Duke University
IT Analyst
Duke University, Durham, North Carolina, United States, 27703
School of Medicine
Established in 1930, Duke University School of Medicine is the youngest of the nation's top medical schools. Ranked sixth among medical schools in the nation, the School takes pride in being an inclusive community of outstanding learners, investigators, clinicians, and staff where interdisciplinary collaboration is embraced and great ideas accelerate translation of fundamental scientific discoveries to improve human health locally and around the globe. Composed of more than 2,600 faculty physicians and researchers, nearly 2,000 students, and more than 6,200 staff, the Duke University School of Medicine along with the Duke University School of Nursing, and Duke University Health System comprise Duke Health, a world-class academic medical center. The Health System encompasses Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, Duke Health Integrated Practice, Duke Primary Care, Duke Home Care and Hospice, Duke Health and Wellness, and multiple affiliations.
RESPONSIBILITIES
Primary Responsibility = End User support / Technology Maintenance
In person and remote troubleshooting of hardware and software issues for Medical Students within Duke School of Medicine (primarily focused on PT and OTD and based mainly in the IPE building) as well as other computers that we manage within the TSCHE building. Facilitating repairs for hardware and software, this includes repairs on laptops that have been dropped, had spills, have malware and various other issues.
Take a proactive approach to instigating repairs for computers that show as needing one in our Mac Management system (JAMF). Making sure student laptops are compliant with our Endpoint management systems.
Configuring tablets and phones in Duke's MDM. Checking in and out loaner laptops (when a student laptop needs repair), re-imaging them on return and making sure they meet visual standards.
Responding and maintaining Service-Now Tickets: including responding to and tracking tickets, providing a constant flow of updates in a timely manner to end users regarding progress through to resolution.
70%
Provide IT support for Students taking exams, assisting with any tech troubleshooting to make sure everything goes smoothly.
10%
Provide basic troubleshooting, diagnostic, and weekly preventative maintenance for audio video production equipment including in-room cameras, recorders, monitors and microphones.
Diagnose malfunctions and make minor adjustments to audiovisual equipment to include projection, computer, and audiovisual equipment setups.
3%
Training and guidance for Medical Students and staff: Create How-to Tutorial (both in written and video form) on software or systems used within Duke.
Testing of beta OS software to make sure that software is compatible with each new OS release. Work with other members of the team in updating MedEdIT Student facing website.
5%
Assist with the yearly co-ordination, distribution and setup of new laptops for Medical Students - providing one-to-one setup and assistance.
Assist with yearly graduation cycle, helping to prep and erase laptops for Students who are graduating from their respective programs.
5%
General technology maintenance - Maintaining ePrint printers in IPE Building/TSCHE and Duke South: to include supplying paper, toner, and keeping printers online.
Maintaining iPads within TSCHE and Duke South.
Maintaining visual standards of technology in managed spaces: Cleaning ipad and other touch screens, straightening and cleaning keyboards, mice, monitors, etc.
3%
Attendance at departmental meetings/staff meetings, as necessary.
3%
Management of class listservs - creation and maintenance etc.
1%
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Other duties as assigned by Manager.
DEPARTMENTAL PREFERENCES
Education/Training
Work requires analytical skills normally acquired through two years post-secondary education in mathematics, computer science or a related field, or equivalent technical training in a computer-related field.
Experience
Experience with troubleshooting MacOS, iOS, Windows, Microsoft Office. Basic knowledge/experience with Android prefered.
Excellent customer service skills are essential.
Experience with Network and AV systems preferred.
Skills
Ability to lift 50 lbs.
MINIMUM QUALIFICATIONS
Education
Work requires analytical skills normally acquired through two years post-secondary education in mathematics, computer science or a related field, or equivalent technical training in a computer-related field.
Experience
Work requires two years of experience to become familiar with data management techniques utilizing relational data base management systems and network administration as well as a variety of computing systems.
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.
Established in 1930, Duke University School of Medicine is the youngest of the nation's top medical schools. Ranked sixth among medical schools in the nation, the School takes pride in being an inclusive community of outstanding learners, investigators, clinicians, and staff where interdisciplinary collaboration is embraced and great ideas accelerate translation of fundamental scientific discoveries to improve human health locally and around the globe. Composed of more than 2,600 faculty physicians and researchers, nearly 2,000 students, and more than 6,200 staff, the Duke University School of Medicine along with the Duke University School of Nursing, and Duke University Health System comprise Duke Health, a world-class academic medical center. The Health System encompasses Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, Duke Health Integrated Practice, Duke Primary Care, Duke Home Care and Hospice, Duke Health and Wellness, and multiple affiliations.
RESPONSIBILITIES
Primary Responsibility = End User support / Technology Maintenance
In person and remote troubleshooting of hardware and software issues for Medical Students within Duke School of Medicine (primarily focused on PT and OTD and based mainly in the IPE building) as well as other computers that we manage within the TSCHE building. Facilitating repairs for hardware and software, this includes repairs on laptops that have been dropped, had spills, have malware and various other issues.
Take a proactive approach to instigating repairs for computers that show as needing one in our Mac Management system (JAMF). Making sure student laptops are compliant with our Endpoint management systems.
Configuring tablets and phones in Duke's MDM. Checking in and out loaner laptops (when a student laptop needs repair), re-imaging them on return and making sure they meet visual standards.
Responding and maintaining Service-Now Tickets: including responding to and tracking tickets, providing a constant flow of updates in a timely manner to end users regarding progress through to resolution.
70%
Provide IT support for Students taking exams, assisting with any tech troubleshooting to make sure everything goes smoothly.
10%
Provide basic troubleshooting, diagnostic, and weekly preventative maintenance for audio video production equipment including in-room cameras, recorders, monitors and microphones.
Diagnose malfunctions and make minor adjustments to audiovisual equipment to include projection, computer, and audiovisual equipment setups.
3%
Training and guidance for Medical Students and staff: Create How-to Tutorial (both in written and video form) on software or systems used within Duke.
Testing of beta OS software to make sure that software is compatible with each new OS release. Work with other members of the team in updating MedEdIT Student facing website.
5%
Assist with the yearly co-ordination, distribution and setup of new laptops for Medical Students - providing one-to-one setup and assistance.
Assist with yearly graduation cycle, helping to prep and erase laptops for Students who are graduating from their respective programs.
5%
General technology maintenance - Maintaining ePrint printers in IPE Building/TSCHE and Duke South: to include supplying paper, toner, and keeping printers online.
Maintaining iPads within TSCHE and Duke South.
Maintaining visual standards of technology in managed spaces: Cleaning ipad and other touch screens, straightening and cleaning keyboards, mice, monitors, etc.
3%
Attendance at departmental meetings/staff meetings, as necessary.
3%
Management of class listservs - creation and maintenance etc.
1%
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Other duties as assigned by Manager.
DEPARTMENTAL PREFERENCES
Education/Training
Work requires analytical skills normally acquired through two years post-secondary education in mathematics, computer science or a related field, or equivalent technical training in a computer-related field.
Experience
Experience with troubleshooting MacOS, iOS, Windows, Microsoft Office. Basic knowledge/experience with Android prefered.
Excellent customer service skills are essential.
Experience with Network and AV systems preferred.
Skills
Ability to lift 50 lbs.
MINIMUM QUALIFICATIONS
Education
Work requires analytical skills normally acquired through two years post-secondary education in mathematics, computer science or a related field, or equivalent technical training in a computer-related field.
Experience
Work requires two years of experience to become familiar with data management techniques utilizing relational data base management systems and network administration as well as a variety of computing systems.
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.