Primary role: andExperienceEducation/trainingEssen tial tasks/responsibilities:Required:Preferred:Preferred:Preferred:##Spe cial competencies/credentialsprocesses. and/orThe SOC Service Desk An alyst is responsible for the 24 x 7 coverage oftheDuke Health ServiceDes k. Receives and triages all incoming support calls, logs allrequests for service, system issuesand subsequent resolutions in the Service Desk da tabase. Serves asprimary contact for system-related end-user questionsand issues. Responds to service requestsfrom end users relating tosoftw are, hardware, application, and network issues, includingresetting user passwords. The SOCService Desk Analyst will provide IT technical and app lication supportto the Duke Healthcommunity. The SOC Service Desk Analys t is responsible for respondingto incidents andrequests from sources inc luding phone, chat, web submit and email. SOCService Desk Analystworks c losely with the Operations Center Analyst to determine rootcause, escalation and triageaccordingly.The SOC Service Desk Analyst requires custome r service, technicalacumen, excellentcommunication skills, troubleshooti ng skills, and the ability tofacilitate and respond to issues bothisolat ed and widespread. They need to quickly determine patterns,potential roo t cause, businessimpact and resolve or escalate issues as quickly as pos sible to ensurepatient care is not impacted.# Participate in technical e scalation of IT issues, collaborating withboth application andoperationa l teams through systems analysis, diagnosis,trouble-shooting, performanc e analysisand resolution.# Partner with the Operations Center Analyst wi th the monitoring andtroubleshooting ofall Service Operations Center mon itored services, includingInfrastructure, Networks, applicationsand web services to determine incident impacts.# Perform triage and remediation of detected issues.# Respond to Service Now ticket and phone queue for D uke Health ServiceDesk enduser requests and incident.# Participate in setting the tone for the group to provide themotivation that keeps theteam moving forward to accomplish goals.# Ensures processes (incident, reque st and event) processes are beingexecutedcorrectly and with quality.# Ab ility to resolve or escalate outagesthrough advanced analysis andtroubl eshootingwith minimum supervision# Adheres to a Code of EthicsRequired: Bachelor's degree in a related field, or four years ofequivalenttechnica l experience required.Required: No experiencerequired beyond the minimum education (orequivalency) requirement.# Strong technical and business a cumen. Solid knowledge of Service Desktechnologyand business processes.# Ability to work across teams to drive common outcomes.# Experience work ing with key technology teams and Service Desk tools# Ability to work in a high-pressure environment while balancingensuring operational# Very d etailed # excellent documenter.# Customer service oriented.# Demonstrate d experience with access control systems such as ActiveDirectory andVirt ual Private Network (VPN)# Strong interpersonal and communication skills (verbal and writtenwith both technicaland non-technical staff),# Abilit y to multi-task and balance workload based on daily priorities# Abilityt o adjust workload and outcomes based onchanging prioritiesoperational i nterruptions# Ability to stay calm in times of crisis management# Self-m otivated, goal-oriented and team player# Successful candidates will poss ess a solid understanding ofinformation technologyand Service Desk best practices# Able to handle work pressure while remaining detail oriented# Ability to takeownership and drive initiatives with minimalsupervision# Good listener and communicator# Service Now experience a plus# ITIL V3 Foundations Certification preferred# HDI certification preferred
Minimum Qualifications
Education
Bachelor's degree in a related field, or four years of equivalent technical experience required.
Experience
Level 1 - No experience required beyond the minimum education (or equivalency) requirement. Level 2 - Two years of related experience is required. Level 3 - Four years of related experience is required.
Degrees, Licensures, Certifications
VMWare,Microsoft Server, Red-Hat Linux, and/or AIX certification(s) preferred A+, Security+, and or Network+ certification(s) preferred CCNA or CCENT certification preferred Epic or other related clinical application certification(s) preferred ITIL v3 Foundations preferred
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.