IT Analyst, AUDS

Duke University's Office of Information Technology (OIT) is seeking an OIT-AUDS IT Analyst to join the Academic, User & Device Support (AUDS) East Campus team. Reporting to the IT Manager, this role provides hands-on, high-quality technical computing support to faculty, staff, researchers, and administrators across the University.

This position is ideal for someone who enjoys troubleshooting complex issues, working directly with customers, and supporting critical academic and research environments. You will play an important role in delivering dependable, secure, and innovative IT services that support Duke's mission., * Provide all levels of device support for Windows 11 and MacOS configurations. Remain dedicated until a solution is identified and implemented to the customer's satisfaction.

• Contribute to the system administration of Windows Servers, encompassing file system management and Active Directory operations
• Perform hardware and software Installation, upgrades, and configuration according to documented procedures
• Track problems, diagnose issues until a solution is identified, and implemented to the customer's satisfaction.
• Provide support for audio-visual enabled teaching and meeting spaces, including technical assistance, hardware support, and training on AV-supported services.
• Perform proactive endpoint maintenance to ensure optimal system performance and minimize downtime
• Develop and maintain proficiency in emerging Artificial Intelligence (AI) tools and workflows to enhance device support, documentation, and service delivery; assist in evaluating, implementing, and supporting AI-driven solutions that improve productivity and customer experience.
• Provide consultation to faculty, staff, and researchers for hardware and software acquisitions while coordinating implementation in office, classroom, and research laboratory settings. Provide appropriate budget projections as needed, using standard and customized configurations.
• Create and maintain centralized documentation on supported systems and services.
• Ensure endpoint and data compliance with policies and best practices set by the IT Security Office.
• Train customers and peers, as needed, in the effective use of supported hardware and software.
• Actively participate in the University's technical user groups.
• Coordinate equipment pickups for disposal/recycling.
• Participate in 24/7 on-call rotation.
• Perform other duties as assigned.

• Associate degree in Computer Science or a related field, or an equivalent combination of education and experience

• Minimum of two years of operational and technical experience in a medium to large-scale client/server environment

• At least two years of experience providing device support for Windows 11 and macOS, including hardware and business applications

• Strong problem-solving skills with the ability to own issues through resolution

• Excellent customer service and communication skills

• Valid driver's license, clean driving record, and a smartphone capable of receiving on-call notifications, * At least one year of hands-on experience installing, configuring, and maintaining Windows Server 2022/2025

• Demonstrated experience supporting audio-visual environments, including control systems, projection/display technologies, conferencing platforms, and integrated classroom technologies.

• Knowledge of Microsoft Active Directory and Windows Group Policy

• Experience with endpoint management tools such as SCCM and Jamf Pro

• Demonstrated experience supporting audio-visual environments, including conferencing platforms and integrated classroom technologies

• Working knowledge of Linux operating systems

• Experience in virtual server hosting environments

• Familiarity with IT service management tools such as ServiceNow

• Experience working in an academic environment

• Some coding or scripting experience

Duke University is committed to fostering a diverse, inclusive, and innovative work environment. OIT plays a critical role in supporting Duke's academic, research, and administrative missions through reliable and forward-thinking technology services. Employees benefit from competitive pay, strong benefits, professional development opportunities, and the chance to make a meaningful impact on the Duke community.