Service Desk Analyst II – Duke University OIT

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Introduction

The Office of Information Technology (OIT) at Duke University is seeking a Service Desk Analyst II to join our frontline support team. You will provide exceptional customer service and technical assistance to the Duke community across phone, chat, email, and in-person support channels at The LINK. This position is onsite in Durham with rotating schedules to support campus needs.

Standard Hours:

•        Monday–Friday, 8:00 AM – 5:00 PM

One week per month:

•        Monday–Thursday, 10:00 AM – 7:00 PM

Minimum Requirements

• Associate degree in a computer-related field or 2–3 years of relevant IT support experience, or equivalent.


• Strong customer service orientation and professional communication skills.


• Ability to work independently and collaboratively in a fast-paced environment.


• Smartphone required for MFA and communication tools.

Preferred Qualifications

• Familiarity with Duke’s IT environment or similar higher-education IT support.


• Experience using ServiceNow or comparable incident management systems.


• Troubleshooting skills for Windows, macOS, and basic Linux/UNIX.


• Understanding of networking, VPN, email clients, calendaring tools, and web technologies.


• Ability to support enterprise services such as Duke Unlock, MFA/DUO, and device management tools.


• Diagnostic skills for hardware and software.


• Understanding of ITIL-based processes.


• Ability to use and adapt to AI tools for troubleshooting and workflow automation.

Other Requirements

• Strong organizational and multitasking abilities.


• Dependable, self-motivated, and adaptable to evolving technologies.


• Ability to supervise undergraduate student workers at the walk-up desk.


• Commitment to documentation standards, SOPs, and security policies.

Position Type

Onsite – Work performed on-site at Duke University.

Be Bold.

Essential Job Duties

• Provide technical support via phone, chat, web, email, and in-person for accounts, networking, operating systems, enterprise apps, and supported software.


• Monitor and manage ServiceNow incidents; document troubleshooting, assign tickets, and ensure SLA compliance.


• Communicate status and resolutions directly with customers.


• Leverage AI-powered tools to enhance troubleshooting accuracy and efficiency.


• Follow up with users and resolver groups to ensure timely progress.


• Recommend improvements to knowledge base articles and internal processes.


• Serve as communication relay during major service outages.


• Guide and supervise undergraduate workers at the walk-up desk.


• Use tools such as Splunk, PowerShell, and dashboards to investigate issues.


• Support student hardware/software issues including Duke’s loaner laptop program.


• Process rental equipment checkouts and returns using WebCheckout.


• Participate in meetings, trainings, and service improvement initiatives.


• Perform other related duties as assigned.

Choose Duke.

Why Join Us

Duke’s Office of Information Technology (OIT) provides critical IT services supporting teaching, research, and operations across the university. As a Service Desk Analyst II, you will play a key role in delivering high-quality support in a dynamic, collaborative, and service-focused environment.