IT Analyst, AUDS

IT Analyst, AUDS

The Office of Information Technology at Duke University is seeking an OIT-AUDS IT Analyst to join our team. This role is crucial in delivering top-tier technical computing support services to the Duke Community, focusing on academic departments, classroom and research labs, and administrative units across the University.

Minimum Requirements:

• Associate degree (Computer Science or related field preferred), or an equivalent combination of education and experience.
• Minimum of three years operational and technical experience in a medium to large-scale client/server environment. Including at least three years of experience performing device support of operating system (Windows 11; MacOS) and hardware, including experience installing and troubleshooting a wide variety of business applications.
• Valid driver's license and clean driving history.
• Smartphone capable of making/receiving calls, texts, and running on-call notification applications.

Preferred Qualifications:

• At least one year of hands-on experience installing, configuring, and maintaining Windows 2016/2019 application servers.
• Knowledge or experience with Microsoft Active Directory.
• Knowledge or experience with Windows Group Policy.
• Knowledge or experience with device management and deployment tools, such as Microsoft System Center Configuration Manager and Jamf Pro
• Working knowledge of Linux operating systems
• Knowledge or experience working with servers in a virtual hosting environment.
• Experience with information technology service management tools, such as ServiceNow.
• Experience in an academic environment.
• Some coding experience.

Other Requirements:

• Strong communications skills and the ability to work with a demanding clientele is necessary. This includes prompt decision-making and superior customer service.
• Effectively maintain ownership of all issues through resolution, while communicating and setting appropriate expectations with the customer.
• Ability to effectively communicate with all levels of customers as well as other support entities (verbal and written).
• Must be able to work in a team environment and/or independently and have strong interpersonal skills.
• Excellent time-management and organizational skills.
• Proactively driven by internal motivation, with a clear focus on setting and achieving goals, while consistently seeking innovative solutions to challenges.
• Demonstrated commitment to maintaining strict adherence to security protocols and upholding confidentiality standards, crucial for safeguarding sensitive data encountered in the support role.

This position is:

Onsite. The work is performed on-site or at a designated assignment location in Durham, NC.

Essential Job Duties:

• Provide all levels of device support for Windows 11 and MacOS configurations. Remain dedicated until a solution is identified and implemented to the customer's satisfaction.
• Contribute to the system administration of Windows Servers, encompassing file system management and Active Directory operations.
• Perform hardware and software Installation, upgrades, and configuration according to documented procedures.
• Track problems, diagnose issues until a solution is identified, and implemented to the customer's satisfaction.
• Provide periodic support for audio-visual enabled teaching and meeting spaces, including technical assistance, hardware support, and training on AV-supported services.
• Perform proactive endpoint maintenance to ensure optimal system performance and minimize downtime.
• Provide consultation to faculty, staff, and researchers for hardware and software acquisitions while coordinating implementation in office, classroom, and research laboratory settings. Provide appropriate budget projections as needed, using standard and customized configurations.
• Create and maintain centralized documentation on supported systems and services.
• Ensure endpoint and data compliance with policies and best practices set by the IT Security Office.
• Train customers and peers, as needed, in the effective use of supported hardware and software.
• Actively participate in the University's technical user groups.
• Coordinate equipment pickups for disposal/recycling.
• Participate in 24/7 on-call rotation.
• Perform other duties as assigned.

Why Join Us:

The OIT-AUDS team at Duke University is dedicated to providing top-tier technical computing support services to the Duke Community. Working with us means being part of a dynamic team that supports the university's mission through innovative technology and infrastructure projects. You'll have the opportunity to work on a variety of projects, from new building installations to system upgrades in existing facilities, all while contributing to the safety and connectivity of the Duke community.

Learn more about Duke University's competitive benefits package:

HR.Duke.Edu/Benefits

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.