Analyst, IT (Data Center Services)
Be You.
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.
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.
Work Arrangement
Onsite. The work is performed on-site within Duke's data center and operational environments.
Be Bold.
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.
Choose Duke.
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.
At Duke, you'll join a collaborative and mission-driven environment where innovation, service excellence, and continuous learning are valued. You'll work alongside talented technology professionals, gain exposure to a wide range of enterprise technologies, and contribute to meaningful work that supports one of the nation's leading universities and academic health systems. Learn more about Duke University's competitive benefits package.
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.
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 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.