Job Summary:
Duke University is seeking a Service Desk Analyst II to join their Office of Information Technology (OIT) team. In this role, you will provide exceptional technical support and customer service to the Duke community through various channels, while also managing incidents and ensuring compliance with service level agreements.
Responsibilities:
• 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.
Qualifications:
Required:
• 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.
• 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.
Preferred:
• 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.
Company:
Duke University is a private research university providing undergraduate and postgraduate education in medicine and other disciplines. Founded in 1838, the company is headquartered in Durham, USA, with a team of 10001+ employees. The company is currently Late Stage.