USER SERVICES SPECIALIST, PRATT SCHOOL OF ENGINEERING

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.

Job Description:

Provide end user support for faculty, staff and students in Pratt School of Engineering. Maintain familiarity with supported user community and managed equipment to provide excellent proactive, just in time and customized support.

Work Performed:

• 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
• Provide training and/or printed and online documentation for procedures and policies. Expand and refine as necessary.
• 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, videoconferencing).
• Act as a liaison to colleagues in other IT related groups across campus.
• Consult with other IT staff members 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 information technology and supported systems
• Advise users on the purchase and configuration of IT hardware and software
• Provide physical coverage of the helpdesk on campus during hours of operation.
• Perform other related duties incidental to the work described herein.

Technical Skills Preferred:

• One year working at a help desk
• Working knowledge of Windows and Macintosh operating system. Familiarity with Linux is a plus
• Good knowledge of end user applications and general knowledge of computer applications.
• Experience in customer service and incident management tools.
• Analytical and troubleshooting skills.
• Ability to manage projects, to set and meet deadlines and to adapt to new and changing situations and technologies.

Working Conditions:

• 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

Soft Skills Preferred:

• Team player; must work well with diverse people and skillsets. Patience is a must!
• Customer service-oriented, friendly, and helpful attitude; strong interpersonal skills and ability to work well with others are required.
• Self-motivated and goal-oriented; ability to work responsibly with or without direct supervision.
• Ability to learn and adapt to new technologies; ability to provide technical support over the phone; effective phone skills, professional demeanor, previous customer service experience strongly desired.
• Ability to multi-task; ability to handle frequently changing flows of traffic; remain productive during slow times; be able to multitask effectively during busy times; exercise patience and professionalism during stressful situations.
• Ability to interact with both technical and non-technical audiences; good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it
• The ability to follow directions and respond appropriately is required.
• 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.

Work requires a Bachelor's degree in mathematics or a computer related field, or the equivalent coursework or technical training.

Work requires one year programming or analytical experience with knowledge of several computer languages and experience compiling, link editing, executing, reading, and writing to peripheral equipment, and batch and interactive computing. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

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.