Analyst, IT (West Campus / Trent User Support) - Military Veterans

at Duke University and Duke University Health System

Durham, North Carolina

The Analyst, IT for West Campus/Trent User Support provides direct, first-level support for all aspects of computing (installation of hardware and software, diagnosis, repair, and user support).    He/she is expected to work with fellow staff members, as well as other Duke support staff, to provide IT support for multiple Trinity College of Arts & Sciences departments, and SLA’s.  The Analyst, IT for West Campus/Trent User Support is a member of OIT/ATS group at Duke, and reports to the Manager, IT for West Campus/Trent User Support. 



  • User Support Services – Provide end user support for faculty, staff and students in Trinity College of Arts & Sciences and other SLA’s as needed. Maintain familiarity with supported user community and managed equipment to provide excellent proactive, just in time and customized support.
    • Install, configure, and maintain hardware, software, and network connectivity for departmental and lab computing equipment. Install and maintain printers, scanners, and other peripherals.
    • Coordinate access to file storage solutions (either local, centrally-provided or cloud based) for use by supported end users.
    • Provide first-level troubleshooting of hardware, software and network problems
    • Maintain an inventory database and accurate records of maintenance and repairs done on individual computers and special-purpose hardware devices.
    • Provide training and/or printed and online documentation for procedures and policies.
  • Provide periodic support for audio-visual enabled teaching and meeting spaces.  Support may include technical assistance, hardware support and training for use of AV supported services (projection, teleconferencing, video-conferencing).
  • Maintain AD authentication and authorization systems necessary to allow access to departmental resources
  • Assist in the creation of budgets and long range planning to meet departmental and programmatic IT needs, including custom technologies for Mac, PC, and Linux OS as needed.
  • Oversee the use of departmental and lab computing funds to provide for departmental and lab IT needs and the development of departmental and lab IT infrastructure.
  • Coordinate with faculty PIs to determine strategies for purchasing, renewal, and support within separate areas, and suggest ideas for collaborative purchasing and maintenance when possible.
  • Act as a liaison to colleagues in OIT, and other campus IT groups
  • Consult with other staff members in OIT/ATS to stay informed on current and emerging technology projects and opportunities for collaboration and resource sharing.
  • Maintain current awareness of trends and issues relative to IT and supported systems
  • Perform other related duties incidental to the work described herein.




BA/BS in a computer related field or an equivalent combination of relevant education and experience.



Minimum of 3 years IT experience in first or second level desktop computer support (Higher Education environment preferred)\



  • Ability to work with limited supervision in a team environment
  • Experience with system imaging tools for both Windows and Mac OS (SCCM, JAMF and MDM solutions). 
  • Experience with supporting multiple operating systems and server systems including Windows Server current flavors, Windows current OS flavors; Mac OS current flavors, *Linux OS experience a plus.  Strong Mac OS skills essential to this posting


Working Conditions and Desired Skills:

  • Must be able to lift 40 pounds and unpack, shelve and shift desktop computers and peripherals
  • Must be able to work in an environment in which exposure to materials containing dust and mold is possible
  • Frequent bending, crouching, stooping
  • Normal office environment
  • May require occasional evenings and weekends to facilitate major project completion


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.


Durham, North Carolina

As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.

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