Job Title: DHTS DE VICE SUPPORT ANALYST
Job Code:< /strong> 3841
FLSA: E
Job Level: CD
Revised Date: 03/01/2017
Job Family: JF 08
DHTS:DukeHealth Technology Solutions is a robust, specialized d ivision of DukeUniversity Health System dedicated to the development and management ofenterprise IT systems. A 2018 ‘Most Wired’ health system, Duke is nationallyrecognized for IT and information management as the fi rsthealthcare system toachieve the Davies Award – highest honor by the H ealthcare Information andManagement Systems Society (HIMSS) – for inpati ent, ambulatory and analyticshealth information technology capabilities. Our employees are among thetop-skilled IT experts in the Triangle and p artner with leading scholars,clinicians, and researchers across Duke Uni versity and Duke Health to developinnovative technologies that support o urmission of delivering tomorrow'shealthcare today.
O ccupational Summary
The Device SupportAnalyst provide sremote and on-site support and maintenance for workstations,printers, a nd peripheral devices. The Device Support Analyst fields customerquestio ns and problems, and uses their technical knowledge to independentlyreso lve the issue, or partner with the appropriate Duke IT technical resourc eto identify the solution.
Work Performed
LEVEL 1:
Under directsupervi sion, provide accurate, timely, and effective solutions for end usercomp uter problems to ensure end user productivity.
Provid e timely responseto customers, in accordance with service level agreemen ts.
Research, resolve andrespond to incidents and req uests reported by customers regarding end userdevices, (e.g. workstation s, printers, peripheral devices, etc.) along withsome ancillary supportf or application issues. Use systems and diagnostic toolsto troubleshootis sues, either resolving the issue at hand or escalating to theappropriate technical expert.
Communicateissueseffectively tocu stomers, team members, technical experts and management.Maintain regular communication with all impacted groups until theproject/problem/taskis brought to resolution.
Respond to routinecustomerques tions about usability and functionalityof hardware and applications.Pro vide basic education and training to customers, as necessary.
Maintain accurateinformation and data regarding end-user issues within the tracking system.
Update asset managements ystem to correctly record the life cycle and status of desktop hardware, peripherals, and software.
Test and ensureapplication s are correctly installed and configured on workstations.
< span>Participate in teamprojects to enhance the technical infrastructure or improve the problemresolution process.
Maintain a ccurate documentationof all procedures regarding end user device support and operations.
Engage with customersand DHTS intern al resources to identify trends, training opportunities, andserviceimpro vement opportunities.
May participate in 24X7oncall r otation.
Assist and support theSecurity Officeand Dev ice Support leadership in monitoring andscanning forsecurity and risk. Ensure that the appropriate security measures are to takenin day-to-day work.
Remain well-informed ofall HIPAA, security, and privacy requirements. Responsible for reporting anycompliance breaches or concerns to the appropriate resource (management, ITSecurityOffice, C ompliance Office, Human Resources, etc.).
Perform oth er relatedduties incidental to the work described herein.
< span>LEVEL 2:
In addition to theduties described for the Level 1, the Level 2 will:
Assist in theidentific ation and evaluation of customer business problems that requirean ITsolu tion. Collaborate with IT partners to develop recommendationsforaddressi ng the problem.
Assist in the evaluationofnew applica tion requirements, providing technical feedback and onsiteassistance.
Consult with client areamanagement regarding PC equipme nt problems or malfunctions and recommendsolutions.
P erform selectiveactivities of desktop computing management including sof tware and hardwareconfiguration, testing, scheduling, installations, mov es, updates, upgrades,preventive maintenance, vendor returnsand asset ma nagement.
Respond to complexcustomer questions about usability and functionality of hardware andapplications. Provide advance d education and training to customers, asnecessary.
L EVEL 3:
In addition to theduties described for the Le vel 2, the Level 3 will:
May function asatechnical le ader, either as a subject matter expert with proficiency in definedarea( s) of the profession, or as a generalist, with a broad knowledge of alla spectsof the profession.
May functionas a teamleader , responsible for supporting management in day-to-day personnel oversigh tand workflow management activities.
Use advanced tec hnicalknowledge to troubleshoot problems, identify root cause, and bring problem toresolution.
Responsible foradministration of computer images, deployment, and standardization of centrallymanaged software applications and processes.
Manage departmen talprojects and initiatives, ensuring timely response/feedback to custom ers.
Provide second/thirdlevel end user PC support.
Coordinateconfiguration/installation and general troub leshooting of PC hardware andsoftware.
Implements har dware andsoftware testing.
Directs endusertraining an d documentation.
Provides status reports,problem summ aries, and project status as required.
