Service Desk Analyst II: Frontline IT Support

Duke University; Durham, Northern (NC, KY); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Duke University’s Office of Information Technology is seeking a Service Desk Analyst II to provide frontline support across phone, chat, email, and in-person channels at The LINK. This onsite role in Durham requires strong customer service, teamwork, and familiarity with MFA and IT tools.

The role emphasizes incident management, SLA compliance, and using AI-powered tools to improve troubleshooting accuracy and efficiency. Supervising undergraduate staff is also part of the responsibilities.

Qualifications

• 1–3 years IT support experience or an associate degree in a computer field.
• Strong customer service and clear communication.
• Ability to work independently and with a team in a fast-paced environment.
• Smartphone required for MFA and communication tools.

Responsibilities

• Provide technical support via phone, chat, web, email, and in-person for accounts, networking, operating systems, enterprise apps, and supported software.
• Monitor ServiceNow incidents; document troubleshooting, assign tickets, and ensure SLA compliance.
• Communicate status and resolutions directly with customers.
• Leverage AI-powered tools to enhance troubleshooting and workflow efficiency.
• Supervise undergraduate student workers at the walk-up desk and assist with training.
• Participate in meetings, trainings, and service improvement initiatives.

Skills

Customer service orientation

Professional communication

Teamwork and independence

MFA readiness (smartphone)

Education

Associate degree or 2–3 years IT support

Tools

ServiceNow

Splunk

PowerShell

Job description

Duke University’s Office of Information Technology is seeking a Service Desk Analyst II to provide frontline support across phone, chat, email, and in-person channels at The LINK. This onsite role in Durham requires strong customer service, teamwork, and familiarity with MFA and IT tools.

The role emphasizes incident management, SLA compliance, and using AI-powered tools to improve troubleshooting accuracy and efficiency. Supervising undergraduate staff is also part of the responsibilities.