Analyst, IT (Science Drive User Support)
The Analyst, IT for Science Drive User Support provides direct, first-level support for all aspects of computing (installation of hardware and software, diagnosis, repair, and user support). He/she is expected to work with fellow OIT/AMT desktop staff members, as well as other Duke technology support staff, to provide IT support for multiple Trinity College of Arts & Sciences departments. The Analyst, IT for Science Drive User Support is a member of the Office of Information Technology (OIT) and reports to the Team Lead, IT for Science Drive User Support.
- User Support Services – Provide end user support for faculty, staff and students in Trinity College of Arts & Sciences. Maintain familiarity with supported user community and managed equipment to provide excellent proactive, just in time and customized support.
- Install, configure, and maintain hardware, software, and network connectivity for departmental and lab computing equipment. Install and maintain printers, scanners, and other peripherals.
- Coordinate access to file storage solutions (either local, centrally-provided or cloud based) for use by supported end users.
- Provide first-level troubleshooting of hardware, software and network problems
- Maintain an inventory database and accurate records of maintenance and repairs done on individual computers and special-purpose hardware devices.
- Provide training and/or printed and online documentation for procedures and policies.
BA/BS in a computer related field or an equivalent combination of relevant education and experience.
Working knowledge of Linux, Windows and the Macintosh operating systems. Good knowledge of end user applications and general knowledge of computer applications. Ability to manage projects, to set and meet deadlines and to adapt to new and changing situations and technologies.
Five or more years experience in first or second level desktop computer support
- Must be able to lift 40 pounds and unpack, shelve and shift desktop computers and peripherals
- Must be able to work in an environment in which exposure to materials containing dust and mold is possible
- Frequent bending, crouching, stooping
- Normal office environment
- May require occasional evenings and weekends to facilitate major project completion
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