Service Desk Analyst II

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

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Date: Sep 3, 2026

Service Desk Analyst II – Duke University OIT

Be You. Be Bold. Choose Duke.

Be You.

Introduction

The Office of Information Technology (OIT) at Duke University is seeking a Service Desk Analyst II to join our frontline support team. You will provide exceptional customer service and technical assistance to the Duke community across phone, chat, email, and in-person support channels at The LINK. This position is onsite in Durham with rotating schedules to support campus needs.

Standard Hours:

One week per month:

• Associate degree in a computer-related field or 2-3 years of relevant IT support experience, or equivalent.
• Strong customer service orientation and professional communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Smartphone required for MFA and communication tools.

Preferred Qualifications

• Familiarity with Duke’s IT environment or similar higher-education IT support.
• Experience using ServiceNow or comparable incident management systems.
• Troubleshooting skills for Windows, macOS, and basic Linux/UNIX.
• Understanding of networking, VPN, email clients, calendaring tools, and web technologies.
• Ability to support enterprise services such as Duke Unlock, MFA/DUO, and device management tools.
• Diagnostic skills for hardware and software.
• Understanding of ITIL-based processes.
• Ability to use and adapt to AI tools for troubleshooting and workflow automation.

Other Requirements

• Strong organizational and multitasking abilities.
• Dependable, self-motivated, and adaptable to evolving technologies.
• Ability to supervise undergraduate student workers at the walk-up desk.
• Commitment to documentation standards, SOPs, and security policies.

Position Type

On site – Work performed on-site at Duke University.

Be Bold.

• Provide technical support via phone, chat, web, email, and in-person for accounts, networking, operating systems, enterprise apps, and supported software.
• Monitor and manage ServiceNow incidents; document troubleshooting, assign tickets, and ensure SLA compliance.
• Communicate status and resolutions directly with customers.
• Leverage AI-powered tools to enhance troubleshooting accuracy and efficiency.
• Follow up with users and resolver groups to ensure timely progress.
• Recommend improvements to knowledge base articles and internal processes.
• Serve as communication relay during major service outages.
• Guide and supervise undergraduate workers at the walk-up desk.
• Use tools such as Splunk, PowerShell, and dashboards to investigate issues.
• Support student hardware/software issues including Duke’s loaner laptop program.
• Process rental equipment checkouts and returns using WebCheckout.
• Participate in meetings, trainings, and service improvement initiatives.
• Perform other related duties as assigned.

Choose Duke.

Duke’s Office of Information Technology (OIT) provides critical IT services supporting teaching, research, and operations across the university. As a Service Desk Analyst II, you will play a key role in delivering high-quality support in a dynamic, collaborative, and service-focused environment.

Why Join Us

Duke’s Office of Information Technology (OIT) provides critical IT services supporting teaching, research, and operations across the university. As a Service Desk Analyst II, you will play a key role in delivering high-quality support in a dynamic, collaborative, and service-focused environment.

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.

Nearest Major Market: Durham
Nearest Secondary Market: Raleigh