Device Support Analyst

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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 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.

The Device Support Analyst provides remote and on‑site support and maintenance for workstations, printers, and peripheral devices. They field customer questions and problems, using their technical knowledge to resolve issues independently or partner with the appropriate Duke IT technical resource.

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.) and 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 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.

Assist and support the Security Office and Device Support leadership in monitoring and scanning for security and risk. Ensure that 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 the duties described for Level 1, the Level 2 will:

• Assist in the identification and evaluation of customer business problems that require an IT solution. Collaborate with IT partners to develop recommendations.
• Assist in the 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 to customers as necessary.

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

• Function as a technical leader with expertise in defined areas, or as a generalist with broad knowledge of all aspects of the profession.
• Function as a team leader, supporting management in day‑to‑day personnel oversight and workflow management activities.
• Use advanced…