Service Desk Tech Analyst II

Job Posting Title: Service Desk Tech Analyst II ---- Hiring Department: Dell Medical School ---- Position Open To: All Applicants ---- Weekly Scheduled Hours: 40 ---- FLSA Status: Non-Exempt from FLSA ---- Earliest Start Date: Immediately ---- Position Duration: Expected to Continue ---- Location: AUSTIN, TX ---- Job Details: Purpose The Service Desk Tech Analyst II provides intermediate to advanced level IT support for endpoint devices and applications across clinical and administrative environments and, in the future, a large-scale hospital setting. This role ensures day-to-day operational support and plays a key role in scaling IT service desk operations to meet the demands of a growing healthcare enterprise. Reporting to the Customer Success Manager, the Tech Analyst II serves as critical escalation point for endpoint and application support issues while mentoring Level I Tech Analysts. This position requires proficiency in endpoint troubleshooting, incident resolution, and customer service, with a particular emphasis on supporting users in clinical environments. Responsibilites Tier II Technical Support Provides Tier II support for desktops, laptops, mobile devices, printers, and peripheral technologies in clinical and administrative areas. Serves as an escalation point for complex incident and request resolution within ServiceNow or equivalent ITSM platform. Performs advanced troubleshooting of Microsoft Windows, MacOS, Microsoft 365, and commonly used healthcare applications. Endpoint Configuration and Deployment Deploys and maintains endpoint hardware and software, imaging systems, and automated deployment tools (e.g., SCCM, Intune). Configures workstations, mobile devices, and clinical hardware to meet organizational standards. Ensures endpoint compliance with organizational security policies, encryption standards, and device management protocols. Clinical Technology Support Supports clinical technologies including badge readers, label printers, and medical peripherals. Collaborates with clinical teams to troubleshoot and resolve device-related issues. Assists in validating and maintaining clinical hardware in patient care environments. ITSM Workflow and Documentation Actively supports and optimizes ITSM workflows to improve service delivery and resolution times. Creates and maintains technical documentation and standard operating procedures for endpoint configurations and support workflows. Contributes to internal knowledge bases and documentation updates. Asset and Inventory Management Assists in maintaining the CMDB and accurate asset records for lifecycle tracking. Conducts periodic audits and reconciles inventory data. Supports procurement, deployment, and decommissioning processes. Mentorship and Collaboration Trains and mentors junior support staff (Level I Technicians) to build technical competencies and service quality. Collaborates with infrastructure and applications teams to resolve cross-functional issues. Participates in team meetings and contributes to process improvement initiatives. After-Hours and On-Call Support Participates in on-call rotations and after-hours support as needed, especially for go-lives and critical events. Responds to urgent technical issues outside of standard business hours. Documents after-hours incidents and resolutions for continuity and reporting. Required Qualifications High School Diploma/GED At least 3 year(s) of experience in IT support experience, including work in clinical or enterprise environments. Proficiency in Windows 10/11, Microsoft Office 365, and Active Directory. Experience using ITSM tools (ServiceNow preferred) for incident, request, and change tracking. Familiarity with endpoint security tools, patching processes, and vulnerability remediation. Relevant education and experience may be substituted as appropriate. Preferred Qualifications Associate's Degree in Information Technology or a related field At least3 year(s) of experience in a healthcare setting supporting Epic client systems, badge access hardware, and related technologies. Experience with Microsoft Intune, SCCM, or other endpoint management platforms. Knowledge of ITIL best practices, especially incident and request fulfillment processes. Familiarity with identity and access management concepts in Microsoft Azure Active Directory. CompTIA A+, Network+, or Microsoft certifications. ITIL Foundation Certification. Epic application support certification Salary Range $52,000 + depending on qualifications Working Environment/Equipment Standard office equipment Repetitive use of a keyboard May be exposed to such occupational hazards as communicable diseases, blood borne pathogens, ionizing and non-ionizing radiation, hazardous medications and disoriented or combative patients, or others. Required Materials Resume/CV 3 work references with their contact information; at least one reference should be from a supervisor Letter of interest Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure thatALLRequired Materials have been uploaded. Once your job application has been submitted, you cannot make changes. Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questionspresented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above. ---- Employment Eligibility: Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval. ---- Retirement Plan Eligibility: The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length. ---- Background Checks: A criminal history background check will be required for finalist(s) under consideration for this position. ---- Equal Opportunity Employer: The University of Texas at Austin, as an equal opportunity/affirmative action employer,complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions. ---- Pay Transparency: The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. ---- Employment Eligibility Verification: If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university. ---- E-Verify: The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following: E-Verify Poster (English and Spanish) [PDF] Right to Work Poster (English) [PDF] Right to Work Poster (Spanish) [PDF] ---- Compliance: Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031. The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701. #J-18808-Ljbffr