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Duke University Health System · 5 hours ago

Service Desk Analyst

Durham, NC

Full-time

Onsite

Entry, Mid Level

2+ years exp

Duke University's Office of Information Technology (OIT) is seeking a Service Desk Analyst II to provide exceptional customer service and technical assistance to the Duke community. The role involves supporting users through various channels and managing IT incidents to ensure high-quality service delivery.

Health CareMedical

H1B Sponsor Likely

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

ServiceNowTroubleshooting skillsNetworking fundamentalsCustomer serviceWindowsMacOSLinux/UNIXAI toolsITIL processesMultitaskingVerbal communicationWritten communicationOrganizational skillsAdaptability

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 Health System

Glassdoor3.7

World-class academic and health care system

Founded in 1925

Durham, North Carolina, USA

10001+ employees

http://dukemedicine.org

H1B Sponsorship

Duke University Health System 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 (39)

2024 (30)

2023 (17)

2022 (24)

2021 (12)

2020 (10)