Device Support Analyst

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.

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 the power of innovative technologies such as 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.

The Device Support Analyst provides remote and on‑site support and maintenance for workstations, printers, and peripheral devices. The Analyst fields customer questions and problems, and uses technical knowledge to independently resolve issues or partners with the appropriate Duke IT technical resource to identify solutions.

• Under direct supervision, provide accurate, timely, and effective solutions for end‑user computer problems to ensure end‑user productivity.
• Provide timely responses 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) and provide ancillary support for application issues.
• Use diagnostic tools to troubleshoot issues, either resolving the issue or escalating to the appropriate technical expert.
• Communicate issues effectively to customers, team members, technical experts, and management, maintaining regular communication until 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 lifecycle 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 a 24 7 on‑call rotation.
• Assist and support the Security Office and Device Support leadership in monitoring and scanning for security and risk, ensuring appropriate security measures are taken in day‑to‑day work.
• Remain well‑informed of all HIPAA, security, and privacy requirements; report any compliance breaches or concerns to the appropriate resource.
• Perform other related duties incidental to the work described herein.

• In addition to Level 1 duties, assist in the identification and evaluation of customer business problems that require an IT solution and collaborate with IT partners to develop recommendations.
• Assist in evaluation of new application requirements, providing technical feedback and onsite assistance.
• Consult with client area management regarding PC equipment problems or malfunctions and recommend solutions.
• Perform selective activities of desktop computing management including software and hardware configuration, testing, scheduling, installations, moves, updates, upgrades, preventive maintenance, vendor returns, and asset management.
• Respond to complex customer questions about usability and functionality of hardware and applications; provide advanced education and training as necessary.

• In addition to Level 2 duties, may function as a technical leader or team leader, responsible for supporting management in day‑to‑day personnel oversight and workflow management activities.
• Use advanced technical knowledge to troubleshoot problems, identify root…