IT Service Desk Analyst II — Frontline Support Pro

Duke Careers; Durham (NC); On-site; USD 48,000 - 62,000; Full time

Job summary

Duke University OIT is seeking a Service Desk Analyst II to join our frontline support team on-site in Durham. You will assist the Duke community via phone, chat, email, and in-person support at The LINK, handling incidents in ServiceNow and guiding users through resolutions.

Ideal candidates bring customer-focused communication, IT support experience, and familiarity with enterprise tools such as Duke Unlock and MFA/DUO.

Qualifications

• The candidate has an associate degree in a computer-related field or 2-3 years of IT support experience.
• Strong customer service orientation and professional communication.
• Ability to work independently and collaboratively in a fast-paced environment.
• Smartphone required for MFA and communication tools.

Responsibilities

• Provide technical support via phone, chat, web, email, and in-person channels.
• Monitor and manage ServiceNow incidents; document troubleshooting and assign tickets.
• Communicate status and resolutions directly with customers; support outages.
• Leverage AI-powered tools to assist troubleshooting and workflows; supervise student workers.
• Use Splunk, PowerShell, and dashboards to investigate issues; support loaner laptop program.

Skills

Customer service

Communication

Teamwork

MFA (DUO)

Education

Associate degree / 2-3 years IT support

Tools

ServiceNow

Windows

macOS

Linux

VPN

Email clients

Calendaring tools

Duke Unlock

MFA/DUO

Device management

Job description

Duke University OIT is seeking a Service Desk Analyst II to join our frontline support team on-site in Durham. You will assist the Duke community via phone, chat, email, and in-person support at The LINK, handling incidents in ServiceNow and guiding users through resolutions.

Ideal candidates bring customer-focused communication, IT support experience, and familiarity with enterprise tools such as Duke Unlock and MFA/DUO.