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ANALYST, IT

Employer
Duke University
Location
Durham, NC

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Employment Type
Full Time
Institution Type
Four-Year Institution

Job Details


diversity employer



ANALYST, IT
Biology

Biology/Chemistry Service Desk IT Analyst

The Service Desk IT Analyst (SDA) is a key member of the Biology, Evolutionary Anthropology (Evanth) and Chemistry Departments' computer team. He/she is responsible for the health of all Biology, Evanth and Chemistry owned supported, monitored and managed systems. The SDA will provide IT technical and application support to the faculty, staff and students of the Biology, Evanth, and Chemistry departments. He/she is responsible for identifying incidents, events, analyzing problem trends, and overseeing the management and resolution of issues using a multitude of tools. They troubleshoot and resolve matters discovered under the scope of the BiologyEvanthChemistry IT Department and Service Desk.

The SDA Analyst requires technical acumen, excellent communication skills, troubleshooting skills and the ability to prioritize and manage multiple tasks. They need to quickly determine root cause and resolve issues, developing and implementing technology to ensure exceptional customer service.

Essential tasks and responsibilities:

Meets work standards while staffing the BiologyEvanthChemistry service desk for walk-in support by the following productivity, quality, follow-through and customer service standards; resolving desktop support and maintenance problems within set time frame:
  • Ensures all new incidents, checking in of equipment or requests are entered in ServiceNow and adequately documented.
  • All new incidents have a response time of 24 hours, are updated daily with status and work notes, and are closed after 3 attempts to contact the user within 7 business days.
  • Works collaboratively within the IT team, accomplishes work requirements by orienting, training, assigning, and coaching student computer consultants
  • Encourages and explores opportunities to add value to departmental needs and job accomplishments

Collaborate with other IT professionals to promote "best practice" solutions within the framework of Trinity College of Arts & Sciences Office of Technology Services (TTS) and Duke University's Office of Information Technology (OIT)

Work collaboratively with IT Security Office on proactive risk mitigation processes and the implementation of University wide security policies

Participate in cross-team, inter-departmental, and university-wide projects in developing and documenting procedures for triage and problem resolution of new applications or information technology related services

Evaluate documented resolutions, analyze trends, develop and improve processes and procedures that are efficient in resolving issues quickly and ensuring customer satisfaction

Responsible for configuration, monitoring and troubleshooting of specialized instrumentation, documenting processes, system triage, and disaster recovery, providing customer service and support to ensure solutions meet the pedagogical, research and business needs of the departments.

Required Skills:
  • Education
    • Bachelor's Degree or equivalent experience in a technology-related field
  • Experience required
    • Minimum of 3 years IT experience (experience in higher education and/or scientific environment and/or with analytical instruments preferred)
  • Certifications (Preferred but not required)
    • Basic certification in A+; Microsoft Certified Solutions Expert; Cisco Certified Network Assistant
  • Skills
    • Ability to work with limited supervision in a team environment
    • Experience troubleshooting computer hardware, software, and networking issues
    • Results oriented, organized, efficient and self-motivated
    • Exceptional customer service skills with excellent written and verbal communication skills
    • Insatiable appetite to learn new technologies and overcome technical challenges
    • Proficient in Microsoft Office applications, implementing security policies, procedures, and protocols
    • Experience with system imaging tools for both Windows and Mac OS (SCCM, JAMF (Casper) and MDM solutions
    • Experience with supporting mobile devices including IOS, Windows OS,
    • Experience with supporting multiple operating systems and server systems including Windows Server 2012-2016, Windows OS 7, 10; Mac OS X 10.10-10.14, *Linux OS experience a plus
    • Knowledgeable with virtual machine configurations (VMware, Parallels)
  • Other requirements:
    • Dress code: Business casual


Requisition Number
401544988

Location
Durham

Duke Entity
UNIVERSITY

Job Code
2423 ANALYST, IT

Job Family Level
C

Full Time / Part Time
FULL TIME

Regular / Temporary
Regular

Shift
First/Day

Minimum Qualifications
Duke University 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 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.
Education
Refer to Job Description

Auto req ID

108848BR

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.

PI107086264

Organization

Read our Diversity Profile History

Duke University was created in 1924 by James Buchanan Duke as a memorial to his father, Washington Duke. The Dukes, a Durham family that built a worldwide financial empire in the manufacture of tobacco products and developed electricity production in the Carolinas, long had been interested in Trinity College. Trinity traced its roots to 1838 in nearby Randolph County when local Methodist and Quaker communities opened Union Institute. The school, then named Trinity College, moved to Durham in 1892, where Benjamin Newton Duke served as a primary benefactor and link with the Duke family until his death in 1929. In December 1924, the provisions of indenture by Benjamin’s brother, James B. Duke, created the family philanthropic foundation, The Duke Endowment, which provided for the expansion of Trinity College into Duke University.Duke Campus

As a result of the Duke gift, Trinity underwent both physical and academic expansion. The original Durham campus became known as East Campus when it was rebuilt in stately Georgian architecture. West Campus, Gothic in style and dominated by the soaring 210-foot tower of Duke Chapel, opened in 1930. East Campus served as home of the Woman's College of Duke University until 1972, when the men's and women's undergraduate colleges merged. Both men and women undergraduates now enroll in either the Trinity College of Arts & Sciences or the Pratt School of Engineering. In 1995, East Campus became the home for all first-year students.

Duke maintains a historic affiliation with the United Methodist Church.

Home of the Blue Devils, Duke University has about 13,000 undergraduate and graduate students and a world-class faculty helping to expand the frontiers of knowledge. The university has a strong commitment to applying knowledge in service to society, both near its North Carolina campus and around the world.

Mission Statement

Duke Science"James B. Duke's founding Indenture of Duke University directed the members of the University to 'provide real leadership in the educational world' by choosing individuals of 'outstanding character, ability, and vision' to serve as its officers, trustees and faculty; by carefully selecting students of 'character, determination and application;' and by pursuing those areas of teaching and scholarship that would 'most help to develop our resources, increase our wisdom, and promote human happiness.'

“To these ends, the mission of Duke University is to provide a superior liberal education to undergraduate students, attending not only to their intellectual growth but also to their development as adults committed to high ethical standards and full participation as leaders in their communities; to prepare future members of the learned professions for lives of skilled and ethical service by providing excellent graduate and professional education; to advance the frontiers of knowledge and contribute boldly to the international community of scholarship; to promote an intellectual environment built on a commitment to free and open inquiry; to help those who suffer, cure disease, and promote health, through sophisticated medical research and thoughtful patient care; to provide wide ranging educational opportunities, on and beyond our campuses, for traditional students, active professionals and life-long learners using the power of information technologies; and to promote a deep appreciation for the range of human difference and potential, a sense of the obligations and rewards of citizenship, and a commitment to learning, freedom and truth.Duke Meeting

 “By pursuing these objectives with vision and integrity, Duke University seeks to engage the mind, elevate the spirit, and stimulate the best effort of all who are associated with the University; to contribute in diverse ways to the local community, the state, the nation and the world; and to attain and maintain a place of real leadership in all that we do.”

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