Service Desk Analyst II

Duke Careers•Durham, NC

3d•Onsite

About The Position

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

Requirements

Associate degree in a computer-related field or 2–3 years of relevant IT support experience, or an equivalent combination of education and experience.
Strong attention to customer service and professional demeanor.
Excellent verbal and written communication skills.
Demonstrated ability to work independently and collaboratively in a fast-paced environment.
Smartphone required for access to multi-factor authentication (MFA) and communication tools.
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.

Nice To Haves

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.
Strong understanding of networking fundamentals, VPN, email clients, calendaring tools, and web technologies.
Ability to support and explain enterprise services such as Duke Unlock, MFA/DUO, and device management tools.
Diagnostic and problem-solving abilities for both hardware and software.
Ability to understand and follow ITIL-based processes and workflows.
Ability to effectively use and adapt to AI tools (e.g., knowledge assistants, workflow automation) in a fast-evolving IT support environment.

Responsibilities

Provide technical support via phone, web, chat, email, and in person for issues related to accounts, networking, operating systems (Windows/macOS), enterprise applications, and supported software.
Monitor and manage incoming ServiceNow incidents: document troubleshooting, assign tickets, and ensure SLA compliance.
Communicate directly with customers to provide status updates and resolutions.
Leverage AI-powered tools (e.g., workflow automation, knowledge assistants) to enhance troubleshooting accuracy, efficiency, and customer support.
Proactively follow up with users and resolver groups to ensure timely progress and customer satisfaction.
Recommend improvements to knowledge base articles and internal procedures based on ticket trends.
Serve as a communication relay during major service outages or degradations.
Supervise and guide undergraduate student workers at the walk-up desk.
Use tools such as Splunk, PowerShell, and internal dashboards to investigate issues and improve first-contact resolution.
Troubleshoot and facilitate repair or support for student hardware/software issues, including Duke’s loaner laptop program.
Process check-out and return of rental equipment using WebCheckout.
Follow all SOPs, security policies, and documentation guidelines.
Participate in team meetings, technical trainings, and service improvement initiatives.
Perform other related duties as assigned.