OIT-AUDS IT Analyst

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.

Reporting to the IT Manager of OIT’s Academic, User & Device Support West Campus team, the OIT-AUDS IT Analyst plays a crucial role in delivering top-tier technical computing support services to the Duke Community. The primary focus is on providing comprehensive IT support to academic departments, classroom and research labs, and administrative units across the University.

DUTIES & WORK PERFORMED:

1. Provide all levels of device support for Windows 11 and MacOS configurations. Remain dedicated until a solution is identified and implemented to the customer’s satisfaction.
2. Contribute to the system administration of Windows Servers, encompassing file system management and Active Directory operations.
3. Perform hardware and software Installation, upgrades, and configuration according to documented procedures.
4. Track problems, diagnose issues until a solution is identified, and implemented to the customer's satisfaction.
5. Provide periodic support for audio-visual enabled teaching and meeting spaces, including technical assistance, hardware support, and training on AV-supported services.
6. Perform proactive endpoint maintenance to ensure optimal system performance and minimize downtime.
7. Provide consultation to faculty, staff, and researchers for hardware and software acquisitions while coordinating implementation in office, classroom, and research laboratory settings. Provide appropriate budget projections as needed, using standard and customized configurations.
8. Create and maintain centralized documentation on supported systems and services.
9. Ensure endpoint and data compliance with policies and best practices set by the IT Security Office.
10. Train customers and peers, as needed, in the effective use of supported hardware and software.
11. Actively participate in the University’s technical user groups.
12. Coordinate equipment pickups for disposal/recycling.
13. Participate in 24/7 on-call rotation.
14. Perform other duties as assigned.

SOFT SKILLS:

•       Strong communications skills and the ability to work with a demanding clientele is necessary. This includes prompt decision-making and superior customer service.
• Effectively maintain ownership of all issues through resolution, while communicating and setting appropriate expectations with the customer.
•       Ability to effectively communicate with all levels of customers as well as other support entities (verbal and written).
•       Must be able to work in a team environment and/or independently and have strong interpersonal skills.
•        Excellent time-management and organizational skills.
• Proactively driven by internal motivation, with a clear focus on setting and achieving goals, while consistently seeking innovative solutions to challenges.
• Demonstrated commitment to maintaining strict adherence to security protocols and upholding confidentiality standards, crucial for safeguarding sensitive data encountered in the support role.

SUPERVISORY RESPONSIBILITIES: None

EDUCATION:

Required:

• Associate degree (Computer Science or related field preferred), or an equivalent combination of education and experience.

EXPERIENCE & SKILLS:

Required:

Minimum of three years operational and technical experience in a medium to large-scale client/server environment. Including at least three years of experience performing device support of operating system (Windows 11; MacOS) and hardware, including experience installing and troubleshooting a wide variety of business applications.

Must have a valid driver’s license and clean driving history and a smart phone that can make and receive phone calls, text messages, and can install and run on-call notification application.

Preferred:

• At least one year of hands-on experience installing, configuring, and maintaining Windows 2016/2019 application servers.
• Knowledge or experience with Microsoft Active Directory.
• Knowledge or experience with Windows Group Policy.
• Knowledge or experience with device management and deployment tools, such as Microsoft System Center Configuration Manager and Jamf Pro
• Working knowledge of Linux operating systems
• Knowledge or experience working with servers in a virtual hosting environment.
• Experience with information technology service management tools, such as ServiceNow.
• Experience in an academic environment.
• Some coding experience.

WORKING CONDITIONS:

The working environment is a typical office environment. This role will require working under a desk to install equipment. The ability to lift desktops and other computer equipment and carry them short distances including stairs is required. Occasional need for short-distance travel via personal vehicle may be needed.

Inclusion and Diversity are at the very heart of innovation. We believe workplace success depends heavily on a vibrantly diverse and inclusive culture. Transformational thinking and creativity are fundamental traits needed to create and deploy world-changing technology that stems from a rich culture acquiescent to all differences. OIT fully embraces and promotes Duke’s commitment to the principles of Diversity and Inclusion.

Job Code: 00002423 ANALYST, IT

Job Level: C

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 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.