Service Desk Tech Analyst III

Service Desk Tech Analyst III

The Service Desk Tech Analyst III provides advanced IT support for endpoint devices and applications across clinical and enterprise environments, and in the future, a large-scale hospital setting. This role leads complex troubleshooting efforts, oversees deployment strategies, and contributes to the development of scalable service desk operations for a growing healthcare enterprise. Reporting to the Customer Success Manager, the Tech Analyst III serves as the final escalation point for endpoint and application support issues and mentors Level I and II Tech Analysts. This position requires expert-level technical skills in endpoint management, incident resolution, and customer service, with deep experience supporting users in clinical environments and driving continuous improvement across IT support functions.

Responsibilities

Tier III Technical Support

• Resolves the most complex technical issues involving hardware, software, and networked systems.
• Serves as final escalation point for Tier I and II support staff on high-impact endpoint and application support issues.
• Performs deep diagnostics and root cause analysis across platforms and systems.
• Coordinates resolution efforts with infrastructure, security, and application teams.

Endpoint Strategy and Deployment

• Designs and implements endpoint deployment strategies using SCCM, Intune, and imaging tools.
• Ensures endpoint configurations adhere to enterprise standards and maintain compliance with HIPAA regulations.
• Evaluates new technologies for integration into support workflows.

Clinical Technology Leadership

• Oversees support for clinical peripherals and specialized hardware.
• Partners with clinical stakeholders to improve device reliability and performance.
• Leads validation efforts for new clinical technologies.

ITSM and Process Improvement

• Leads initiatives to enhance ITSM workflows and service delivery metrics.
• Develops and maintains advanced documentation and standard operating procedures.
• Trains staff on ITIL best practices and service desk procedures.

Mentorship and Team Development

• Provides technical leadership and mentorship to Level I and II analysts.
• Facilitates training sessions and knowledge sharing.
• Supports onboarding and skill development programs.

Strategic Support and On-Call Leadership

• Leads after-hours support for go-lives and critical events.
• Coordinates response efforts during outages and emergencies.
• Documents and analyzes incident trends for continuous improvement.

Required Qualifications

• Associate's Degree in Information Technology or a related field
• At least 5 year(s) of experience in IT support experience, including clinical or enterprise environments.
• Expertise in Microsoft Windows 10/11, Microsoft 365, SCCM, Intune, and ITSM tools (ServiceNow).
• Experience with endpoint security tools, patching processes, and vulnerability remediation.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Bachelor's Degree in Information Technology or a related field
• At least 7 year(s) of experience in a healthcare setting supporting Epic client systems and clinical workflows.
• Knowledge of ITIL best practices and HIPAA compliance.
• Experience with identity and access management in Microsoft Azure Active Directory.
• CompTIA Network+, Security+, or Microsoft certifications
• ITIL Foundation or higher
• Epic application support certification

Salary Range

$62,500 + 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