Service Desk Analyst II

The Office of Information Technology (OIT) at Duke University is seeking a Service Desk Analyst III to join our frontline support team. This role is essential in delivering exceptional customer service and technical support to the Duke community, including faculty, staff, students, and affiliates. The analyst will serve as a primary contact for IT assistance via phone, chat, email, and in person at The LINK walk-up location.

This position is on-site in Durham. The hours are: Monday-Friday, 8:00 AM - 5:00 PM

One week per month:

- Monday-Thursday, 10:00 AM - 7:00 PM

- Friday, 8:00 AM - 5:00 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 systems and support environment or similar higher education setting.
• Experience using ServiceNow or similar incident management platforms.
• Proficient in troubleshooting Windows, macOS, and basic Linux/UNIX issues.
• 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.
• Other Requirements:
• Organizational skills with the ability to multitask effectively.
• Self-motivated, dependable, and adaptable to evolving technologies and workflows.
  
  
  
  • Ability to supervise and guide undergraduate student workers at the walk-up desk.
  • Commitment to security policies, documentation standards, and standard operating procedures.
  
  
  
  

This position is: Onsite. The work is performed on-site at Duke University

Essential Job Duties:

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  • 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.
  • 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.
  
  
  
  

Why Join Us:

Duke's Office of Information Technology (OIT) provides critical IT services that support teaching, research, and administrative functions across the university. As a Service Desk Analyst III, you'll be part of a dynamic team that values collaboration, innovation, and service excellence. You'll work in a fast-paced, public-facing environment where your contributions directly impact the Duke community.

Duke is an 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 (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends onthe 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.