Service Desk Analyst II

POSITION SUMMARY: 

Provide customer service and technical support for the computing needs of Duke University and members of the Duke community as an analyst for the Office of Information Technology’s service desk. 

Hours: Monday through Friday 8A-5P and 1 week out of the month Monday - Friday 10AM - 7PM

DUTIES & WORK PERFORMED:   

• Provide initial and follow-up technical and customer support primarily via phone, web, instant messenger, and email.  Support includes email accounts, connectivity issues, operating system problems, enterprise applications, and a variety of desktop software packages.
• Monitor incident management queue (ServiceNow) for all incidents. For each incident, perform QA on troubleshooting steps taken to date; determine appropriate escalation path and assign incident to appropriate team for resolution; validate expected incident response and resolution times; and provide contact information directly to customers.
• Follow-up (via phone, email or in person) with technical response teams on incidents 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.
• For all escalated tickets, determine whether knowledge management artifacts, self-service or help desk tools, or published web site information could solve this incident in the future; provide key details for such improvements to appropriate work teams as needed.
• Work with colleagues and supervisors to ensure smooth communication and escalation flow during major outages during and after normal business hours. 
• Provide direct technical support to technology support staff in partner IT units.
• Follow standard operating procedures and guidelines in relation to all work performed.
• Participate in regular team meetings and training sessions.
• Perform other related duties incidental to the work described herein.
• Work with the Help Desk management to ensure smooth communication and escalation flow during major outages. 
• Escalate problems to appropriate support groups through the incident-tracking system and according to department problem resolutions process.
• Troubleshoot current student’s software/hardware issues in a timely manner to ensure a quick return of the student’s laptop.
• Check out and return rental equipment using WebCheckout.
• Oversee student workers at the walk-up desk to ensure we have a continues workflow to quickly service customers.
• Use applications such as Splunk and PowerShell to help resolve phone calls, chats, and open queue quickly to increase First Call Resolution.

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:

• Constant attention to customer service
• Excellent time-management and organizational skills
• Exceptional customer service skills, including verbal and written communication skills
• Demonstrated ability to work as part of a team in a fast-paced environment
• Self-motivated and goal-oriented
• Ability to work under minimal supervision
• Exceptional multi-tasking capabilities

SUPERVISORY RESPONSIBILITIES:

None

EDUCATION:

Minimum of associate degree in computer related field and 2 – 3 years of technology support experience or an equivalent combination of education and experience in computer troubleshooting and customer support.

EXPERIENCE & SKILLS:

• Working knowledge and understanding of Duke’s technology infrastructure, applications and tools, as generally gained through previous work experience in the OIT or similar service desk
• Demonstrated knowledge of IT business processes and procedures. Expertise in administrative and enterprise application support; knowledge of Duke and the internal working groups in OIT preferred.
• Experience in customer service and incident management tools (ServiceNow experience preferred)
• Expert knowledge of Windows and Macintosh operating systems, as well as strong familiarity with Linux/UNIX
• Expertise in Internet applications, including email software, web browsers, wikis/blogs, calendaring applications and networking concepts
• Demonstrate the ability to troubleshoot hardware and software issues within Windows and OSX  
• Demonstrated analytical skills, including computer troubleshooting techniques
• Demonstrated communications skills, both verbal and written

WORKING CONDITIONS:

Fast paced public work environment with constant customer contact

Duke’s comprehensive benefits package includes paid time-off (vacation, holidays, sick leave), health, dental, vision, disability and life insurance, educational assistance, and support for professional development and training. As an employee of Duke University you would also enjoy numerous discounted services such as health club memberships, movie tickets, and cell phone services.

The Office of Information Technology (OIT) is responsible for managing Duke campus’ IT infrastructure, service and support including academic research and enterprise applications. OIT provides leadership and expertise in many areas of Information Technology to Duke entities, including faculty, staff, and students. Specific services delivered include voice, data & video communications, institutional email and administrative applications (payroll, financial ledger, student systems etc.), database, web infrastructure, desktop & helpdesk support, student computing, data center services, and high-performance computing & academic software systems. OIT is also responsible for developing/upgrading the physical IT infrastructure around campus and maintaining 23 student computer labs.

OIT is a member of Educause, IVY Plus, Commons Solution Group (CSG), and has representation at many of the leading technology consortiums that are driving the future growth and use of technology.

Duke University and Durham are located in the Research Triangle, a region that encompasses one of the nation's premier concentrations of academic, corporate, and public research. The Triangle region is rated among the most desirable areas in North America to live and work.

Trustworthiness, respect, diversity, learning and teamwork are the hallmarks of Duke's guiding principles. Our accomplishments are dependent on the dedication and expertise of all who work to support Duke's mission

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.