Device Support Analyst

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health.By harnessing the power of innovative technologies like cloud computing and artificial intelligence - and pairing them with a forward-thinking approach - Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

General Description of the Job Class

The Device Support Analyst provides remote and on-sitesupport and maintenance for workstations, printers, and peripheral devices. The Device Support Analyst fields customer questions and problems, and uses their technical knowledge to independently resolve the issue, or partner with the appropriate Duke IT technical resource to identify the solution.

General Description of the Job

The Device Support Analyst provides remote and on-sitesupport and maintenance for workstations, printers, and peripheral devices. The Device Support Analyst fields customer questions and problems, and uses their technical knowledge to independently resolve the issue, or partner with the appropriate Duke IT technical resource to identify the solution.

Duties and Responsibilities of this Level

Level 1

• Under direct supervision, provide accurate, timely, and effective solutions for end user computer problems to ensure end user productivity.
• Provide timely response to customers, in accordance with service level agreements.
• Research, resolve and respond to incidents and requests reported by customers regarding end user devices, (e.g. workstations, printers, peripheral devices, etc.) along with some ancillary support for application issues.Use systems and diagnostic tools to troubleshoot issues, either resolving the issue at hand or escalating to the appropriate technical expert.
• Communicate issues effectively to customers, team members, technical experts and management. Maintain regular communication with all impacted groups until the project / problem / task is brought to resolution.
• Respond to routine customer questions about usability and functionality of hardware and applications. Provide basic education and training to customers, as necessary.
• Maintain accurate information and data regarding end-user issues within the tracking system.
• Update asset management system to correctly record the life cycle and status of desktop hardware, peripherals, and software.
• Test and ensure applications are correctly installed and configured on workstations.
• Participate in team projects to enhance the technical infrastructure or improve the problem resolution process.
• Maintain accurate documentation of all procedures regarding end user device support and operations.
• Engage with customers and DHTS internal resources to identify trends, training opportunities, and service improvement opportunities.
• May participate in 24X7 on call rotation.
• Oversee selective activities of desktop computing management including software and hardware configuration, testing, scheduling, installations, moves, updates, upgrades, preventive maintenance, vendor returns, and asset management.
• Monitor and scan for security vulnerabilities and risk in order to minimize threat to the network enterprise infrastructure for both operating systems and standard applications.
• Assist in evaluating new requirements and recommend new processes and standards as appropriate. Assist in defining standards, guidelines, best practices, and metrics.
• Design and execute project plans, define job scope, and work with the business owners and project managers in the implementation and deployment of assigned projects.
• Facilitate team projects to enhance the technical infrastructure or improve the quality or efficiency of the problem resolution process.
• Build and deploy software distribution packages for designated applications.
• Upgrade and / or update software to latest version.
• Train technical support personnel in the use and support of new products and systems.
• Assist and support the Security Office and Device Support leadership inmonitoring and scanning for security and risk.Ensure that the appropriate security measures are to taken in day-to-day work.
• Remain well-informed of all HIPAA, security, and privacy requirements. Responsible for reporting any compliance breaches or concerns to the appropriate resource (management, IT Security Office, Compliance Office, Human Resources, etc.).
• Perform other related duties incidental to the work described herein.

Level 2- In addition to the duties described for the Level 1, the Level 2 will :

Level 3- In addition to the duties described for the Level 2, the Level 3 will :

Required Qualifications at this Level

Education : Associate's degree in a related field, or two years of equivalent technical experience required.

Experience :

Level 1- One year of IT experience required.

Level 2- Three years of IT experience required, to include one year in an IT-related device support environment.

Level 3- Five years of IT experience required, to include one year in an IT-related device support environment.

Degrees, Licensure, and / or Certification :

Must have a current N.C. driver's license

Knowledge, Skills, and Abilities :

Level 1-

Level 2- In addition to the KSAs described for the Level 1, the Level 2 will demonstrate :

Level 3- In addition to the KSAs described for the Level 2, the Level 3 will demonstrate :

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

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 onthe 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.