Duke University:
Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.
OCCUPATIONAL SUMMARY
The Manager of Desktop Support Services is responsible for supporting all aspects of desktop level computing in the School of Public Policy. The Manager of Desktop Support Services is responsible for the management of the Public Policy Help Desk, purchasing of desktop level hardware, software, and peripheral devices. The Manager of Desktop Support Services provides a high level of support for the IT lifecycle of members of the Sanford School. The Manager of Desktop Support Services is a member of the Public Policy Computing Team, manages the Sanford School of Public Policy Computer Technicians, and reports to the Sanford School of Public Policy Director of IT and Facilities.
WORK PERFORMED
A detailed description of functional areas and tasks follows:
- Purchase, install, configure, and maintain hardware, software, and network connectivity for departmental Macs and PCs
- Insure that all Sanford computers are enrolled in and patched via one of the Duke University run patch management services
- Purchase, install components for upgrades and repairs
- Purchase, install and maintain printers, scanners, and other peripherals
- Configure and provide support for departmental handheld devices connecting to Duke University scheduling and email services
- Provide first and second level troubleshooting of hardware, software and network problems
- Check Support@Duke for help requests, and submit and manage tickets for help requests not originally made via Support@Duke
- Be familiar with the Faculty, Staff, and Students of the Sanford School of Public Policy, how they use computers, what equipment, and software they have. Use this information to be pro-active with customizations and suggestions for new capabilities and ideas that may be useful to them
- Maintain an inventory database and accurate records of maintenance and repairs done on individual computers
- Assist the Sanford Director of IT and Facilities to manage school-wide IT changes. Examples include software migration projects (email, virus protection, shared mailboxes, online classroom management software), sensitive data project, and server/domain migrations.
- Register all devices with wired network connections in Proteus for IP address management
- Manage use of software used by faculty for student testing, i.e. Electronic BlueBook
- Assist in the creation of budgets and long range planning to meet school IT needs
- Assist in the use of school computing funds to provide for school IT needs and the development of IT infrastructure
- Make recommendations on hardware and software purchases
- Maintain the IT section of the Sanford Intranet site to provide easy access to online documentation for procedures and policies
- Provide IT consultation, onboarding, and orientation for new Sanford staff and faculty
- Contact incoming new hires to determine IT needs
- Purchase needed equipment or repurpose existing equipment
- IT Exit interviews of departing staff and faculty
- Provide Information Technology environment orientation classes for graduate students and visiting fellows
- Provide training for commonly-used software applications, and refer users to other Duke University training resources
- Maintain Sanford School of Public Policy authorization systems necessary to allow access to departmental resources
Perform other related duties incidental to the work described herein.
EDUCATION/TRAINING
BA/BS in a computer related field or an equivalent combination of relevant education and experience.
EXPERIENCE
One year experience in first or second level desktop computer support.
One year helpdesk management experience.
One year purchasing and budgeting experience in an IT related field.
Working Conditions:
- Must be able to lift 40 pounds and unpack, shelve and shift desktop computers and peripherals
- Must be able to work in an environment in which exposure to materials containing dust and mold is possible
- Frequent bending, crouching, stooping
- Normal office environment
***May require occasional evenings and weekends to facilitate major project completion***
MINIMUM QUALIFICATIONS
Education
See Job Description
Experience
See Job Description
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.