NONDUKE STUDENT/INTERN
- Employer
- Duke University
- Location
- Durham
View more
- Administrative Jobs
- Technology, IT Support & Training
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
114064BR
Duke Entity
UNIVERSITY
Job Code
729 NONDUKE STUDENT/INTERN
Job Description
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.
Work Performed
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.
Qualifications Required:
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.
Location
Durham
Requisition Number
401606583
Position Title
NONDUKE STUDENT/INTERN
Shift
First/Day
Job Family Level
00
Full Time / Part Time
Full Time
Regular / Temporary
Regular
Department Name
Academic Technologies
Minimum Qualifications
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.
Education
N/AExperience
N/AOrganization
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.
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
"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.
“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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