Service Desk Analyst II
Duke Careers
full-time
Posted on:
Location Type: Office
Location: Durham • North Carolina • United States
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Tech Stack
About the role
- 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
Requirements
- Associate degree in a computer-related field or 2–3 years of relevant IT support 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
- Familiarity with Duke’s IT environment or similar higher-education IT support (preferred)
- Experience using ServiceNow or comparable incident management systems (preferred)
- Troubleshooting skills for Windows, macOS, and basic Linux/UNIX (preferred)
- Strong understanding of networking fundamentals, VPN, email clients, calendaring tools, and web technologies (preferred)
- Ability to support and explain enterprise services such as Duke Unlock, MFA/DUO, and device management tools (preferred)
- Diagnostic and problem-solving abilities for both hardware and software (preferred)
- Ability to understand and follow ITIL-based processes and workflows (preferred)
- Ability to effectively use and adapt to AI tools (e.g., knowledge assistants, workflow automation) in a fast-evolving IT support environment (preferred)
Benefits
- Exceptional customer service and technical assistance
- Onsite support
- Rotating schedules to support campus needs
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingWindowsmacOSLinuxnetworking fundamentalsVPNemail clientscalendaring toolsenterprise servicesITIL
Soft skills
customer serviceverbal communicationwritten communicationindependent workcollaborationattention to detailproblem-solvingdiagnostic abilitiesprofessional demeanoradaptability