Oversee select iveactivities of desktop computing management includingsoftware and hard wareconfiguration, testing, scheduling, installations,moves, updates, up grades,preventive maintenance, vendor returns, and asset management.
Monitor and scan forsecurity vulnerabilities and risk in order to minimize threat to the networkenterprise infrastructure for bo th operating systems and standard applications.
Assis t in evaluating newrequirements and recommend new processes and standard s as appropriate. Assistin defining standards, guidelines, best practice s,and metrics.
Design and executeproject plans, defi ne job scope, and work with the business owners and projectmanagers in t he implementation and deployment of assignedprojects.
Facilitate team projectsto enhance the technical infrastructure or imp rove the quality or efficiency ofthe problem resolution process.< /p>
Build and deploysoftware distribution packages for designate d applications.
Upgrade and/or updatesoftware to late st version.
Train technical supportpersonnel in the u se and support of new products and systems.
R equired Qualifications at this Level
Ed ucation/Training:
Associate'sdegree ina related field, or two years of equivalent technical experience required.
LICENSURE/CERTIFICATION:
Must have a current N.C. driver's license.
Experience:
Level 1 - No experience required beyondthe minimum education (or equivalency) requirement.
Level 2 -Two years o f IT experience required, to include one year in an IT-related device s upport environment.
Level3 - Four years of IT exp erience required, to include one year in an IT-related device support e nvironment.
Skills:
LEVEL 1:
Basic technical knowledge andcomputer skills, in order to support Win dows platforms, Mac platforms,Windows applications and mobile computing devices.
Knowledge of networking fundamentals.
Strong customer service and interpersonal skills, inc luding telephone etiquette.
Strong oral and written communication skills aswell as technical documentation skills.
Strong problemsolving skills.
Strong time management skills.
Ability to usedevice stand ards and follow guidelines, as well as help others interpret policy.
Must beable to lift 50 pounds or more.
< p>May be required todrive personal vehicle to conduct Duke busine ss/deliver and install computer equipment.LEVEL 2:
Inaddition to the KSAs described for the Level 1, the Level 2 will demonstrate:
Advanced technical k nowledge and computer skills, in order to support Windows platforms, Ma c platforms, Windows applications and mobile computing devices.< /p>
Advanced customer service and interpersonal skills, inclu ding telephone etiquette.
Advanced oral and written communication skills as well as technical documentation skills.
Advancedproblem solving skills.
Adva nced time management skills.
LEVEL 3:
< p>In addition tothe KSAs described for the Level 2, the Level 3 w ill demonstrate:Advanced understanding networking fundamentals.
Advanced understanding and knowledg e of workstation remote management and software distribution.
Advance knowledge of imaging, patch management, scripting/au tomation, and softwarepackaging technologies and processes.
In-depth knowledge and understanding of desktop operating sys tems methodologies (file system, registry, services, etc.) as well as s ystem tools and remote desktop support.
Basic knowl edge of project management.
Ability to work effect ively with customersat all levels as well as with outside vendors and c ontractors.
Strong interpersonal and organizationa l skills, includingthe ability to meet deadlines, follow written polici es and procedures,and maintain superior customer service at all times w ith all users.
The intent of this jobdescription is to provide a representa tive and level ofthe types of duties andresponsibilities that will be re quired of positions given this title and shallnot be construed as a decl aration of the total of the specific duties andresponsibilities of any p articular position. Employees may be directed toperform job-related task s other than those specifically presented in thisdescription.
Duke University is anAffirmative Action /Equal Opportunity Employer committed to providing employmentopportunity 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 tocreate acommunity built on collaboration, innovation, c reativity, and belonging. Ourcollective success depends on the robust ex change of ideas-an exchange that isbest when the rich diversity of our p erspectives, backgrounds, and experiencesflourishes. To achieve this exc hange, it is essential that all members of thecommunity feel secure and welcome, that the contributions of all individualsare respected, and tha t all voices areheard. All members of our community havea responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at DukeUniversity and Duke University Health System may include es sential jobfunctions that require specific physical and/or mental abilit ies. Additionalinformation and provision for requests for reasonable acc ommodation willbeprovided by each hiring department.
< br/>Minimum Qualifications
Education
Associate's degree in a related field, or two years of equivalent technical experience required. LICENSURE/CERTIFICATION: Must have a current N.C. driver's license.
Experience
Level 1 - No experience required beyond the minimum education (or equivalency) requirement. Level 2 - Two years of IT experience required, to include one year in an IT-related device support environment. Level 3 - Four years of IT experience required, to include one year in an IT-related device support environment.
Degrees, Licensures, Certifications
N/A
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.
