Robesonia, Pennsylvania
Dixon, Illinois
Anchorage, Alaska, Alaska
Posted: 16-Jan-25
Location: Durham, North Carolina
Categories:
Internal Number: 253244
At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.
About Duke Health Technology Solutions
Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence - and pairing them with a forward-thinking approach - Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.
General Description of the Job Class
The Device Support Analyst provides remote and on-site support and maintenance for workstations, printers, and peripheral devices. The Device Support Analyst fields customer questions and issues, uses their technical knowledge to independently resolve the issue, or partners with the appropriate Duke IT technical resource to identify the solution.
Duties and Responsibilities of this Level at a minimum
Level 1
? 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 and maintain the integrity of the 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.
? 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 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.).
? Submit at least 1 efficiency improvement during level 1 tenure that will provide enhancement to either our customer experience or analyst experience, or both.
? Perform other related duties incidental to the work described herein.
Level 2- In addition to the duties described for the Level 1, the Level 2 will, at a minimum:
? 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 appropriate partnering team regarding 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.
? Submit at least 1 technical efficiency improvement that will benefit the analysts in their everyday work
? Partner with other teams to gain efficiencies in current role, and better understand what those teams need from a device support perspective
? Raise awareness of issues that may be systemically or technically a challenge to coworkers and peers through the huddle process; take ownership and engage in troubleshooting efforts to resolve those issues
Level 3- In addition to the duties described for the Level 2, the Level 3 will, at a minimum:
? May function as a technical leader, either as a subject matter expert with proficiency in defined area(s) of the profession, or as a generalist, with a broad knowledge of all aspects of the profession.
? May function as a team leader, responsible for supporting management in day-to-day personnel oversight and workflow management activities.
? May function as a technical and process expert in the Device Support Analyst role. Has advanced technical knowledge to troubleshoot problems, identify root cause, and bring problem to resolution.
? Responsible for administration of computer images, deployment, and standardization of centrally managed software applications and processes.
? Manage departmental projects and initiatives, ensuring timely response/feedback to customers.
? Provide second/third level end user device support.
? Coordinate configuration/installation and general troubleshooting of PC hardware and software.
? Implements hardware and software testing.
? Directs end user training and documentation.
? Provides training to Level 1 and Level 2 analysts.
? Provides status reports, problem summaries, and project status as required.
? Oversee selective activities of desktop computing management including software and hardware configuration, testing, scheduling, installations, moves, updates, upgrades, preventive maintenance, vendor returns, and asset management.
? Monitor and scan for security vulnerabilities and risk to minimize threat to the network enterprise infrastructure for operating systems and standard applications.
? Assist in evaluating new requirements and recommend new processes and standards as appropriate. Assist in defining standards, guidelines, best practices, and metrics.
? Design and execute project plans, define job scope, and work with the business owners and project managers in the implementation and deployment of assigned projects.
? Facilitate team projects to enhance the technical infrastructure or improve the quality or efficiency of the problem resolution process.
? Build and deploy software distribution packages for designated applications.
? Upgrade and/or update software to latest version.
? Provide guidance and leadership through huddle process, offering solutions and guidance to analysts. Lead huddles when delegated
Behaviors/Soft Competencies:
Advancement to the level 3 or above requires employee, at a minimum, successfully attain the following:
The following measures can help create a fair and comprehensive evaluation process for promotions, ensuring that the most deserving employees are recognized and given opportunities to advance.
? Proven ability to work at the next level: This involves demonstrating the skills and competencies required for the next level of responsibility. Employees should have demonstrated that they can handle tasks and challenges that are typically associated with a higher position.
? Potential to serve beyond the next level: This measure looks at the employee's long-term potential and their ability to grow within the organization. The employee should have the vision, ambition, and capability to take on even greater responsibilities in the future.
? Consistently demonstrates a values-based approach in how they work: Employees should consistently exhibit behaviors and decision-making processes that align with DUHS values. The exhibited values are integrity, teamwork, diversity excellence and safety. Patient-focused is also critical to success.
? Is considered one of the top performers at their level across the organization: This measure evaluates the employee's overall performance and reputation within DHTS. Top performers are often recognized for their exceptional contributions, reliability, and ability to exceed expectations. We will select the best and not the best available.
Required Qualifications at this Level
Education: Associate's degree in a related field, or two years of equivalent technical experience required.
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Experience: Level 1- One year of IT experience required
Level 2- Three years of IT experience required in a device support healthcare environment
Level 3- Five years of IT experience required in a device support healthcare environment
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Degrees, Licensure, and/or Certification:
Must have a valid driver's license
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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.