Academic IT Support Specialist (ServiceNow)

Duke University; Durham (NC); On-site; USD 31,000 - 54,000; Full time

Job summary

The Duke University School of Nursing in Durham, NC, seeks a skilled Information Services Specialist to support the technology needs of our faculty, staff, and students—keeping a high-performance academic and clinical environment running smoothly.

You will diagnose, resolve, and document technical issues, provide hands-on hardware/software support, and participate in training, security, and compliance efforts to ensure excellent service and reliability.

Qualifications

• Analytical skills typically acquired through two years of post-secondary education in mathematics or related field; Bachelor’s degree 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 high-level technical support to faculty, staff, and students via ServiceNow; respond to requests, prioritize issues, and meet service standards.
• Take ownership of support cases, document issues, troubleshoot effectively, and escalate when needed while maintaining communication with end users.
• Install, configure, and maintain Duke-owned technology, including desktops, laptops, printers, peripherals, and academic applications used within the School of Nursing.
• Coordinate hardware repairs and replacements, document common issue-resolution steps, and support proactive care of school-owned 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

Education

Two years of post-secondary education in mathematics, computer science, or related field

Bachelor’s degree preferred

Tools

ServiceNow

Job description

The Duke University School of Nursing in Durham, NC, seeks a skilled Information Services Specialist to support the technology needs of our faculty, staff, and students—keeping a high-performance academic and clinical environment running smoothly.

You will diagnose, resolve, and document technical issues, provide hands-on hardware/software support, and participate in training, security, and compliance efforts to ensure excellent service and reliability.