Information Services Specialist, School of Nursing

Duke Careers•Durham, NC

2d•$22 - $39

About The Position

The Duke University School of Nursing is seeking a skilled and service-driven Information Services Specialist to join their technology team. This role directly supports the technology needs of faculty, staff, and students, ensuring the smooth operation of a high-performance academic and clinical environment. The specialist will be the primary contact for diagnosing, resolving, and documenting technical issues, utilizing advanced problem-solving skills to provide an exceptional service experience. Responsibilities include hands-on hardware and software support, training sessions, inventory management, and contributing to security and compliance efforts. This position offers an opportunity for IT career growth within a mission-driven academic setting.

Requirements

Analytical skills typically acquired through two years of post-secondary education in mathematics, computer science, or a related field, or equivalent technical training.
Two years of relevant experience with relational databases, network administration, and multiple computing systems.
OR an equivalent combination of education and experience.

Nice To Haves

Bachelor’s degree is preferred.

Responsibilities

Deliver high-level technical support to faculty, staff, and students, responding to ServiceNow requests, prioritizing issues, and meeting established service standards.
Take full ownership of support cases, ensuring accurate documentation, troubleshooting effectively, and escalating issues appropriately while maintaining communication with end users.
Install, configure, and maintain Duke-owned technology, including desktops, laptops, printers, peripherals, and academic applications used within the School of Nursing.
Coordinate or perform hardware repairs and replacements, document common issue-resolution steps, and support proactive care of school-owned equipment.
Plan and allocate technology resources to best support the operational needs of the School of Nursing community.
Maintain accurate software and hardware inventories, track equipment deployment and removal, and coordinate with internal and external service organizations when repairs are needed.
Produce clear technical documentation, including internal procedures, policies, and ServiceNow knowledgebase articles.
Recommend and lead process improvements, contributing to projects that enhance service quality, efficiency, and user experience.
Manage user accounts, including creation, modification, and disabling, ensuring alignment with Duke Health security policies.
Develop and maintain instructional documentation, such as User How-to documents or team member training materials.