NONDUKE STUDENT/INTERN

POSITION SUMMARY:</ p>

Provide customer service and technical support for the comp uting needs of Duke University and members of the Duke community as a fr ontline IT support analyst for theOffice of Information Technology’s se rvice desk. In this role the intern analyst will provide support to the Duke Student population. The analyst is responsible for providing techni cal support (hardware and software) for computers, renting out equipment , and proving support via phone and chat. The intern will help with work ing chats and tickets from the service desk open queue’s.

DUTIES & WORK PERFORMED:    </ span>

·       Provide initial and follow-up technical and customer su pport primarily via phone, web, instant messenger and email in a timely and effective manner.  Support includes but is not limited to email acco unts, connectivity issues, operating system problems, enterprise applica tions, malware removal, and a variety of desktop software packages.</spa n>

·       < span>Provide support to any Duke Student or library faculty member at th e walk-up service desk location.

·       Research and solve hardware an d software issues with laptops that have been checked into the ServiceD esk.

·       Actively participate in team meetings and training sessio ns.

·       Follow standard operating procedures and guide lines in relation to all work performed.

• Follow-up (via phone, email or in person) with technical response teams on tickets that have not been responded to and/or resolved in order to ensure highest level of customer service.  Provi de timely follow-up to originating customer and respond to inquirie s and concerns they may have.

·        Preform other related duti es incidental to the work described herein.

Note: The intent of this list of primary duties is to provide a re presentative summary of the major duties and responsibilities of this jo b.  Incumbents perform other duties as required.

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SOFT SKILLS:

• Customer service focused
• Active list ening
• Excellent time-management and organiza tional skills
• Professional verbal and writte n communication skills;  using volume, tone, empathy and word choic e to build appropriate rapport with customer
• Demo nstrated ability to work as part of a team in a fast paced environm ent, with frequently changing business priorities
• Self-motivated and goal-oriented
• Abili ty to perform daily operations under minimal supervision</li >
• Exceptional multi-tasking capabilities
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SUPERVISORY RESPONSIBILITIES:

None

WORKING CONDITIONS:
Fast paced public work environment with constant customer conta ct.






Minimum Qualifications




Education

N/A




Experience

N/A




Degrees, Licensures, Certifications

N/A

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.