Information Services Specialist, School of Nursing

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

Duke University School of Nursing

Established in 1931, Duke University School of Nursing is a national leader in preparing nurse clinicians, scholars, and innovators who are transforming healthcare through excellence in education, research, and clinical practice. With more than 1,500 students, we offer a comprehensive range of programs, including the Master of Nursing (MN), Master of Science in Nursing (MSN), Doctor of Nursing Practice (DNP), and PhD in Nursing. Our programs are designed to meet the evolving demands of today’s healthcare landscape, equipping graduates with rigorous training, evidence‑based practice, and interdisciplinary collaboration to lead the future of nursing.

Our nursing program stands as a leader in healthcare education, earning #1 in the nation for Best Bachelor of Science in Nursing (BSN) Programs, #2 for Doctor of Nursing Practice, and #5 for Master’s programs, according to U.S. News & World Report. For over a decade, we’ve also been celebrated as a Best School for Men in Nursing by the American Association for Men in Nursing (AAMN)—11 years and counting! These accolades reflect our unwavering commitment to excellence, innovation, and inclusivity in preparing the next generation of nursing professionals.

Be You.

The Duke University School of Nursing is seeking a skilled and service‑driven Information Services Specialist to join our technology team. In this role, you will directly support the technology needs of our faculty, staff, and students—helping keep our high‑performance academic and clinical environment running smoothly every day.

You will be the go‑to expert for diagnosing, resolving, and documenting technical issues, using your advanced problem‑solving skills to ensure an exceptional service experience for our community. Your work will include everything from hands‑on hardware and software support to training sessions, managing inventory, and serving as a key partner in security and compliance efforts.

If you enjoy solving complex problems, collaborating with IT colleagues, and providing outstanding customer service in a mission‑driven academic setting, this role is a great opportunity to grow your IT career while making a meaningful impact.

Be Bold.

In This Role, You Will

• Deliver high‑level 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 Duke‑owned technology, including desktops, laptops, printers, peripherals, and academic applications used within the School of Nursing.
• Coordinate or perform 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.

Minimum Requirements

• Analytical skills typically acquired through two years of post‑secondary 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.

Choose Duke.

At the Duke University School of Nursing, you will join a nationally recognized, top‑ranked academic institution dedicated to excellence, innovation, and the advancement of health care. Our school is known for its collaborative culture, strong commitment to diversity and inclusion, and investment in cutting‑edge technologies that support research, teaching, and clinical practice.

As part of Duke University, you will also enjoy access to extensive professional development opportunities, world‑class resources, and a supportive community that values continuous learning and service excellence.

Job Code: 00000576 INFO SERVICES SPECIALIST

Job Level: 10

Anticipated Pay Range:

Duke University provides an annual base salary range for this position as USD $22.50 to USD $39.39. Duke University considers factors such as (but not limited to) scope and responsibilities of the position; candidate's work experience, education/training, and key skills; internal peer equity; as well as market and organizational considerations when extending an offer.

Your total compensation goes beyond the dollars on your paycheck. Duke provides comprehensive and competitive medical and dental care programs, generous retirement benefits, and a wide array of family‑friendly and cultural programs to eligible team members. Learn more at: https://hr.duke.edu/benefits/

Equal Opportunity Employer:

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 reasonable accommodation(s) can be requested with Duke Access and Accommodations Services (email: [e-mail]; phone: [phone]).