Device Support Analyst

Duke Careers

. Provide remote and on-site support and maintenance for workstations, printers, and peripheral devices .

Posted 11/11/2026full-timeDurham • North Carolina • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support for Windows and Mac platforms, including hardware and software configuration, troubleshooting, and customer education. Proficient in incident management, project coordination, and maintaining compliance with service level agreements.

Highest-signal resume keywords

Windows Platform SupportMac Platform SupportIncident ManagementCustomer Service SkillsProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportRemote ManagementSoftware DeploymentImagingPatch ManagementScriptingAutomationSoftware PackagingDesktop Operating SystemsNetworking Fundamentals

Soft Skills

Interpersonal CommunicationProblem SolvingTime ManagementTechnical DocumentationOral Communication

Certifications & Qualifications

Associate's Degree in Related Field

Industry Keywords

Service Level AgreementsAsset ManagementSecurity VulnerabilitiesComplianceDevice Standards

About the role

Key responsibilities & impact

Provide remote and on-site support and maintenance for workstations, printers, and peripheral devices
Resolve or escalate end-user computer incidents and requests using systems and diagnostic tools
Respond to customers in accordance with service level agreements
Communicate issues to customers, team members, technical experts, and management through resolution
Answer routine or complex questions about hardware and application usability and provide customer education and training
Maintain accurate incident records, procedures, asset-management data, and hardware/software lifecycle information
Test and ensure applications are correctly installed and configured on workstations
Participate in infrastructure and problem-resolution improvement projects
Monitor and scan for security vulnerabilities and risks and report compliance concerns
Support desktop hardware/software configuration, testing, installations, upgrades, maintenance, vendor returns, and asset management
Provide advanced or second/third-level PC support depending on level
Administer computer images, software deployment, standardization, software distribution packages, patching, and updates at Level 3
Lead or facilitate projects, define project plans and scope, provide status reports, and coordinate implementations at Level 3
Train technical support personnel on new products and systems at Level 3
May participate in a 24x7 on-call rotation

Requirements

What you’ll need

Associate’s degree in a related field, or two years of equivalent technical experience required
Level 1: One year of IT experience required
Level 2: Three years of IT experience required, including one year in an IT-related device support environment
Level 3: Five years of IT experience required, including one year in an IT-related device support environment
Must have a current N.C. driver’s license
Basic or advanced technical knowledge supporting Windows platforms, Mac platforms, Windows applications, and mobile computing devices, depending on level
Knowledge of networking fundamentals; advanced understanding required for Level 3
Knowledge of workstation remote management and software distribution for Level 3
Knowledge of imaging, patch management, scripting/automation, and software packaging technologies and processes for Level 3
In-depth knowledge of desktop operating systems methodologies and system tools for Level 3
Basic knowledge of project management for Level 3
Strong customer service, interpersonal, oral and written communication, technical documentation, problem solving, and time management skills
Ability to use device standards and follow guidelines
Must be able to lift 50 pounds or more
May be required to drive a personal vehicle to conduct Duke business and deliver/install computer equipment

Benefits

Comp & perks

Equal Opportunity Employer committed to providing employment opportunity without regard to protected characteristics
Reasonable accommodation information and provisions available
Collaborative, innovative, creative, and belonging-focused community