DHTS:

Duke Health Technology Solutions is a robust, specialized division of Duke University Health System dedicated to the development and management of enterprise IT systems. A 2018 ‘Most Wired’ health system, Duke is nationally recognized for IT and information management as the first healthcare system to achieve the Davies Award – highest honor by the Healthcare Information and Management Systems Society (HIMSS) – for inpatient, ambulatory and analytics health information technology capabilities. Our employees are among the top-skilled IT experts in the Triangle and partner with leading scholars, clinicians and researchers across Duke University and Duke Health to develop innovative technologies that support our mission of delivering tomorrow's healthcare today.

Job Title: DHTS Device Support Analyst

FLSA: E

Revised Date: 03/01/2017

Job Code: 3841

Job Level: CD

Job Family: JF 08

General Description

The Device Support Analyst provides remote and on-site support and maintenance for workstations, printers, and peripheral devices. The Device Support Analyst fields customer questions and problems, and uses their technical knowledge to independently resolve the issue, or partner with the appropriate Duke IT technical resource to identify the solution. Perform duties in Service Now, Buy@Duke, and SAP, distribution of all computer equipment, shipping and receiving of DHTS hardware. Able to maintain good inventory management processes; meeting supply needs with prompt delivery, assuring accuracy of issues and insures the good working order and availability of equipment.

Duties and Responsibilities

• Have responsibilities in at least one of the following areas in order to ensure optimal inventory management for in-scope facilities: (DRAH, DRH, Duke@ The Park, Hock Plaza, and Golden Warehouse)

• In accordance with established policies and procedures, all staff are required to: Distribute and restock hardware

• Use appropriate Supply Chain technologies (Service Now, Buy@Duke, and SAP) to document movement of hardware.

• Perform inventory counts on a regular basis to ensure accuracy of stock levels in assigned area.

• Check warranty expiration dates on hardware on a regular basis and document, insure first in first out (FIFO) method.

• Accept and sign for deliveries from distributors as necessary

• Inspect shipments, enter Goods Receipts into Service Now, and/or SAP, filing packing slips.

• Report identified shipment discrepancies to senior manager.

• Prepare and ship out Vendor Returns, rotation of stock in all areas.

• Move and stock supplies to appropriate shelfing locations once receiving is complete.

• Transport shipments from warehouse to designated stockrooms.

• Demonstrate excellent customer service when interacting with DHTS staff and end customers

• Ensure all Supply Chain work areas are clean and organized, including all other supply storage areas throughout the facility.

• Proactively provide recommendations on operational efficiency improvements (value stream) to senior manager.

• Manage inventory; assist in preparations and perform annual inventory.

• Proactively collaborate with other Supply Chain stakeholders to adjust par levels and address slow moving items based on supply usage.

• Troubleshoot supply shortage issues and articulate known impact.

• SME (Subject Matter Expert) for CMDB / HAM including receiving and documenting.

• Able to work and complete all assigned tasks with minimal supervision from Manager.

• General ability and willingness to perform additional job functions (within reason) as directed by management.

• Must have the ability to exert 20 to 50 pounds of force occasionally, and or 10 to 25 pounds of force frequently, and up to 10 pounds of force constantly to move objects.

• In this job the exertional requirements to push/pull the unloaded and loaded supply carts with the duty requiring up to 100 pounds of exertional force daily. Reaching, lifting, stooping and bending are frequent in daily duties.

• 2 years of work experience, to include experience in at least one of the following disciplines: distribution, warehousing, shipping, receiving, logistics, material handling, customer service, inventory control or other comparable service line.

Work Performed

LEVEL 2:

In addition to the duties described for the Level 1, the Level 2 will:

Assist in the identification and evaluation of customer business problems that require an IT solution. Collaborate with IT partners to develop recommendations for addressing the problem.

Assist in the evaluation of new application requirements, providing technical feedback and onsite assistance.

Consult with client area management regarding PC equipment problems or malfunctions and recommend solutions.

Perform selective activities of desktop computing management including software and hardware configuration, testing, scheduling, installations, moves, updates, upgrades, preventive maintenance, vendor returns and asset management.

Respond to complex customer questions about usability and functionality of hardware and applications. Provide advanced education and training to customers, as necessary.

LEVEL 3:

In addition to the duties described for the Level 2, the Level 3 will:

May function as a technical leader, either as a subject matter expert with proficiency in defined area(s) of the profession, or as a generalist, with a broad knowledge of all aspects of the profession.

May function as a team leader, responsible for supporting management in day-to-day personnel oversight and workflow management activities.

Use advanced technical knowledge to troubleshoot problems, identify root cause, and bring problem to resolution.

Responsible for administration of computer images, deployment, and standardization of centrally managed software applications and processes.

Manage departmental projects and initiatives, ensuring timely response/feedback to customers.

Provide second/third level end user PC support.

Coordinate configuration/installation and general troubleshooting of PC hardware and software.

Implements hardware and software testing.

Directs end user training and documentation.

Provides status reports, problem summaries, and project status as required.

Oversee selective activities of desktop computing management including software and hardware configuration, testing, scheduling, installations, moves, updates, upgrades, preventive maintenance, vendor returns, and asset management.

Monitor and scan for security vulnerabilities and risk in order to minimize threat to the network enterprise infrastructure for both operating systems and standard applications.

Assist in evaluating new requirements and recommend new processes and standards as appropriate. Assist in defining standards, guidelines, best practices, and metrics.

Design and execute project plans, define job scope, and work with the business owners and project managers in the implementation and deployment of assigned projects.

Facilitate team projects to enhance the technical infrastructure or improve the quality or efficiency of the problem resolution process.

Build and deploy software distribution packages for designated applications.

Upgrade and/or update software to latest version.

Train technical support personnel in the use and support of new products and systems.

Required Qualifications at this Level

Education/Training

Associate's degree in a related field, or two years of equivalent technical experience required.

LICENSURE/CERTIFICATION:

Must have a current N.C. driver's license.

Level 2 - Two years of IT experience required, to include one year in an IT-related device support environment.

Level 3 - Four years of IT experience required, to include one year in an IT-related device support environment.

Skills:

LEVEL 2:

In addition to the KSAs described for the Level 1, the Level 2 will demonstrate:

Advanced technical knowledge and computer skills, in order to support Windows platforms, Mac platforms, Windows applications and mobile computing devices.

Advanced customer service and interpersonal skills, including telephone etiquette.

Advanced oral and written communication skills as well as technical documentation skills.

Advanced problem-solving skills.

Advanced time management skills.

LEVEL 3:

In addition to the KSAs described for the Level 2, the Level 3 will demonstrate:

Advanced understanding networking fundamentals.

Advanced understanding and knowledge of workstation remote management and software distribution.

Advance knowledge of imaging, patch management, scripting/automation, and software packaging technologies and processes.

In-depth knowledge and understanding of desktop operating systems methodologies (file system, registry, services, etc.) as well as system tools and remote desktop support.

Basic knowledge of project management.

Ability to work effectively with customers at all levels as well as with outside vendors and contractors.

Strong interpersonal and organizational skills, including the ability to meet deadlines, follow written policies and procedures, and maintain superior customer service at all times with all users.

Job Code: 00003841 DHTS DEVICE SUPPORT ANALYST
Job Level: CD

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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.