at Duke University and Duke University Health System

Durham, North Carolina

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.


The Fuqua IT Service Desk is the critical first point of contact for the information technology needs of all faculty, staff, and students at the Fuqua School of Business. Success as a Service Desk Analyst (Analyst, IT – level C) requires excellent communication skills, a strong technical aptitude, and demonstrated empathy with all customers to effectively answer technical questions and resolve first level issues over the phone, by email, or walk-ins. Service Desk Analysts triage all incoming requests and issues, resolve them if possible or route them to the appropriate internal or external team, monitor them through resolution, and perform all related communication with the customers. 
Service Desk Analysts also perform a variety of operational and administrative duties, such as user account maintenance, laptop loaner pool administration, and support for network printers, shared calendar and email accounts, collaboration technologies, and SaaS accounts like Qualtrics. 
Service Desk Analysts are expected to develop a familiarity with all applications and technologies used by students, faculty, and staff in order to provide the highest level of customer service. 
Typical Roles and Responsibilities of this position include:

  • Provide first point of contact technical support for all customers 
    • Maintain professional demeanor and strong customer-centric focus during all customer interactions
    • Provide support for Microsoft Office products, all common web browsers and email clients, anti-malware tools, collaboration tools, and any other software the customers may be experiencing difficulties with
    • Troubleshoot wired and wireless network connectivity issues, including VPN and network printing (Duke ePrint and normal print server services)
    • Install, configure, and upgrade hardware and operating system software for Windows and Apple computing devices
    • Enter and track all requests for service in Duke’s ServiceNow system
    • Develop and maintain documentation: 
      • How-to and self-service documentation optimized for customers
      • Internal documentation for Service Desk processes and procedures
    • Develop and maintain working relationships with internal Fuqua IT teams and team members to improve communications and issue resolution times
  • Administrative and Operational Responsibilities include one or more of the following: 
    • Communicate changes to shared computing resources to assigned areas and departments, clearly identifying potential impacts.
    • Administer Fuqua user accounts through enter/exit process
    • Administer network printing: 
      • Duke ePrint software and account balances for students
      • Shared network printers for faculty & staff
    • Administer email services such as shared calendars, shared email accounts, and internal mailing lists
    • Administer the laptop loaner pool: 
      • Check-in/Check-out process as requested
      • Manage and deploy laptop images
      • Deploy and manage team room collaboration technologies such as Solstice Pods, including inventory, software & hardware updates and refreshes, and configuration management 
      • Participate in a 24/7 on-call support rotation. 
    • The job description and listed responsibilities are not all inclusive and others may be assigned from time to time on a temporary or permanent basis.

Minimum Qualifications
Required Experience, Knowledge, and Skills

  • Associate Degree, preferably with a major in computer science or information technology, or 2 years of experience in an IT technical support or service desk position
  • Experience configuring, deploying, upgrading, and supporting computers running current versions of the Microsoft Windows operating systems
  • Experience configuring and repairing end user computing hardware and common peripherals
  • Experience using current versions of the Microsoft Office suite
  • Experience using common web browsers and email clients
  • Excellent oral and written communication skills
  • Demonstrated ability to work well in a team-oriented environment
  • Demonstrated willingness to accept new and added responsibility
  • Demonstrated ability to successfully negotiate service times and outages with tact and diplomacy, and to maintain a professional demeanor in sometimes difficult circumstances
  • Significant customer support experience

Preferred Requirements

  • Bachelor’s Degree, preferably with a major in computer science or information technology
  • Experience configuring, deploying, upgrading, and supporting computers running current versions of Apple MacOS
  • Current professional certification in operating systems commonly used in end user computing such as: 
    • ITIL Foundation
    • CompTIA A+
    • CompTIA Network+
    • CompTIA Security+
  • Experience working with IT service management systems such as ServiceNow.




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.

Similar jobs