IT Analyst - End User Support

This role supports approximately 10,000 workstations and 9,000 users across Duke School of Medicine departments, institutes, and centers. The IT Analyst – End User Support provides first‑line technical assistance, ensuring smooth operations and prompt resolution of issues.

• Maintain and troubleshoot a wide range of devices and applications.
• Provide primary support for network, file server, desktop/laptop, printer, and peripheral issues.
• Assist with proactive device management, ensuring all hardware and software are up‑to‑date and secure.
• Build, install, configure, and troubleshoot Windows, Mac, and Linux computers and related peripherals.
• Maintain accurate documentation and inventory of all deployed hardware and software.
• Provide VoIP secondary technical support and customer training.
• Participate in device management and enforce security policies.

• Graduation from a four‑year college or university with a degree in computer science, information technology, or related field; OR
• Graduation from a four‑year college and one year of experience in IT or customer service; OR
• Graduation from a two‑year technical college with a major in information technology and two years of progressive device support experience.

• Strong experience with Windows, Mac OS, and various Linux distributions.
• Excellent teamwork and customer service skills.
• Experience with LAN, Microsoft Active Directory, and Citrix presentation environment.
• Excellent oral and written communication skills.

• Ability to lift 50 pounds or more.
• Participation in the 24/7 on‑call rotation.

This position is onsite; the work is performed at a designated assignment location.

Duke is an Equal Opportunity Employer committed to providing employment opportunities without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation, or military status.