Service Desk Analyst II

Job description

Service Desk Analyst II – Duke University OIT Be You. Be Bold. Choose Duke. Be You. Introduction The Office of Information Technology (OIT) at Duke University is seeking a Service Desk Analyst II to join our frontline support team. You will provide exceptional customer service and technical assistance to the Duke community across phone, chat, email, and in-person support channels at The LINK. This position is onsite in Durham with rotating schedules to support campus needs. Standard Hours: • Monday–Friday, 8:00 AM – 5:00 PM One week per month: • Monday–Thursday, 10:00 AM – 7:00 PM Minimum Requirements Associate degree in a computer-related field or 2–3 years of relevant IT support experience, or equivalent. Strong customer service orientation and professional communication skills. Ability to work independently and collaboratively in a fast-paced environment. Smartphone required for MFA and communication tools. Preferred Qualifications Familiarity with Duke’s IT environment or similar higher-education IT support. Experience using ServiceNow or comparable incident management systems. Troubleshooting skills for Windows, macOS, and basic Linux/UNIX. Understanding of networking, VPN, email clients, calendaring tools, and web technologies. Ability to support enterprise services such as Duke Unlock, MFA/DUO, and device management tools. Diagnostic skills for hardware and software. Understanding of ITIL-based processes. Ability to use and adapt to AI tools for troubleshooting and workflow automation. Other Requirements Strong organizational and multitasking abilities. Dependable, self-motivated, and adaptable to evolving technologies. Ability to supervise undergraduate student workers at the walk-up desk. Commitment to documentation standards, SOPs, and security policies. Position Type On site – Work performed on-site at Duke University. Be Bold. Essential Job Duties Provide technical support via phone, chat, web, email, and in-person for accounts, networking, operating systems, enterprise apps, and supported software. Monitor and manage ServiceNow incidents; document troubleshooting, assign tickets, and ensure SLA compliance. Communicate status and resolutions directly with customers. Leverage AI-powered tools to enhance troubleshooting accuracy and efficiency. Follow up with users and resolver groups to ensure timely progress. Recommend improvements to knowledge base articles and internal processes. Serve as communication relay during major service outages. Guide and supervise undergraduate workers at the walk-up desk. Use tools such as Splunk, PowerShell, and dashboards to investigate issues. Support student hardware/software issues including Duke’s loaner laptop program. Process rental equipment checkouts and returns using WebCheckout. Participate in meetings, trainings, and service improvement initiatives. Perform other related duties as assigned. Choose Duke. Why Join Us Duke’s Office of Information Technology (OIT) provides critical IT services supporting teaching, research, and operations across the university. As a Service Desk Analyst II, you will play a key role in delivering high-quality support in a dynamic, collaborative, and service-focused environment. Duke is an 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 (including pregnancy and pregnancy related conditions), sexual orientation or military 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.