School of Medicine:
Established in 1930, Duke University School of Medicine is the youngest of the nation’s top medical schools. Ranked tenth among its peers, the School takes pride in being an inclusive community of outstanding learners, investigators, clinicians, and staff where traditional barriers are low, interdisciplinary collaboration is embraced, and great ideas accelerate translation of fundamental scientific discoveries to improve humanhealth locally and around the globe.
Comprised of 2,400 faculty physicians and researchers, the Duke University School of Medicine along with the Duke University School of Nursing and Duke University Health System create Duke Health. Duke Health is a world-class health care network. Founded in 1998 to provide efficient, responsive care, the health system offers a full network of health services and encompasses Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, Duke Primary Care, Private Diagnostic Clinic, Duke Home and Hospice, Duke Health and Wellness, and multiple affiliations.
Primary role:The Office of Academic Solution and Information Systems (OASIS) support team member in the Duke University School of Medicine has the day-to-day responsibilities for configuring, implementing, and supporting approximately 8000 workstations and 7000 customers throughout Duke School of Medicine departments, institutes and centers. The role is for Device Support IT, focused on end user technical support.
Essential tasks/responsibilities:This position is responsible for IT maintenance regarding workstations, printers, and peripheral devices, along with some ancillary support for application issues. Analysts are expected to be first point of contact for IT questions, liaison between DHTS and customer base in order to respond to business needs.Specific duties include, but are not limited to:
- Provide primary support for issues pertaining to network, fileserver, desktop/laptop, printer, peripheral, and/or other user problems and when necessary, coordinate with other DHTS groups for a resolution.Participate in proactive device management and have strong communication skills, paying constant attention to customer needs.Ability to work independently to specific standards. Build, install, configure, maintain, and troubleshoot Windows/Mac based desktop/laptop computers, printers, and other peripherals (such as Smartphones and tablet devices).Install, configure, maintain, and troubleshoot software applications.Maintain user account, group, and network security practices. Maintain accurate documentation and inventory of all deployed hardware and software, as well as procedures regarding end user device support and operations.Provide VoIP secondary technical support and provide customer training and orientation for use of the technology. Perform customer training on all necessary applications and hardware, review and enforce security policies Participate in the group’s 24x7 on call rotation. Windows/Macintosh file sharing and application support.Ancillary AV support to supported conference rooms/end userServe as a point contact to interact with application/equipment vendorsProvide support for remote access and international travelWork with other group members as a team for all of the above.
Work requires a minimum of 2 years verifiable device support experience with Bachelor’s degree in Computer Science or equivalent experience and training.
Scientific Training or Experience required – 1 year
- Excellent computer support skills, including current Windows and Mac OS X and a good understanding of workstation and file server operations, maintenance, and repair.Local area networks and communication fundamentals, including Microsoft Active Directory, Citrix presentation environment, database basic troubleshooting, not limited to server based connectivity issues.Understanding and basic knowledge of workstation remote management and software distribution.Excellent team skills, strong customer service focus, and positive personal behavior characteristics.Bachelor's degree in computer science, mathematics, or related field, or equivalent coursework, technical training, or experience.Excellent oral and written communication skills with a customer service focus.Excellent technical documentation skills.Academic environment and/or Duke experience is desired
Special competencies/credentialsService Now Incident Mgmt/Asset Mgmt
Academic environment and/or Duke experience
Individual must be able to lift 50 pounds or more
Duke 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 essentialjob 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.