The Analyst, IT for Science Drive User Support provides direct, first-level support for all aspects of computing (installation of hardware and software, diagnosis, repair, and user support). He/she is expected to work with fellow OIT/AMT desktop staff members, as well as other Duke technology support staff, to provide IT support for multiple Trinity College of Arts & Sciences departments. The Analyst, IT for Science Drive User Support is a member of the Office of Information Technology (OIT) and reports to the Team Lead, IT for Science Drive User Support.
User Support Services - Provide end user support for faculty, staff and students in Trinity College of Arts & Sciences. Maintain familiarity with supported user community and managed equipment to provide excellent proactive, just in time and customized support.
Install, configure, and maintain hardware, software, and network connectivity for departmental and lab computing equipment. Install and maintain printers, scanners, and other peripherals.
Coordinate access to file storage solutions (either local, centrally-provided or cloud based) for use by supported end users.
Provide first-level troubleshooting of hardware, software and network problems
Maintain an inventory database and accurate records of maintenance and repairs done on individual computers and special-purpose hardware devices.
Provide training and/or printed and online documentation for procedures and policies.
Provide periodic support for audio-visual enabled teaching and meeting spaces. Support may include technical assistance, hardware support and training for use of AV supported services (projection, teleconferencing, videoconferencing).
Maintain Trinity College of Arts & Sciences authentication and authorization systems necessary to allow access to departmental resources
Assist in the creation of budgets and long range planning to meet departmental and programmatic IT needs, including custom technologies for Mac, PC, and Linux OS as needed.
Oversee the use of departmental and lab computing funds to provide for departmental and lab IT needs and the development of departmental and lab IT infrastructure.
Coordinate with faculty PIs to determine strategies for purchasing, renewal, and support within separate areas, and suggest ideas for collaborative purchasing and maintenance when possible.
Act as a liaison to colleagues in other IT related groups across campus.
Consult with other IT staff members to stay informed on current and emerging technology projects and opportunities for collaboration and resource sharing.
Maintain current awareness of trends and issues relative to information technology and supported systems
Perform other related duties incidental to the work described herein.
BA/BS in a computer related field or an equivalent combination of relevant education and experience.
Working knowledge of Linux, Windows and the Macintosh operating systems. Good knowledge of end user applications and general knowledge of computer applications. Ability to manage projects, to set and meet deadlines and to adapt to new and changing situations and technologies.
Five or more years experience in first or second level desktop computer support
Must be able to lift 40 pounds and unpack, shelve and shift desktop computers and peripherals
Must be able to work in an environment in which exposure to materials containing dust and mold is possible
Frequent bending, crouching, stooping
Normal office environment
May require occasional evenings and weekends to facilitate major project completion
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