Endpoint IT Support Analyst

Duke PA; Durham, Northern (NC, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Duke Law School is seeking a Device Services and Support Analyst to join the Academic Technologies team. This role provides exceptional technical support and technology services enabling faculty, staff, and students to teach, learn, and research effectively.

You will troubleshoot issues, maintain secure computing environments, and support a range of endpoint devices, software applications, and IT services. The position requires strong customer service, problem-solving skills, and the ability to

Qualifications

• Associate degree in Computer Science or related field.
• 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.
• Strong customer service, communication, and problem-solving skills.
• Ability to work independently and collaboratively within a team environment.

Responsibilities

• 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.

Skills

Customer service

Troubleshooting

Communication

Problem solving

Independent work

Team collaboration

Time management

Data security

On-call rotation

Education

Associate degree in Computer Science or related field

Equivalent education/experience

Tools

SCCM

Jamf Pro

Active Directory

Group Policy

Windows Server 2016/2019

Linux basics

ServiceNow

Virtualized hosting

Job description

Duke Law School is seeking a Device Services and Support Analyst to join the Academic Technologies team. This role provides exceptional technical support and technology services enabling faculty, staff, and students to teach, learn, and research effectively.

You will troubleshoot issues, maintain secure computing environments, and support a range of endpoint devices, software applications, and IT services. The position requires strong customer service, problem-solving skills, and the ability to