Duke University · 1 day ago
Service Desk Analyst II
Durham, NC
Full-time
Onsite
Entry, Mid Level
2+ years expDuke University is seeking a Service Desk Analyst II to join their Office of Information Technology (OIT) frontline support team. The role involves providing exceptional customer service and technical assistance to the Duke community through various support channels. Responsibilities include monitoring incidents, troubleshooting technical issues, and supervising student workers.
EdTechEducationHigher EducationUniversities
Responsibilities
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
Qualification
Required
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
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
Preferred
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
Company
Duke University
Duke University is a private research university providing undergraduate and postgraduate education in medicine and other disciplines.
10001+ employees
H1B Sponsorship
Duke University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (274)
2024 (232)
2023 (202)
2022 (195)
2021 (148)
2020 (121)
Funding
Current Stage
Late StageTotal Funding
$71.15MKey Investors
North Carolina Biotechnology CenterUS Department of EnergyGlaucoma Research Foundation
2023-02-17Grant· $0.11M
2022-09-19Grant
2022-03-09Grant· $0.05M
Leadership Team
Barry Myers
Professor and Director
Dan Ariely
Professor
Recent News
2025-12-18
Company data provided by crunchbase