Duke University:

Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America's leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

DUKE LAWSCHOOL

Device Services and Support,Academ ic Technologies

(A nalyst,IT; Job Code 2423; Band C)

This position ispart of the Law School's Department of Academic T echnologies and reports to theteam lead for the Device Services and Supp ort group. This position exists toprovide the highest quality of technic al computing support services to the LawSchool Community (student, facul ty, and staff); specializing indesktop/laptop/handheld device hardware/s oftware support and serveradministration.

Work Performed
• Provideall levels of desktop support for Windows and MacOS configurations - remaindedicated until a solution is identified and implemented to the customer'ssatisfaction
• Providebackup fo r or assist in system administration for Windows 2016/2019 Server
• PerformHardw are and Software Installation, upgrades and configuration according todo cumented procedures
• Trackproblems, diagnosing issues until a solution is iden tifiedand implemented tothe customer's satisfaction.
• Provideconsultation to u sersfor hardware and software acquisitions (backup andrestore capabiliti es),coordinate their implementation and provide appropriatebudget projec tions as needed, using standard configuration resources.
• Createand maintain d ocumentation on supported systems and services
• Ensureendpoint compliance with best practices in IT security
• Trainusers (and peers) as needed, especially i n the use of enterprise email andgroup scheduling systems. Other limitedtrainingwhen available
• Activelyparticipate in the University's technical user groups
• Coordinateequipment pickups for disposal/recycling
• Participa tein 24/7 on-call rotation
• Performother duties as assigned

The abovedescription of responsibil ities is not an exhaustive list but is representativeof the duties of th eposition. There may be other duties as assigned by thesupervisor.

Education a nd Training

Associate degree(Computer Scienc eor related field preferred), or an equivalent combination ofeducation a nd experience.

Experience

Minimum of oneyear operational and technical experience in a medium tol arge-scaleclient/server environment including experience performing desk top support ofoperating system (Windows/MacOS) and desktops and experien ce installing andtroubleshooting a wide variety of business applications .

OR AN EQUIVALENTCOMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Knowledge, Skills and Abilities
• Goodcommun ications skills and the ability to work with a demanding clientele is ne cessary.This includes the ability for prompt decision-making and demonst rating superiorcustomer service.
• Expectationsetting andfollow up with custom ers.
• A bilityto communicate with all levels of end-users as well as other suppo rt entities(verbal and written).
• Mustbe able to work both in a team environme nt and independently.
• Stronginterpersonal skills.
• Excellenttime-management and orga nizational skills.
• Self-motivatedand goal-oriented.
• Continuousattention to securit y and confidentiality issues due to exposure to sensitivedata.

P referred Qualifications
• Atleast one year of hands-on exp erience installing, configuring, and maintainingWindows 2016/2019 applic ation servers.
• Knowledgeor experience with Microsoft Active Directory.
• Knowledgeor experience with Windows Group Policy.
• Knowledgeor experience with desktopman agement and deployment tools, such as MicrosoftSystem Center Configurati on Manager and Jamf Pro.
• Basicunderstanding of Linux based Operating Systems.
• Know ledgeor experience working with servers in a Virtual Hosting environment
• Expe riencewith Information Technology Service Management Tools, such as Serv iceNow.

Minimum Qualifications

Education

Refer to Job Description

Duke is an Affirmative Action/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, sexual orientation, or veteran 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 essentialjob 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.