Service Desk Analyst II – Duke University OIT

Be You. Be Bold. Choose Duke.

Be You.

Introduction

The Office of Information Technology (OIT) at Duke University is seeking a Service Desk Analyst II to join our frontline support team. You will provide exceptional customer service and technical assistance to the Duke community across phone, chat, email, and in-person support channels at The LINK. This position is onsite in Durham with rotating schedules to support campus needs.

Standard Hours:

•        Monday–Friday, 8:00 AM – 5:00 PM

One week per month:

•        Monday–Thursday, 10:00 AM – 7:00 PM

Minimum Requirements

·         Associate degree in a computer-related field or 2–3 years of relevant IT support experience, or an equivalent combination of education and experience.

·         Strong attention to customer service and professional demeanor.

·         Excellent verbal and written communication skills.

·         Demonstrated ability to work independently and collaboratively in a fast-paced environment.

·         Smartphone required for access to multi-factor authentication (MFA) and communication tools.

Preferred Qualifications

• Familiarity with Duke’s IT environment or similar higher-education IT support.
• Experience using ServiceNow or comparable incident management systems.
• Troubleshooting skills for Windows, macOS, and basic Linux/UNIX.
• Strong understanding of networking fundamentals, VPN, email clients, calendaring tools, and web technologies.
• Ability to support and explain enterprise services such as Duke Unlock, MFA/DUO, and device management tools.
• Diagnostic and problem-solving abilities for both hardware and software.
• Ability to understand and follow ITIL-based processes and workflows.
• Ability to effectively use and adapt to AI tools (e.g., knowledge assistants, workflow automation) in a fast-evolving IT support environment.

Other Requirements

• Strong organizational and multitasking abilities.
• Dependable, self-motivated, and adaptable to evolving technologies.
• Ability to supervise undergraduate student workers at the walk-up desk.
• Commitment to documentation standards, SOPs, and security policies.

Position Type

Onsite – Work performed on-site at Duke University.

Be Bold.

Essential Job Duties

• Provide technical support via phone, web, chat, email, and in person for issues related to accounts, networking, operating systems (Windows/macOS), enterprise applications, and supported software.
• Monitor and manage incoming ServiceNow incidents: document troubleshooting, assign tickets, and ensure SLA compliance.
• Communicate directly with customers to provide status updates and resolutions.
• Leverage AI-powered tools (e.g., workflow automation, knowledge assistants) to enhance troubleshooting accuracy, efficiency, and customer support.
• Proactively follow up with users and resolver groups to ensure timely progress and customer satisfaction.
• Recommend improvements to knowledge base articles and internal procedures based on ticket trends.
• Serve as a communication relay during major service outages or degradations.
• Supervise and guide undergraduate student workers at the walk-up desk.
• Use tools such as Splunk, PowerShell, and internal dashboards to investigate issues and improve first-contact resolution.
• Troubleshoot and facilitate repair or support for student hardware/software issues, including Duke’s loaner laptop program.
• Process check-out and return of rental equipment using WebCheckout.
• Follow all SOPs, security policies, and documentation guidelines.
• Participate in team meetings, technical trainings, and service improvement initiatives.
• Perform other related duties as assigned.

Choose Duke.

Why Join Us

Duke’s Office of Information Technology (OIT) provides critical IT services supporting teaching, research, and operations across the university. As a Service Desk Analyst II, you will play a key role in delivering high-quality support in a dynamic, collaborative, and service-focused environment.