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Position: Service Desk Analyst II
Time spent with OIT: 8 months
Bryan Wilson is no stranger to Duke. As a pharmacy technician, he served Duke University Health System patrons for the past 20 years. Now, he serves members of the Duke community in a new way by meeting their technology needs at the Service Desk.
What he does for OIT:
As a Service Desk member, Bryan serves on the front lines of OIT. Each day, he responds to tasks, tickets, and incidents while also managing the escalation flow. While he resolves many issues people call, send, or bring in, he also helps direct customers to the right department for more specific problems.
“If someone calls in with an issue with their computer, my job is to find out where they need to go,” Bryan said. “Many folks have coined the term ‘triage’—we patch them up, and we send them to their respective departments to get fixed.”
On average, he receives 20 calls and five to 10 chats a day when working at the Power House. One week per month, Bryan works at the Link in Perkins Library to assist customers in person.
What he enjoys about working in OIT:
With his friendly demeanor and constant smile, it’s obvious that Bryan is a people person. One of the things he enjoys most about working in OIT is getting to interact with different people and assist each person in a way that’s conducive for them.
“I like dealing with people, and I enjoy the challenge of explaining the same thing in multiple ways,” Bryan said. “You might get ten calls about NetID or password resets, but that person will only talk to you once, and they might not understand exactly how I describe it. So, finding ways to understand that person on a deeper level—on their level—is a challenge, but I enjoy it because it helps me with different personalities and how to assess the next person’s situation.”
Bryan also likes the camaraderie that exists among the Service Desk team and within OIT.
Honorable mentions also include donut Wednesdays at the Power House and his Ergotron—the sitting to standing desk that Service Desk members use.
The impact he hopes to have at Duke:
Along with resolving customers’ technology issues, Bryan has a daily goal he tries to achieve.
“Every day, I like to get a customer to laugh,” Bryan said.
While it’s important to him that customers are satisfied with the service they receive, he always wants them to walk away from the conversation feeling happy.
Advice for those new to OIT:
Relatively new to OIT himself, Bryan encourages others to use their first 90 days to get their jitters out.
“Ask a lot of questions, be bumpy, and utilize those first 90 days so that when your six months come, and they expect you to know everything on a ground level, you are prepared,” Bryan said. “You’ve got all your questions out, you feel comfortable asking questions, and you have the confidence instilled in you.”
Another piece of advice that has helped Bryan get far is to learn from all but study from a few.
“If your manager is calling on certain people or certain people are vocal with great knowledge, study from them,” Bryan said. “You are only in control of your career—whether you’re new to IT or just new to this OIT. Find out who’s there and study from them.”
Duke bucket list items:
Bryan might have spent the past 20 years working at Duke, but he hasn’t finished crossing items off his Duke bucket list yet.
A few items on the list include attending a basketball game, doing the Duke Chapel climb in the fall while the leaves are changing colors, and checking on a new DUHS building referred to as the ‘West Campus Steam Plant’.
“I just like to utilize Duke as much as possible,” Bryan said. “If there’s something I can do, I like to do it.”
What he’s doing when he’s not at work:
Outside of work and exploring Duke, Bryan stays plenty busy by caring for and spending time with his family.
As a father of three kids, he enjoys taking in their interests and seeing how they learn. He can often be found at the dojo, watching his son practice mixed martial arts, or at the dance studio, watching one of his daughters perform tap and ballet.
Bryan and his wife like to landscape their yard together. Together, they grow and maintain rose bushes, vegetables, apple trees, and a small Zen Garden full of bushes and other plants.
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A fun fact about Bryan:
Bryan also likes to spend his free time cooking, but what fuels his desire to try new dishes is his competitive nature.
“I’m a competitive person,” Bryan said. “I’m very laid back, so you wouldn’t know it.”
He enjoys challenging himself by trying to find meals he doesn’t know how to cook or foods that he doesn’t like and creating something he enjoys.
Those who spend enough time around Bryan and mention their passion for cooking might also find themselves engaged in a contest with him. He loves a good old-fashioned cook-off and isn’t afraid to challenge someone.
Each summer, Bryan and one of his neighbors have a cooking contest at his house while other neighbors serve as the judges. This year, the two battled it out over who could cook the best duck and potatoes, and in a close competition, Bryan won by one point.
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He has also had a cook-off with his uncle (pork and Brussels sprouts) and two pharmacists during his time as a pharmacy technician (ice cream cake). (Perhaps someone should challenge Bryan to see who can make the best ice cream cake and let OIT’ers be the judges.)
How Bryan serves beyond Duke:
Another fun fact about Bryan is that he currently serves in the Army Reserves. He spent six years in the National Guard and has served in the Army Reserves for the past six years. In 2021, he fulfilled his dream of becoming a drill sergeant and now spends 33 days instructing cadets each year.
“I enjoy it because I feel like I’m imparting something to the next generation.”
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Know someone in OIT with a story worth sharing? Nominate them (or yourself!) by emailing kaylee.wilkinson@duke.edu.