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729 NONDUKE STUDENT/INTERN
NONDUKE STUDENT/INTERN - (POINT OF CONTACT DUKE LAW ACADEMIC TECHNOLOGIES’ HELP DESK) Job Description
The Non-Duke Student/Intern serves as a student Point of Contact for the Academic Technologies’ Helpdesk. The Helpdesk is staffed Mondays through Thursdays 8:00 am through 8:00pm; 8:00am until 5:00pm on Fridays; and Sundays 2:00 pm until 6:00 pm with a mix of full time and student staff. The student staff cover a variety of shifts throughout the day. The student staff are expected to supplement the full time staff in supporting the Duke Law community with technology issues.
With supervision, provide accurate, timely, and effective solutions for end user computer problems to ensure end user productivity. Provide timely response to customers in accordance with service level agreements.
Research, resolve and respond to incidents and requests reported by customers regarding end user devices, (e.g. workstations, printers, peripheral devices, etc.) along with some ancillary support for application issues.
Use systems and diagnostic tools to troubleshoot issues, either resolving the issue at hand or escalating to the Helpdesk Team.
Communicate effectively with customers, team members, technical experts and management.
Maintain regular communication with Helpdesk and other Academic Technologies’ groups until the project/problem/task is brought to resolution including updating Duke’s ticketing system.
Respond to routine customer questions about usability and functionality of hardware and applications.
Participate in daily assignments and tasks as directed by team to enhance or improve the problem resolution process.
Maintain accurate documentation of all procedures regarding end-user device support and operations.
Suggest areas for improvement and participate in testing of systems as requested.
Basic technical knowledge and computer skills, in order to support Windows platforms, Mac platforms, Windows applications and productivity tools such Microsoft Office and Adobe, virus protection software, and mobile computing devices. Knowledge of networking fundamentals. Strong customer service and interpersonal skills, including telephone etiquette. Strong oral and written communication skills as well as technical documentation skills. Strong problem solving skills. Strong time management skills. Ability to use device standards and follow guidelines, as well as help others interpret policy. Must be able to lift 50 pounds or more. May be required to drive personal vehicle to conduct Duke business/deliver and install computer equipment. Full or Part-time: Part Time Shift: Day and Evening Regular or Temporary: Regular
Education/Training: Associate's degree in a related field, or two years of equivalent technical experience required.
Experience: No experience required beyond the minimum education (or equivalency) requirement.
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, gender, gender expression, genderidentity, 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 robustexchange of ideas—an exchange that is best when the rich diversity ofour perspectives, backgrounds, and experiences flourishes. To achievethis exchange, it is essential that all members of the community feelsecure and welcome, that the contributions of all individuals arerespected, and that all voices are heard. All members of our communityhave a responsibility to uphold these values.
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.