What are the responsibilities and job description for the Device Support Analyst - Level 1 position at Duke University?
At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.
About Duke Health Technology Solutions
Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence - and pairing them with a forward-thinking approach - Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.
General Description of the Job Class
The Device Support Analyst provides remote and on-site support and maintenance for workstations, printers, and peripheral devices. The Device Support Analyst fields customer questions and issues, uses their technical knowledge to independently resolve the issue, or partners with the appropriate Duke IT technical resource to identify the solution.
Duties and Responsibilities of this Level at a minimum
Level 1
- Under direct supervision, provide accurate, timely, and effective solutions for end user computer problems to ensure end user productivity.
- Provide timely response to customers, in accordance with service level agreements.
- Research, resolve and respond to incidents and requests reported by customers regarding end user devices, (e.g. workstations, printers, peripheral devices, etc.) along with some ancillary support for application issues. Use systems and diagnostic tools to troubleshoot issues, either resolving the issue at hand or escalating to the appropriate technical expert.
- Communicate issues effectively to customers, team members, technical experts and management. Maintain regular communication with all impacted groups until the project / problem / task is brought to resolution.
- Respond to routine customer questions about usability and functionality of hardware and applications. Provide basic education and training to customers, as necessary.
- Maintain accurate information and data regarding end-user issues within the tracking system.
- Update and maintain the integrity of the Asset management system to correctly record the life cycle and status of desktop hardware, peripherals, and software.
- Test and ensure applications are correctly installed and configured on workstations.
- Participate in team projects to enhance the technical infrastructure or improve the problem resolution process.
- Maintain accurate documentation of all procedures regarding end user device support and operations.
- Engage with customers and DHTS internal resources to identify trends, training opportunities, and service improvement opportunities.
- Participate in 24X7 on call rotation.
- Assist and support the Security Office and Device Support Leadership in monitoring and scanning for security and risk. Ensure that the appropriate security measures are taken in day-to-day work.
- Remain well-informed of all HIPAA, security, and privacy requirements. Responsible for reporting any compliance breaches or concerns to the appropriate resource (management, IT Security Office, Compliance Office, Human Resources, etc.).
- Submit at least 1 efficiency improvement during level 1 tenure that will provide enhancement to either our customer experience or analyst experience, or both.
- Perform other related duties incidental to the work described herein.
Level 2- In addition to the duties described for the Level 1, the Level 2 will, at a minimum :
Level 3- In addition to the duties described for the Level 2, the Level 3 will, at a minimum :
Behaviors / Soft Competencies :
Advancement to the level 3 or above requires employee, at a minimum, successfully attain the following :
The following measures can help create a fair and comprehensive evaluation process for promotions, ensuring that the most deserving employees are recognized and given opportunities to advance.
Required Qualifications at this Level
Education : Associate's degree in a related field, or two years of equivalent technical experience required.
Experience : Level 1- One year of IT experience required
Level 2- Three years of IT experience required in a device support healthcare environment
Level 3- Five years of IT experience required in a device support healthcare environment
Degrees, Licensure, and / or Certification :
Must have a valid driver's license
Duke is an Affirmative Action / Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions : Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and / or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
