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Job Title: Analyst IT,Sr. (Technical Lead- Infrastructure Support)
Primary role:
This position reports to the Sr. Director of OASIS Computing Team who is primarily responsible for the operational management of OASIS Computing Team in this organization. The Infrastructure Support analyst provides tertiary support level and project task assignments, in the support and maintenance of the OASIS Computing device support function and maintains liaison between Senior Technical Administrators and Team Leads. Lead will work under the supervision of Senior Director.
The Academic Support team has the day-to-day responsibilities for configuring, implementing, and supporting approximately 8000 workstations and 7000 customers throughout Duke School of Medicine departments, institutes and centers. The Infrastructure Support Lead will be responsible for hands-on implementation of project tasks, perform liaison activities with new and existing customers to meet business demand. Infrastructure Support Lead will be first escalation point for OASIS Team Leads, who provide directive and supervision of OASIS Device Support Analysts.
Essential tasks/responsibilities:
- Coordinate and track project assignments for each Team Lead
- Understanding and support of Active Directory GPO and Policies
- Work with OASIS leadership team to develop a technical strategic vision
- Respond to technical needs related to the day-to-day staff activities and assignments as well as all OASIS Computing functions
- Maintain hands on knowledge and active involvement in the group's technical projects, tasks and activities
- Provide staff project progress and report status and metrics to OASIS Leadership
- Evaluate requests for service and prioritize and assign resources in order to maximize customer satisfaction
- Team Lead training and daily function guidance
- Participate in other project planning efforts as they relate to OASIS Computing initiatives, including project management on key efforts
- Provide input during forecasting of operating budgets
- Provide input on personnel technical performance
- Implement workstation automation efforts
- Manage collection of accurate inventories of all hardware
- Maintain accurate documentation of all procedures regarding end user device support and operations
- Track and perform trend analysis on incoming support calls, and recommend actions based on the identified trends
- Website content management
- Perform other related duties incidental to the work described herein
Education/training
Required: BA/BS degree or equivalent relevant technical training or experience
Experience Required:
- Prior project management/team leadership
- 3 - 5 years of related customer support experience (focusing on technologies currently in use in our environment)
- Excellent computer support skills, including OSX and Windows Win7/10 client experience and a good understanding of workstation and file server operations, maintenance, and repair.
- Local area networking and communication fundamentals, including Windows 2012/2008 server, Microsoft Active Directory, Citrix environment, database basic troubleshooting, not limited to server base connectivity issues.
- Requires understanding and basic knowledge of workstation remote management and software distribution.
- LAN management or programming experience focused on the installation, operation, and maintenance of Windows based workstations and/or file servers and attached peripherals, not excluding profile administration under Microsoft Active Directory.
- Smartphone customer and device support, not limited to vendor contact and detailed MS Outlook troubleshooting.
- Functional experience with remote application deployment and patch management using tools such as BigFix and Casper
Experience
Preferred: Duke SoM experience/Technical Leadership experience
Special competencies/credentials
Required:
- Good analytical skills, ability to work well with others, handle multiple and simultaneous assignments, and work independently.
- Strong business skills with an attention to end user and customer satisfaction.
- Excellent interpersonal/team building and organization/time management skills, strong customer service focus, and positive personal behavior characteristics.
- Excellent oral and written communication skills with a customer service focus.
- Excellent technical documentation skills.
Preferred:
Service Now Incident Mgmt/Asset Mgmt
ITIL
Academic environment and/or Duke experience
SixSigma
CISSP
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.
