Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.
Location: Duke University Marine Lab, Beaufort, NC
The role of the IT Analyst is to help build, support and secure Nicholas School Windows and MacOS operating systems and related network and storage infrastructure according to Duke and Nicholas School configuration policies and user / school requirements. The IT Analyst will also provide general data storage, networking, and audio-visual support and troubleshooting. Significant interaction with other staff in Nicholas School IT as well as Nicholas School faculty, staff and students at Duke is expected. The IT Analyst will work on projects and support requests assigned by his/her supervisors and via the Service Now ticketing system.
This position reports to the Marine Lab Senior Systems Analyst.
Provide high-level customer service to faculty, staff and students including performing installs upgrades and maintenance, finding/recommending technical solutions and innovations as well as problem resolution for Windows and MacOS systems. Specifically:
· Manage Nicholas Computer Labs: coordinate setup, computer imaging, and ongoing maintenance
· Streamline deployment of computers for faculty and staff, including imaging and user customizations
· Provide desk side orientation; work with customers to troubleshoot issues
· Become familiar with members of the Nicholas School, how they use computers, other equipment and software; be pro-active with customizations, suggest new capabilities and ideas
· Plan, implement, and maintain public network printers, scanners, and other peripherals
· Take full advantage of tools for computer management and remote assistance; monitor and push updates and security patches
· Work with IT Analysts in both Beaufort and Durham to develop and document standards and solutions; build and maintain current images for faculty, staff, and student computers
· Network with colleagues in other schools and the Duke Office of Information Technology (OIT); engage in finding common solutions; attend regular discussion groups; share information learned with Nicholas IT team
· Work closely with others on Nicholas IT team to assure consistent services and support, such as, assist User Services Manager and Multimedia User Services Analyst with technology for courses and events
· Repair and upgrade computers and printers; coordinate repairs with external vendors
· Provide information to User Services Manager for surplus equipment
· Research and select software and hardware appropriate to the school’s administrative, academic and research needs; recommend purchases as necessary
· Stay knowledgeable about new technology – attend educational forums, conferences, and workshops
· Provide basic system administration support when Marine Lab Senior Systems Analyst is unavailable
· Work on new projects as directed by Marine Lab Senior Systems Analyst
· Research and make recommendations on workstations, servers, software and cloud-based tools;
· Support students and faculty during two summer sessions held at the Marine Lab annually
· Network with colleagues in other schools and OIT; engage in finding common solutions; attend regular discussion groups; share information learned with Sr. Analyst & Nicholas IT team
Documentation of installation and maintenance processes for systems, services, problems & resolutions is required.
· Mobility to support users in multiple buildings on the 23-building campus
· Able to lift, carry and move computer equipment (such as monitors, normal-sized computers) or other objects, equipment and supplies up to 30 pounds.
The successful candidate will:
· Possess the ability to work well with other IT analysts as part of a systems support team, exhibiting tact and diplomacy while working in a technically and demographically diverse environment;
· Possess excellent written and verbal skills with ability to communicate clearly and concisely with customers and technical support personnel, including the ability to translate technical information to non-technical people;
· Possess the ability to thoroughly and consistently write and maintain documentation of setups for all services, systems, and projects worked on;
· Possess good planning skills - takes long view of areas of responsibility e.g., account and data management, end-of-life upgrade planning for OSes, and other software and application updates as necessary;
· Be detail-oriented;
· Be willing to learn and work well on own, take initiative and ownership of projects and tasks while keeping supervisor(s) consistently informed of progress and technical details;
· Be able to anticipate possible problems and failures and take proactive action to prevent, e.g., disk failures, events in logs that indicate possible imminent system hardware or software problems - daily monitoring and investigation / fix where necessary;
· Must have a strong focus on customer service and how IT services and support can provide a positive impact on teaching, research and the administrative workings of a university
Minimum Education and Experience:
· Graduation from a four-year college or university and one-year experience in the information technology field or customer service field; OR
· Graduation from a four-year college or university with a major in computer science or information technology or related degree; OR
· Graduation from a two-year technical college with a major in computer science or information technology and two years of progressive experience in the information technology field of work related to this position's role; OR
· An equivalent combination of training, certifications and/or experience.
Experience, Knowledge and Skills:
· Experience supporting Microsoft Windows on client computers
· Experience configuring PC hardware
· Experience troubleshooting network connectivity and understanding of basic network principles is required (TCP/IP, DNS, etc.).
· Excellent communication and technical writing skills
· Customer service/support experience
· The ability to work well within a diverse, team-oriented environment
· Prefer some experience supporting MacOS
Refer to Job Description
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.