Duke University · 19 hours ago
Device Support Analyst
Durham, NC, US, 27710
Full-time
Onsite
Entry, Mid, Senior Level
1+ years expDuke Health is committed to compassionate care and innovation, and they are seeking a Device Support Analyst to provide remote and on-site support for workstations, printers, and peripheral devices. The role includes troubleshooting issues, maintaining documentation, and assisting customers with technical problems to ensure productivity.
EdTechEducationHigher EducationUniversities
Responsibilities
Under direct supervision, provide accurate, timely, and effective solutions for end user computer problems to ensure end user productivity
Provide timely response to customers, in accordance with service level agreements
Research, resolve and respond to incidents and requests reported by customers regarding end user devices, (e.g. workstations, printers, peripheral devices, etc.) along with some ancillary support for application issues. Use systems and diagnostic tools to troubleshoot issues, either resolving the issue at hand or escalating to the appropriate technical expert
Communicate issues effectively to customers, team members, technical experts and management. Maintain regular communication with all impacted groups until the project/problem/task is brought to resolution
Respond to routine customer questions about usability and functionality of hardware and applications. Provide basic education and training to customers, as necessary
Maintain accurate information and data regarding end-user issues within the tracking system
Update asset management system to correctly record the life cycle and status of desktop hardware, peripherals, and software
Test and ensure applications are correctly installed and configured on workstations
Participate in team projects to enhance the technical infrastructure or improve the problem resolution process
Maintain accurate documentation of all procedures regarding end user device support and operations
Engage with customers and DHTS internal resources to identify trends, training opportunities, and service improvement opportunities
May participate in 24X7 on call rotation
Assist and support the Security Office and Device Support leadership in monitoring and scanning for security and risk. Ensure that the appropriate security measures are to taken in day-to-day work
Remain well-informed of all HIPAA, security, and privacy requirements. Responsible for reporting any compliance breaches or concerns to the appropriate resource (management, IT Security Office, Compliance Office, Human Resources, etc.)
Perform other related duties incidental to the work described herein
Assist in the identification and evaluation of customer business problems that require an IT solution. Collaborate with IT partners to develop recommendations for addressing the problem
Assist in the evaluation of new application requirements, providing technical feedback and onsite assistance
Consult with client area management regarding PC equipment problems or malfunctions and recommend solutions
Perform selective activities of desktop computing management including software and hardware configuration, testing, scheduling, installations, moves, updates, upgrades, preventive maintenance, vendor returns and asset management
Respond to complex customer questions about usability and functionality of hardware and applications. Provide advanced education and training to customers, as necessary
May function as a technical leader, either as a subject matter expert with proficiency in defined area(s) of the profession, or as a generalist, with a broad knowledge of all aspects of the profession
May function as a team leader, responsible for supporting management in day-to-day personnel oversight and workflow management activities
Use advanced technical knowledge to troubleshoot problems, identify root cause, and bring problem to resolution
Responsible for administration of computer images, deployment, and standardization of centrally managed software applications and processes
Manage departmental projects and initiatives, ensuring timely response/feedback to customers
Provide second/third level end user PC support
Coordinate configuration/installation and general troubleshooting of PC hardware and software
Implements hardware and software testing
Directs end user training and documentation
Provides status reports, problem summaries, and project status as required
Oversee selective activities of desktop computing management including software and hardware configuration, testing, scheduling, installations, moves, updates, upgrades, preventive maintenance, vendor returns, and asset management
Monitor and scan for security vulnerabilities and risk in order to minimize threat to the network enterprise infrastructure for both operating systems and standard applications
Assist in evaluating new requirements and recommend new processes and standards as appropriate. Assist in defining standards, guidelines, best practices, and metrics
Design and execute project plans, define job scope, and work with the business owners and project managers in the implementation and deployment of assigned projects
Facilitate team projects to enhance the technical infrastructure or improve the quality or efficiency of the problem resolution process
Build and deploy software distribution packages for designated applications
Upgrade and/or update software to latest version
Train technical support personnel in the use and support of new products and systems
Qualification
Required
Associate's degree in a related field, or two years of equivalent technical experience required
Level 1- One year of IT experience required
Level 2- Three years of IT experience required, to include one year in an IT-related device support environment
Level 3- Five years of IT experience required, to include one year in an IT-related device support environment
Must have a current N.C. driver's license
Basic technical knowledge and computer skills, in order to support Windows platforms, Mac platforms, Windows applications and mobile computing devices
Knowledge of networking fundamentals
Strong customer service and interpersonal skills, including telephone etiquette
Strong oral and written communication skills as well as technical documentation skills
Strong problem solving skills
Strong time management skills
Ability to use device standards and follow guidelines, as well as help others interpret policy
Must be able to lift 50 pounds or more
May be required to drive personal vehicle to conduct Duke business/deliver and install computer equipment
Advanced technical knowledge and computer skills, in order to support Windows platforms, Mac platforms, Windows applications and mobile computing devices
Advanced customer service and interpersonal skills, including telephone etiquette
Advanced oral and written communication skills as well as technical documentation skills
Advanced problem solving skills
Advanced time management skills
Advanced understanding networking fundamentals
Advanced understanding and knowledge of workstation remote management and software distribution
Advance knowledge of imaging, patch management, scripting/automation, and software packaging technologies and processes
In-depth knowledge and understanding of desktop operating systems methodologies (file system, registry, services, etc.) as well as system tools and remote desktop support
Basic knowledge of project management
Ability to work effectively with customers at all levels as well as with outside vendors and contractors
Strong interpersonal and organizational skills, including the ability to meet deadlines, follow written policies and procedures, and maintain superior customer service at all times with all users
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
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