Device Support Analyst II
Device Support Analyst II
The Device Support Analyst II 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.
Duties and Responsibilities of this Level
- 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 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.
- May 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 to 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.).
- Perform other related duties incidental to the work described herein.
In addition to the duties described for the Level 1, the Level 2 will:
- Assist 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.
- Assist in the evaluation of new application requirements, providing technical feedback and onsite assistance.
- Consult with client area management regarding PC equipment problems or malfunctions and recommend solutions.
- Perform selective activities of desktop computing management including software and hardware configuration, testing, scheduling, installations, moves, updates, upgrades, preventive maintenance, vendor returns and asset management.
- Respond to complex customer questions about usability and functionality of hardware and applications. Provide advanced education and training to customers, as necessary.
Required Qualifications at this Level
Associate’s degree in a related field, or two years of equivalent technical experience required.
Level 1- One year of IT experience required.
Level 2- Three years of IT experience required, to include one year in an IT-related device support environment.
Degrees, Licensure, and/or Certification:
Must have a current N.C. driver’s license
Knowledge, Skills, and Abilities:
- Basic technical knowledge and computer skills, in order to support Windows platforms, Mac platforms, Windows applications and mobile computing devices.
- Knowledge of networking fundamentals
- Strong customer service and interpersonal skills, including telephone etiquette
- Strong oral and written communication skills as well as technical documentation skills
- Strong problem solving skills
- Strong time management skills
- Ability to use device standards and follow guidelines, as well as help others interpret policy
- Must be able to lift 50 pounds or more
- May be required to drive personal vehicle to conduct Duke business/deliver and install computer equipment
In addition to the KSAs described for the Level 1, the Level 2 will demonstrate:
- Advanced technical knowledge and computer skills, in order to support Windows platforms, Mac platforms, Windows applications and mobile computing devices.
- Advanced customer service and interpersonal skills, including telephone etiquette
- Advanced oral and written communication skills as well as technical documentation skills
- Advanced problem solving skills
- Advanced time management skills