DHTS Device Support Analyst- Duke Lake Norman Hospital

Overview

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.

Duke Health Lake Norman Hospital

Pursue your passion for caring with Duke Health Lake Norman Hospital in Mooresville, North Carolina. The smallest of Duke Health’s four hospitals at 123 beds, it offers a comprehensive range of medical services, including 24-hour emergency care, cardiology, orthopedics, women’s services, and surgical specialties.

Responsibilities

• Device Support Analyst provides remote and on-site support and maintenance for workstations, printers, and peripheral devices. Answers customer questions and problems and uses technical knowledge to independently resolve the issue or partner with the appropriate Duke IT technical resource to identify a solution.
• Provide accurate, timely, and effective solutions for end-user computer problems to ensure end-user productivity. Respond to routine customer questions about usability and functionality of hardware and applications. Maintain regular communication with all impacted groups until issues are resolved. Update and document end-user issues in the tracking system and maintain asset management records for desktop hardware, peripherals, and software.
• Test and ensure applications are correctly installed and configured on workstations; participate in team projects to enhance technical infrastructure and improve problem-resolution processes. Maintain documentation of procedures for end-user device support and operations.
• Engage with customers and internal resources to identify trends, training opportunities, and opportunities for service improvement. May participate in 24x7 on-call rotation. Support the Security Office and Device Support leadership in monitoring for security and risk; follow HIPAA, security, and privacy requirements and report any compliance concerns as appropriate.
• Level progression responsibilities include assisting in the identification and evaluation of customer business problems requiring IT solutions; collaborating with IT partners; evaluating new application requirements; consulting with client-area management; performing desktop computing management tasks (configuration, testing, installations, moves, updates, upgrades, preventive maintenance, vendor returns, asset management); providing advanced education and training; and applying security and standardization practices across deployments.

Knowledge, Skills and Abilities

Level Characteristics

N / A

Minimum Qualifications

Education

Associate’s degree in a related field, or two years of equivalent technical experience required. LICENSURE / CERTIFICATION : Must have a current N.C. driver’s license.

Experience

Level 1 : No experience required beyond the minimum education / equivalency. Level 2 : Two years of IT experience required, including one year in an IT-related device-support environment. Level 3 : Four years of IT experience required, including one year in an IT-related device-support environment.

Degrees, Licensures, Certifications

N / A

Equal Opportunity Employer — Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and 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 robust exchange of ideas; all members of our community should feel secure and welcome, have their contributions respected, and have their voices heard. All members 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 requests for reasonable accommodation will be provided by the hiring department.

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