Onsite IT Service Desk Specialist — Higher Ed

Duke University; Durham (NC); On-site; USD 51,000 - 90,000; Full time

Job summary

Duke University, Pratt School of Engineering, is seeking a Service Desk Technician to deliver responsive technical support to faculty, staff, and students. The role maintains computing equipment, troubleshoots issues, and collaborates with IT professionals across the university.

Ideal candidates have a technical background, strong customer service skills, and the ability to manage multiple priorities in a fast-paced, on-site setting at Duke in Durham, NC.

Qualifications

• Bachelor’s degree in mathematics, computer science, information technology, or related field; or equivalent training.
• One year of technical support or related experience.
• Working knowledge of Windows and macOS operating systems.
• General knowledge of computer hardware, software, networking, and end-user applications.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service and interpersonal communication skills.

Responsibilities

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, peripherals, software, and network connectivity for departmental environments.
• Provide technical support and incident resolution for hardware, software, network, and user-access issues with strong customer service.
• Support technology-enabled classrooms and meeting spaces, including projection systems and videoconferencing.
• Develop and deliver user training and documentation on tools, policies, and best practices.
• Collaborate with IT partners across Duke University to identify solutions and share resources.

Skills

Windows/macOS

Troubleshooting

Customer service

Interpersonal communication

Education

Bachelor's degree in math/CS/IT or related

Tools

Ticketing systems

AV technologies

Job description

Duke University, Pratt School of Engineering, is seeking a Service Desk Technician to deliver responsive technical support to faculty, staff, and students. The role maintains computing equipment, troubleshoots issues, and collaborates with IT professionals across the university.

Ideal candidates have a technical background, strong customer service skills, and the ability to manage multiple priorities in a fast-paced, on-site setting at Duke in Durham, NC.