Service Desk Technician

Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America's leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools.

With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

The Pratt School of Engineering is seeking a Service Desk Technician to provide technology support for faculty, staff, and students. In this role, you will serve as a key resource for end users by delivering responsive technical support, maintaining computing equipment, and helping ensure a seamless technology experience across the school. You will work directly with a diverse customer base, troubleshoot technical issues, support classroom and meeting technologies, and collaborate with IT professionals across Duke.

• Bachelor's degree in mathematics, computer science, information technology, or a related computer field; or equivalent technical training/coursework.
• One year of technical support, or related experience; or an equivalent combination of education and experience.
• Working knowledge of Windows and macOS operating systems.
• General knowledge of computer hardware, software, networking, and end-user applications.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service and interpersonal communication skills.

• Experience providing technical support in a higher education environment.
• Experience with incident management or help desk ticketing systems.
• Experience supporting audio-visual technologies, videoconferencing, or classroom technology.
• Ability to manage multiple priorities, projects, and deadlines in a fast-paced environment.

• Ability to lift up to 40 pounds and unpack, shelve, and move desktop computers and peripherals.
• Ability to work in environments where exposure to dust and mold may occur.
• Frequent bending, crouching, and stooping required.
• Occasional evening and weekend work may be required to support projects or system implementations.
• This position is onsite. The work is performed on-site at a designated Duke University work location.

• Install, configure, maintain, and troubleshoot desktop computers, laptops, printers, scanners, peripherals, software applications, and network connectivity for departmental and laboratory environments.
• Provide technical support and incident resolution for hardware, software, network, and user-access issues while delivering exceptional customer service to faculty, staff, and students.
• Support technology-enabled classrooms and meeting spaces by assisting with projection systems, videoconferencing, teleconferencing, and other audio-visual technologies.
• Develop and deliver user training and documentation while helping users understand technology tools, policies, procedures, and best practices.
• Collaborate with IT partners across Duke University to identify technology solutions, share resources, support projects, and stay informed about emerging technologies and initiatives.

At Duke University's Pratt School of Engineering, you'll join a collaborative community that supports cutting-edge research, innovative teaching, and world-changing discoveries. As part of one of the nation's leading research universities, you'll play an important role in helping faculty, staff, and students leverage technology to advance learning and research.

Located in Durham, North Carolina, Duke offers an engaging work environment that values excellence, collaboration, innovation, and service. You'll have opportunities to grow your technical skills, work alongside talented professionals across campus, and contribute to a mission-driven organization that has a global impact. Learn more about Duke University's competitive benefits package.

Job Code:  USER SERVICES SPECIALIST

Job Level: 11

Anticipated Pay Range: Duke University provides an annual base salary range for this position as USD $51,483.00 to USD $90,098.00. Duke University considers factors such as (but not limited to) scope and responsibilities of the position; candidate's work experience, education/training,…