLS
BA/BS in a computer related field or an equivalent combination of relevant education and experience required.
Minimum of three years operational and technical experience in a medium to large-scale client/server environment including at least three years of experience performing desktop support of operating systems and desktops, including experience installing and troubleshooting a wide variety of business applications.
- Good communications skills and the ability to work with a demanding clientele are necessary. This includes the ability for prompt decision-making and the promotion of world-class customer service. Ability to communicate with all levels of end-user (verbal and written).
- Excellent customer service and teamwork skills.
- Excellent time-management and organizational skills.
- Analytical and solution oriented.
- Self-motivated and goal-oriented.
- Continuous attention to security and confidentiality issues because sensitive data resides on the servers and the individual devices.
- Must be able to lift 40 pounds and unpack, shelve and shift desktop computers and peripherals.
- Must be able to work in an environment in which exposure to materials containing dust and mold is possible.
- Frequent bending, crouching, stooping.
- Normal office environment.
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.
Auto req ID
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.