{"id":4133749,"url":"https://alion.io/job/duke-health-device-support-analyst","title":"Device Support Analyst","company":{"id":14457,"name":"Duke Health","domain":"dukehealth.org","url":"https://alion.io/company/duke-health","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":22,"ghost_share":0,"stale_share":0.136,"repost_share":0.045,"time_to_fill_p50_days":21,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Durham, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-12T03:16:47Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-12T03:18:38Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nAbout Duke Health Technology Solutions\nPursue 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.\nGeneral Description of the Job Class\nThe 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 problems, and uses their technical knowledge to independently resolve the issue, or partner with the appropriate Duke IT technical resource to identify the solution.\nDuties and Responsibilities of this Level\nLevel 1\nUnder direct supervision, provide accurate, timely, and effective solutions for end user computer problems to ensure end user productivity.\nProvide timely response to customers, in accordance with service level agreements.\nResearch, 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.\nCommunicate 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.\nRespond to routine customer questions about usability and functionality of hardware and applications. Provide basic education and training to customers, as necessary.\nMaintain accurate information and data regarding end-user issues within the tracking system.\nUpdate asset management system to correctly record the life cycle and status of desktop hardware, peripherals, and software.\nTest and ensure applications are correctly installed and configured on workstations.\nParticipate in team projects to enhance the technical infrastructure or improve the problem resolution process.\nMaintain accurate documentation of all procedures regarding end user device support and operations.\nEngage with customers and DHTS internal resources to identify trends, training opportunities, and service improvement opportunities.\nMay participate in 24X7 on call rotation.\nAssist and support the Security Office and Device Support leadership in monitoring and scanning for security and risk. Ensure that the appropriate security measures are to taken in day-to-day work.\nRemain 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.).\nPerform other related duties incidental to the work described herein.\nLevel 2- In addition to the duties described for the Level 1, the Level 2 will:\nAssist in the identification and evaluation of customer business problems that require an IT solution. Collaborate with IT partners to develop recommendations for addressing the problem.\nAssist in the evaluation of new application requirements, providing technical feedback and onsite assistance.\nConsult with client area management regarding PC equipment problems or malfunctions and recommend solutions.\nPerform selective activities of desktop computing management including software and hardware configuration, testing, scheduling, installations, moves, updates, upgrades, preventive maintenance, vendor returns and asset management.\nRespond to complex customer questions about usability and functionality of hardware and applications. Provide advanced education and training to customers, as necessary.\nLevel 3- In addition to the duties described for the Level 2, the Level 3 will:\nMay function as a technical leader, either as a subject matter expert with proficiency in defined area(s) of the profession, or as a generalist, with a broad knowledge of all aspects of the profession.\nMay function as a team leader, responsible for supporting management in day-to-day personnel oversight and workflow management activities.\nUse advanced technical knowledge to troubleshoot problems, identify root cause, and bring problem to resolution.\nResponsible for administration of computer images, deployment, and standardization of centrally managed software applications and processes.\nManage departmental projects and initiatives, ensuring timely response/feedback to customers.\nProvide second/third level end user PC support.\nCoordinate configuration/installation and general troubleshooting of PC hardware and software.\nImplements hardware and software testing.\nDirects end user training and documentation.\nProvides status reports, problem summaries, and project status as required.\nOversee selective activities of desktop computing management including software and hardware configuration, testing, scheduling, installations, moves, updates, upgrades, preventive maintenance, vendor returns, and asset management.\nMonitor and scan for security vulnerabilities and risk in order to minimize threat to the network enterprise infrastructure for both operating systems and standard applications.\nAssist in evaluating new requirements and recommend new processes and standards as appropriate. Assist in defining standards, guidelines, best practices, and metrics.\nDesign and execute project plans, define job scope, and work with the business owners and project managers in the implementation and deployment of assigned projects.\nFacilitate team projects to enhance the technical infrastructure or improve the quality or efficiency of the problem resolution process.\nBuild and deploy software distribution packages for designated applications.\nUpgrade and/or update software to latest version.\nTrain technical support personnel in the use and support of new products and systems.\nRequired Qualifications at this Level\nEducation:\nAssociate’s degree in a related field, or two years of equivalent technical experience required.\nExperience:\nLevel 1- One year of IT experience required.\nLevel 2- Three years of IT experience required, to include one year in an IT-related device support environment.\nLevel 3- Five years of IT experience required, to include one year in an IT-related device support environment.\nDegrees, Licensure, and/or Certification:\nMust have a current N.C. driver’s license\nKnowledge, Skills, and Abilities:\nLevel 1-\nBasic technical knowledge and computer skills, in order to support Windows platforms, Mac platforms, Windows applications and mobile computing devices.\nKnowledge of networking fundamentals\nStrong customer service and interpersonal skills, including telephone etiquette\nStrong oral and written communication skills as well as technical documentation skills\nStrong problem solving skills\nStrong time management skills\nAbility to use device standards and follow guidelines, as well as help others interpret policy\nMust be able to lift 50 pounds or more\nMay be required to drive personal vehicle to conduct Duke business/deliver and install computer equipment\nLevel 2- In addition to the KSAs described for the Level 1, the Level 2 will demonstrate:\nAdvanced technical knowledge and computer skills, in order to support Windows platforms, Mac platforms, Windows applications and mobile computing devices.\nAdvanced customer service and interpersonal skills, including telephone etiquette\nAdvanced oral and written communication skills as well as technical documentation skills\nAdvanced problem solving skills\nAdvanced time management skills\nLevel 3- In addition to the KSAs described for the Level 2, the Level 3 will demonstrate:\nAdvanced understanding networking fundamentals.\nAdvanced understanding and knowledge of workstation remote management and software distribution\nAdvance knowledge of imaging, patch management, scripting/automation, and software packaging technologies and processes\nIn-depth knowledge and understanding of desktop operating systems methodologies (file system, registry, services, etc.) as well as system tools and remote desktop support\nBasic knowledge of project management\nAbility to work effectively with customers at all levels as well as with outside vendors and contractors\nStrong interpersonal and organizational skills, including the ability to meet deadlines, follow written policies and procedures, and maintain superior customer service at all times with all users\nThe intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.\nDuke is an 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 (including pregnancy and pregnancy related conditions), sexual orientation or military status.\nDuke 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.\nEssential Physical Job Functions: \nCertain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. 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