NONDUKE STUDENT/INTERN, DUKE LAW SCHOOL

Updated: about 1 month ago
Location: 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.

NONDUKE STUDENT/INTERN

CLASSIFICATION ESTABLISHED FOR ANY NON-DUKE STUDENT PAID AT AN HOURLY RATE. THIS INCLUDES HIGH SCHOOL STUDENTS, VISITING UNDERGRADUATE STUDENTS, AND HOURLY VISITING GRADUATE STUDENTS. THE STUDENT/INTERN WILL PERFORM VARIOUS DUTIES AS ASSIGNED BY THE DEPARTMENT. STUDENT/INTERNSARE COMPENSATED AT VARYING RATES OF PAY BASED UPON THE WORK BEING PERFORMED AND ACCORDING TO THE PAY SCHEDULE DEVELOPED AND MAINTAINED FOR EACH DEPARTMENT. STUDENT/INTERN MUST BE PAID AT LEAST MINIMUM WAGE.

Job Description

The Non-Duke Student/Intern serves as a student member technician for the Academic Technologies’ Helpdesk.  The Helpdesk is staffed Mondays through Thursdays from 8:00 am through 8:00 pm; 8:00 am until 5:00 pm on Fridays, and Sundays 2:00 pm until 6:00 pm.  The student technicians are expected to work the shift(s)  agreed to upon hiring for the entire semester.  Student technicians must show up for work on time and ready to work.  If the student technician is unable to cover his or her shifts, the student technician must send a notification at least four hours before the start of the shift.  The student technician supplements the full-time staff in supporting the Duke Law community with technology issues.  The student technician will receive on the job training.  The student technician must attend orientation before beginning their work here at Duke Law. 

Work Performed

Under the supervision, provide accurate, timely, and effective solutions for end-user computer problems to ensure end-user productivity. Provide timely response to customers, in accordance with service level agreements. Research, resolve and respond to incidents and requests reported by customers regarding end-user devices (e.g., workstations, printers, peripheral devices, etc.) along with some ancillary support for application issues. Use systems and diagnostic tools to troubleshoot issues, either resolving the issue at hand or escalating to the Helpdesk Team. Communicate effectively with customers, team members, technical experts and management. Maintain regular communication with Helpdesk and other Academic Technologies’ groups until the project/problem/task is brought to resolution, including updating Duke’s ticketing system. Respond to routine customer questions about the usability and functionality of hardware and applications. Participate in daily assignments and tasks as directed by the team to enhance or improve the problem resolution process. Maintain accurate documentation of all procedures regarding end-user device support and operations.  Suggest areas for improvement and participate in testing of systems as requested. 

Full or Part-time: Part-Time

Shift: Day and Evening

Regular or Temporary: Regular

Qualifications

Required:

Basic technical knowledge and computer skills are necessary to support Windows platforms, Mac platforms, Windows applications, and productivity tools such as Microsoft Office and Adobe, virus protection software, and mobile computing devices. Knowledge of networking fundamentals. Strong customer service and interpersonal skills, including telephone etiquette. Strong oral and written communication skills as well as technical documentation skills. Strong problem-solving skills. Strong time management skills. Ability to use device standards and follow guidelines, as well as help others interpret policy. Must be able to lift 50 pounds or more.

Education/Training:

Associate's degree in a related field, or two years of equivalent technical experience required.

Experience:

No experience required beyond the minimum education (or equivalency) requirement.

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.


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