NONDUKE STUDENT/INTERN

POSITION SUMMARY:

Provide customer service and technical support for the computing needs of Duke University and members of the Duke community as a frontline IT support analyst for the Office of Information Technology’s service desk. In this role the intern analyst will provide support to the Duke Student population. The analyst is responsible for providing technical support (hardware and software) for computers, renting out equipment, printing Duke ID cards, and proving support via phone and chat.

DUTIES & WORK PERFORMED:   

• Provide initial and follow-up technical and customer support primarily via phone, web, instant messenger and email in a timely and effective manner.  Support includes but is not limited to email accounts, connectivity issues, operating system problems, enterprise applications, malware removal, and a variety of desktop software packages.
• Provide support to any Duke Student or library faculty member at the walk-up service desk location.
• Research and solve hardware and software issues with laptops that have been checked into the Service Desk.
• Actively participate in team meetings and training sessions.
• Follow standard operating procedures and guidelines in relation to all work performed.

• Follow-up (via phone, email or in person) with technical response teams on tickets that have not been responded to and/or resolved in order to ensure highest level of customer service.  Provide timely follow-up to originating customer and respond to inquiries and concerns they may have.
• Preform other related duties incidental to the work described herein.

Note: The intent of this list of primary duties is to provide a representative summary of the major duties and responsibilities of this job.  Incumbents perform other duties as required.

SOFT SKILLS:

• Customer service focused
• Active listening
• Excellent time-management and organizational skills
• Professional verbal and written communication skills;  using volume, tone, empathy and word choice to build appropriate rapport with customer
• Demonstrated ability to work as part of a team in a fast paced environment, with frequently changing business priorities
• Self-motivated and goal-oriented
• Ability to perform daily operations under minimal supervision
• Exceptional multi-tasking capabilities

SUPERVISORY RESPONSIBILITIES:

None

WORKING CONDITIONS:
Fast paced public work environment with constant customer contact.

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 essential job 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.