Device Support Analyst
Job in
Durham, Durham County, North Carolina, 27703, USA
Listing for:
AAAI Press
Full Time
position
Listed on 2026-02-16
Job specializations:
-
IT/Tech
IT Support, Technical Support
Salary/Wage Range or Industry Benchmark: 80000 - 100000 USD Yearly
USD
80000.00
100000.00
YEAR
Job Description & How to Apply Below
Overview
At Duke Health, we are committed to compassionate care that changes the lives of patients, their loved ones, and the greater community. Join us to advance health together.
About Duke Health Technology Solutions
Pursue your passion for caring and innovation with Duke Health Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing technologies like cloud computing and artificial intelligence, Duke Health Technology Solutions is helping shape the future of health care at Duke Health and beyond.
Location
This position will be based in Durham with travel to Hillsborough, Galloway Ridge, Timberline, Meadowmont, and Chapel Hill. This is not a remote position.
Hours
8:00 AM – 5:00 PM, Monday to Friday, with On-Call Rotation (Monday–Sunday, 5:00 PM–8:00 AM).
General Description of the Job Class
The Device Support Analyst provides remote and on-site support and maintenance for workstations, printers, and peripheral devices. The analyst answers customer questions and problems and uses technical knowledge to resolve issues or partner with the appropriate Duke IT resource.
Duties and Responsibilities
Level 1 – Under direct supervision, provide accurate, timely, and effective solutions for end-user computer problems to ensure productivity.Provide timely response to customers in accordance with service level agreements.Research, resolve, and respond to incidents and requests regarding end-user devices, with some ancillary support for applications. Use diagnostic tools to troubleshoot and either resolve the issue or escalate.Communicate issues effectively to customers, team members, and management; maintain regular updates until resolution.Respond to routine questions about usability and functionality of hardware and applications; provide basic education and training as needed.Maintain accurate information in the tracking system and update 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 improve infrastructure or 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 service improvements.May participate in 24x7 on-call rotation.Assist and support the Security Office in monitoring for security and risk; ensure appropriate security measures in day-to-day work.Stay informed of HIPAA, security, and privacy requirements; report compliance concerns to the appropriate resource.Perform other related duties as needed.Level 2 – In addition to Level 1 duties: assist in identifying and evaluating customer business problems requiring IT solutions; collaborate with IT partners on recommendations; assist in evaluating new application requirements and provide onsite assistance; consult with client-area management regarding PC equipment problems and solutions; perform selective desktop management activities; respond to complex questions and provide advanced training as necessary.Level 3 – In addition to Level 2 duties: may function as technical leader or team leader; use advanced technical knowledge to troubleshoot and resolve problems; administer images, deployment, and standardization of software; manage projects and provide status updates; provide second/third-level end-user support; coordinate installation and troubleshooting of PC hardware and software; implement testing; guide training and documentation; monitor security vulnerabilities;
assist in evaluating new requirements and defining standards; design and execute project plans; lead team projects to improve infrastructure and problem resolution; build and deploy software distribution packages; upgrade software; train support personnel.Required Qualifications
Education:
Associate’s degree in a related field, or two years of equivalent technical experience.
Experience:
- Level 1:
One year of IT experience required. - Level 2:
Three years of IT experience required, including one…
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
