The Computing Services Support Analyst provides technical support for desktop computers, specialized computers and equipment, audio/visual equipment, printers, and virtual desktop systems used by the staff and patrons of Duke University Libraries, including remote facilities. S/He provides end users and departmental technology support staff with direct technical support in diagnosing and resolving problems with computer hardware, software, and network components. At the direction of the Section Head of Computing Services and in collaboration with team members, s/he will assist in planning new technology installations through imaging from centralized management and security software, collaborate on implementing shared services, and communicate with end users to create efficient workflows and solutions for their technology needs. 

Responsibilities

  • Desktop support (Mac and Windows) for end users: Provides specialized technical support for the hardware and software supporting Perkins, Bostock, and Rubenstein libraries, East Campus libraries, and remote facilities;
  • Provides technical assistance, trains end users, and develop help documentation for department and Library staff.
  • Software Maintenance: Installs, upgrades, troubleshoots and maintains software applications on end user desktops, primarily through automated centralized management software, like SCCM, Casper, BigFix, Envisionware, Deep Freeze, and Docker.
  • Hardware Maintenance: Installs, upgrades, troubleshoots and maintains computer hardware for desktop computers, printers, and other peripheral devices as needed. Performs regular preventative maintenance on equipment as appropriate.
  • Specialized Computing Maintenance: Provide desktop administration for lab, digital content, and digital production spaces. Assist end users and library support staff in diagnosing and resolving network, desktop, and other user problems.  Receives reports from library staff regarding hardware, software, and network problems, diagnoses the problem, advises staff on measures to be taken, implements corrective configuration changes, and performs or arranges for repairs. Develop routine maintenance schedules with staff at those locations.
  • Evaluates and tests new software and its applicability to library operations. Tests, evaluates and recommends new hardware at the direction of supervisor, department head, or Director, ITS.
  • Provides A/V support for programs taking place in the Library, including East Campus libraries and remote facilities; assists end-users with assistance as needed.
  • Implements system configurations using tools such as Active Directory, Group Policy, package building, and scripting.
  • Other duties as assigned.

Supervisory Responsibilities

  • None

Qualifications

It is the expectation that all Duke University Libraries staff members will demonstrate exceptional workplace behaviors in the execution of their specific position responsibilities. These behaviors are customer focus, collaboration, creative problem solving, continuous learning and a commitment to diversity.

Education:

Required: Two year post-secondary education in a computer science or related field equivalent education and experience.

Preferred: Bachelor’s degree

Experience:

Required:

  • One to three years of experience or formal training in the installation and support of microcomputers and related components in a networked environment;
  • Experience support Windows and Macintosh computer hardware and software;
  • Possesses strong service orientation;
  • Ability to work independently and as a member of a team;
  • Ability to organize and maintain accurate records;
  • Excellent interpersonal and communication skills;
  • Ability to work effectively with a wide range of constituencies in a diverse community and rapidly changing technical environment;
  • Ability to analyze and solve problems and to prioritize, plan and organize work with minimum supervision;
  • Valid NC driver’s license.

Preferred:

  • Working knowledge supporting audiovisual equipment and services;
  • Experience or working knowledge of SCCM, Casper, BigFix, Deep Freeze or other desktop management software;
  • Prior experience supporting IT in an academic research library.

Working Conditions

  • Must be able to lift 30 pounds and unpack, shelve and deploy equipment
  • Must be able to work in an environment in which exposure to materials containing dust and mold is possible
  • Frequent bending, crouching, stooping
  • Must be able to work without close supervision

These statements are intended to describe the general nature and level of work being performed by the employee in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of a person in this position.

Salary and Benefits

Salary dependent on qualifications and experience. Comprehensive benefits package includes 15 days vacation, 13 holidays, 12 days sick leave; health, dental, disability and life insurance and support for professional development and training.

Environment

Since its founding in 1924, Duke University has grown into one of the most prestigious private universities in the world and its medical center ranks annually among the top in the nation. The Duke University Libraries are the shared center of the university's intellectual life, connecting people and ideas. The Libraries consist of the Perkins Library, Bostock Library, Rubenstein Rare Book and Manuscript Library, Lilly Library, and Music Library, and the library at the Duke Marine Laboratory in Beaufort. Duke's library holdings of 6.2 million volumes are among the largest of private universities in the United States. 

Duke is a diverse community committed to the principles of excellence, fairness, and respect for all people. As part of this commitment, we actively value diversity in our workplace and learning environments as we seek to take advantage of the rich backgrounds and abilities of everyone. We believe that when we understand, celebrate, and tap into our uniqueness to creatively solve problems and address shared goals, our possibilities are limitless. Duke University Libraries value diversity of thought, perspective, experience, and background and are actively committed to a culture of inclusion and respect.              

Duke's hometown is Durham, North Carolina, a city with vibrant research, medical and arts communities, and numerous shops, restaurants and theaters. Durham is located in the Research Triangle, a growing metropolitan area of more than one million people that provides a wide range of cultural, recreational and educational opportunities. The Triangle is conveniently located just a few hours from the mountains and the coast, offers a moderate climate, and has been ranked among the best places to live and to do business.

Duke offers a comprehensive benefit package which includes both traditional benefits such as health insurance, leave time and retirement, as well as wide ranging work/life and cultural benefits. Details can be found at:  http://www.hr.duke.edu/benefits/index.php.

Application

An electronic resume, cover letter, and list of 3 references should be submitted at https://careers.duke.edu/.  Search for requisition ID # 5773.  Review of applications will begin immediately and will continue until the position is filled.          

Applications which are missing any of the components listed above will not be reviewed. 

Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual’s age, color, disability, genetic information, gender, gender identity, national origin, race, religion, sexual orientation, or veteran status. The Duke University Libraries have a strong commitment to Affirmative Action and is actively seeking to increase the racial and ethnic diversity of our staff.