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ANALYST, IT - Nicholas School IT

Employer
Duke University
Location
Division of Marine Science and Conservat

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Administrative Jobs
Academic Affairs, International Programs
Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

Duke University:

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.

OCCUPATIONAL SUMMARY

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.

Technical

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.

Physical requirements:

· 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

Minimum Qualifications

Education

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.

Organization

Read our Diversity Profile 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.Duke Campus

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

Duke Science"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.Duke Meeting

 “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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