Edtech.com's Summary

Duke University is hiring an Analyst, IT (Data Center Services). The role sits on the Service Operations Center and Data Center Services team, which keeps the university's critical technology infrastructure running by monitoring enterprise systems, responding to incidents, and supporting data center operations. The analyst also acts as a key communications partner during service interruptions and outages, working alongside infrastructure, networking, systems, and service management teams.

Highlights

Monitor enterprise systems and data center infrastructure, responding to alerts, warnings, and operational events as they arise.
Diagnose incidents, identify likely root causes, and coordinate escalation and resolution across technical and operational teams.
Serve as the central communications coordinator during major incidents, outages, and service disruptions.
Install, configure, maintain, troubleshoot, and repair data center hardware and its supporting infrastructure.
Manage incident queues and perform quality assurance reviews to keep escalation and response timely.
Maintain operational documentation, inventory records, and system procedures, and coordinate with vendors, facilities staff, and service owners to improve service delivery.
High school diploma or equivalent and at least one year of experience in IT support, service desk, technical operations, or system monitoring, with relevant education or training able to substitute; an associate degree in IT, computer science, or networking is preferred.
Basic understanding of servers, networking, operating systems, and hardware, plus the ability to follow documented procedures, runbooks, and escalation processes and learn monitoring, ticketing, and incident management tools; prior service desk, NOC, SOC, or data center monitoring experience is preferred but not required.
On-site in Durham, working a rotating 12-hour shift schedule in a 24x7 operation that includes evenings, nights, weekends, and holidays.
Physical requirements include safely climbing ladders in the data center and lifting, carrying, and handling equipment weighing 20 pounds or more.

Analyst, IT (Data Center Services) Full Description

The Service Operations Center and Data Center Services team is seeking an Analyst, IT (Data Center Services) to help support Duke's critical technology infrastructure. In this role, you will monitor enterprise systems, respond to incidents, support data center operations, and serve as a key communications partner during service interruptions and outages. You'll work alongside infrastructure, networking, systems, and service management teams to help ensure reliable and secure technology services across the university.

Work Arrangement: On-Site. The work is performed on-site within Duke's data center and operational environments.

Minimum Requirements

High school diploma or equivalent required; associate degree in Information Technology, Computer Science, Networking, or a related field preferred.
Minimum of 1 year of experience in IT support, Service Desk, technical operations, system monitoring, or a related technology environment. Relevant education or technical training may substitute for experience.
Basic understanding of IT infrastructure, including servers, networking, operating systems, hardware, and enterprise technology environments.
Strong attention to detail with the ability to accurately follow documented procedures, Runbooks, and escalation processes.
Demonstrated reliability, including consistent attendance and punctuality for assigned shifts.
Ability to work independently with minimal supervision while also working effectively with a shift partner and other technical teams.
Strong written and verbal communication skills, particularly when documenting incidents, updating tickets, and communicating service interruptions.
Ability to learn and effectively use monitoring, ticketing, and incident management tools.
Ability to identify issues, follow established troubleshooting procedures, and appropriately escalate incidents when additional technical support is required.
Willingness and ability to work in a 24x7 operational environment, including assigned evenings, nights, weekends, and holidays as required.
Previous Service Desk, Network Operations Center (NOC), Service Operations Center (SOC), or Data Center monitoring experience is preferred but not required.

Other Requirements

Ability to safely climb ladders within a data center environment.
Ability to lift, carry, and handle equipment weighing 20 pounds or more.
Ability to work a rotating 12-hour shift schedule, including nights, weekends, and holidays as required.
Ability to perform effectively in a fast-paced, high-pressure operational environment.

Key Responsibilities

Monitor enterprise systems and data center infrastructure, responding to alerts, warnings, and operational events.
Diagnose incidents, identify potential root causes, and coordinate escalation and resolution efforts across technical and operational teams.
Serve as a central communications coordinator during major incidents, outages, and service disruptions.
Install, configure, maintain, troubleshoot, and repair data center hardware and supporting infrastructure.
Manage incident queues, perform quality assurance reviews, and ensure timely escalation and response activities.
Maintain operational documentation, inventory records, and system procedures while partnering with service owners and technical teams to improve service delivery.
Coordinate with vendors, facilities staff, and service providers to support enterprise technology operations.

The Office of Information Technology (OIT) powers the technology that supports Duke University's world-class teaching, research, health care, and administrative missions. As a member of the Data Center Services team, you'll play a vital role in maintaining the reliability and availability of critical systems that support thousands of faculty, staff, students, and researchers.

Duke is an 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 (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job 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.

Let me find your next job.

Thanks - you're signed up.

Analyst, IT (Data Center Services)

Edtech.com's Summary

Analyst, IT (Data Center Services) Full Description

Database Administrator, Lead (Req 26001083)

Information Systems Specialist, Intermediate (Req 26001459)

OT Network System Administrator

IT Data Technologist - Facilities Services - UTK

Development Security Operations Engineer III - 531106