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Production Support Analyst - Duke Health Technology Solutions - Durham - Thurs-Sun Third Shift

Regular Full Time Durham, North Carolina
Requisition Number: 152796


Duke Health Technology Solutions is a robust, specialized division of Duke University Health System dedicated to the development and management of enterprise IT systems.

A 2018 ‘Most Wired’ health system, Duke is nationally recognized for IT and information management as the first healthcare system to achieve the Davies Award – highest honor by the Healthcare Information and Management Systems Society (HIMSS) – for inpatient, ambulatory and analytics health information technology capabilities. Our employees are among the top-skilled IT experts in the Triangle and partner with leading scholars, clinicians, and researchers across Duke University and Duke Health to develop innovative technologies that support our mission of delivering tomorrow's healthcare today.

Job Description

A Storage and Backup Analyst within Duke Health Technology Solutions (DHTS) Production Support Team is responsible for the care and feeding of all storage and backup technologies utilized within the Duke University Health System. The incumbent will work within the Production Support team to ensure availability and service delivery for all remote Duke Medicine facilities, including the management of all backup environment and storage environments.

Working hours for this position are four (4) 10-hour days on 3rd shift.

  • Thursday: 10PM – Friday 8AM

  • Friday: 10PM – Saturday 8AM

  • Saturday: 10PM – Sunday 8AM

  • Sunday: 10PM – Monday 8AM

Essential Tasks/Responsibilities

  • Participate in an operational shift using Service Now tickets, e-mail and phone support to respond professionally and courteously to our customer base to quickly resolve all storage and backup (and related) issues. 

  • Provide technical support to customers and other technical SMEs utilizing their knowledge of storage and backup systems to quickly solve issues. Provide technical leadership for storage and backup escalation and resolution. 

  • Seek opportunities to enhance organizational operational cohesiveness with all members of the division and DHTS. 

  • Maintain documentation and procedures to ensure adherence to institutional, state and federal policies and regulations. 

  • Implement, maintain, upgrade, and patch systems to be compliant with Duke Medicine security policies and standards regarding protection from external and internal security attacks. 

  • Research and remediate generic and system-specific vulnerabilities.

  • Perform other related duties incidental to the work described herein. Including basic Windows and LINUX administration for the entire Duke Health Computing Footprint

Minimum Requirements


  • Minimum of 3 years functional and operational experience in the areas of: 

    • EMC Networker

    • Isilon

    • DataDomain

    • Data Protection Advisior

    • VIPR SRM


  • Demonstrated ability to manage multiple tasks, performed by a diverse group of professionals

  • Requires Ability to lift up to 50 pounds 

  • Excellent interpersonal skills and strong abilities to develop and enhance relationships with team members, other technical staff, customers and internal groups 

  • Excellent communication skills in both written and verbal forms 

  • Excellent judgment and decision-making skills 

  • Excellent analytical abilities and innovative problem-solving skills Relevant Network



  • Requires North Carolina valid driver's license 

Preferred Qualifications

  • Service Now Experience

  • ITIL V3 Foundations Certified

  • Familiarly with Azure and AWS


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.

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