Academic IT Support Specialist – Nursing School

Duke Clinical Research Institute; Durham (NC); On-site; USD 32,000 - 54,000; Full time

Job summary

Duke University School of Nursing is seeking a skilled Information Services Specialist to support faculty, staff, and students in a high-performance academic setting. The role covers hands-on hardware/software support, training, inventory management, and security/compliance collaboration.

You will diagnose issues, document resolutions, and serve as a partner in service improvements, ensuring excellent service quality and a reliable IT environment for the school community.

Qualifications

• Analytical skills typically acquired through two years of postsecondary education in mathematics, computer science, or a related field, or equivalent technical training. Bachelor's degree is preferred.
• Two years of relevant experience with relational databases, network administration, and multiple computing systems.
• OR an equivalent combination of education and experience.

Responsibilities

• Deliver highlevel technical support to faculty, staff, and students, responding to ServiceNow requests, prioritizing issues, and meeting established service standards.
• Take full ownership of support cases, ensuring accurate documentation, troubleshooting effectively, and escalating issues appropriately while maintaining communication with end users.
• Install, configure, and maintain Dukeowned technology, including desktops, laptops, printers, peripherals, and academic applications used within the School of Nursing.
• Coordinate or perform hardware repairs and replacements, document common issueresolution steps, and support proactive care of schoolowned equipment.
• Plan and allocate technology resources to best support the operational needs of the School of Nursing community.
• Maintain accurate software and hardware inventories, track equipment deployment and removal, and coordinate with internal and external service organizations when repairs are needed.
• Produce clear technical documentation, including internal procedures, policies, and ServiceNow knowledgebase articles.
• Recommend and lead process improvements, contributing to projects that enhance service quality, efficiency, and user experience.
• Manage user accounts, including creation, modification, and disabling, ensuring alignment with Duke Health security policies.
• Develop and maintain instructional documentation, such as User How-to documents or team member training materials.

Skills

Analytical skills

Relational databases

Network administration

Computing systems

Education

Bachelor's degree preferred

Tools

Relational databases

Network administration

Computing systems

Job description

Duke University School of Nursing is seeking a skilled Information Services Specialist to support faculty, staff, and students in a high-performance academic setting. The role covers hands-on hardware/software support, training, inventory management, and security/compliance collaboration.

You will diagnose issues, document resolutions, and serve as a partner in service improvements, ensuring excellent service quality and a reliable IT environment for the school community.