IT Analyst - End User Support

About the role

This is a fantastic opportunity to be part of a dynamic team responsible for configuring, implementing, and supporting approximately 10,000 workstations and 9,000 customers throughout Duke School of Medicine departments, institutes, and centers. You'll be at the forefront of end-user technical support, ensuring smooth operations and addressing technical issues promptly.

Responsibilities

• Provide primary support for network, fileserver, desktop/laptop, printer, and peripheral issues.
• Build, install, configure, maintain, and troubleshoot Windows/Mac/Linux-based desktop/laptop computers, printers, and other peripherals.
• Maintain accurate documentation and inventory of all deployed hardware and software.
• Provide VoIP secondary technical support and customer training.
• Participate in proactive device management and enforce security policies.

Requirements

• Graduation from a four-year college or university with a major in computer science, information technology, or a related degree; OR
• Graduation from a four-year college or university and one year of experience in the information technology field or customer service field; OR
• Graduation from a two-year technical college with a major in information technology and two years of progressive experience in device support.

Preferred Qualifications

• Strong experience with Windows, Mac OS X, and various Linux distributions.
• Excellent team skills and strong customer service focus.
• Experience with local area networks, Microsoft Active Directory, and Citrix presentation environment.
• Excellent oral and written communication skills.

Other Requirements

• Ability to lift 50 pounds or more.
• Participation in the group's 24x7 on-call rotation.