Device Services and Support Analyst

Duke University; Durham (NC); On-site; USD 55,000 - 85,000; Full time

Job summary

Duke Law School is seeking a Device Services and Support Analyst to join the Academic Technologies team. You will provide exceptional technical support for faculty, staff, and students, covering endpoint devices, software, and IT services.

You will troubleshoot issues, implement solutions, maintain secure computing environments, and contribute to user training while growing your technical expertise within a premier law school environment.

Qualifications

• Associate degree in Computer Science or related field or equivalent experience.
• Minimum of 1 year in a medium- to large-scale client/server environment.
• Experience supporting Windows and macOS desktop/laptop environments.
• Experience installing, configuring, and troubleshooting desktop OS and business apps.

Responsibilities

• Provide technical support for Windows and macOS desktops and related technologies.
• Install, configure, and maintain hardware, software, and endpoint technologies.
• Troubleshoot issues and track service requests through resolution.
• Support Windows server environments and related infrastructure services.

Skills

Customer service

Communication

Problem-solving

Team collaboration

Education

Associate degree in Computer Science or related field

Tools

SCCM

Jamf Pro

Active Directory

Windows Server 2016/2019

Windows/macOS troubleshooting

ServiceNow

Job description

Duke University

Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

Duke University

Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

Device Services and Support Analyst

Be You.

Duke Law School is seeking a Device Services and Support Analyst to join the Academic Technologies team. This is an exciting opportunity to provide exceptional technical support and technology services that enable faculty, staff, and students to successfully teach, learn, research, and work within one of the nation's premier law schools.

In this role, you will serve as a trusted technology partner for the Duke Law community, supporting a variety of endpoint devices, software applications, and IT services. You'll work directly with customers to troubleshoot technical issues, implement solutions, maintain secure computing environments, and ensure a high level of customer satisfaction. If you enjoy problem-solving, helping others, and working with a diverse range of technologies, this role offers an excellent opportunity to grow your technical expertise while making a meaningful impact.

Minimum Requirements

• Associate degree in Computer Science or a related field, or an equivalent combination of education and experience.
• Minimum of one year of operational and technical experience in a medium- to large-scale client/server environment.
• Experience supporting Windows and macOS desktop and laptop environments.
• Experience installing, configuring, and troubleshooting desktop operating systems and business applications.
• Strong customer service, communication, and problem-solving skills.
• Ability to work independently and collaboratively within a team environment.
• Strong organizational, time management, and follow-up skills.
• Commitment to maintaining data security and confidentiality.
• Preferred Qualifications
• Experience installing, configuring, and maintaining Windows Server 2016/2019 environments.
• Knowledge of Microsoft Active Directory.
• Knowledge of Windows Group Policy administration.
• Experience with desktop management and deployment tools such as Microsoft System Center Configuration Manager (SCCM) and Jamf Pro.
• Basic understanding of Linux-based operating systems.
• Experience supporting servers within a virtualized hosting environment.
• Experience using IT Service Management platforms such as ServiceNow.
• Other Requirements
• Participation in a 24/7 on-call support rotation.
• Ability to coordinate equipment lifecycle activities, including device deployment and disposal/recycling.
• Ability to train and support users on enterprise technology services and tools.

Work Arrangement

Onsite. The work is performed on-site at Duke Law School.

Be Bold.

What You'll Do

• Provide exceptional technical support for Windows and macOS desktops, laptops, and related technologies while ensuring issues are resolved to customer satisfaction.
• Install, configure, and maintain hardware, software, operating systems, and endpoint technologies according to established standards and best practices.
• Troubleshoot and resolve technical issues, monitor service requests, and track problems through resolution.
• Support and assist with server administration activities, including Windows server environments and related infrastructure services.
• Consult with faculty, staff, and students on technology solutions, hardware and software acquisitions, and implementation planning.
• Create and maintain technical documentation while promoting IT security, endpoint compliance, and operational best practices.
• Train and educate users on enterprise technologies, productivity tools, and supported services.

Choose Duke.

Duke Law School is recognized for excellence in legal education, scholarship, and service. The Academic Technologies team plays a vital role in supporting the technology ecosystem that enables teaching, learning, research, and administrative operations throughout the Law School.

As a member of the Duke community, you'll work alongside talented colleagues who are committed to innovation, collaboration, and exceptional service. You'll have opportunities to expand your technical expertise, support a wide range of technologies, and make a meaningful impact on the success of students, faculty, and staff every day.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.