Service Desk Tech Analyst I
$42.45kUniversity of Texas
- # Service Desk Tech Analyst IApplylocations: UT MAIN CAMPUStime type: Full timeposted on: Posted Todayjob requisition id: R\_00047222**Job Posting Title:**Service Desk Tech Analyst I**----****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:**UT MAIN CAMPUS**----****Job Details:**# **General Notes**The **Service Desk Tech Analyst I** provides entry-level technical support for endpoint devices, enterprise applications, and **Epic client environments** across clinical and administrative operations. This role delivers first-level technical support, assists with endpoint deployment and maintenance, and provides exceptional customer service while building foundational technical skills in a healthcare environment.# **Important Employment Information**This position is not eligible for employer-sponsored work authorization. Applicants requiring current or future visa sponsorship are not eligible for employment in this position.# **Purpose**The **Service Desk Tech Analyst I** provides front-line technical support for endpoint devices and applications across clinical and administrative environments. This role resolves routine technical issues, assists with device setup and maintenance, supports Epic client environments, and delivers outstanding customer service while developing foundational skills in enterprise healthcare IT.# **Responsibilities****Front-Line Technical Support*** Respond to service requests and incidents involving desktops, laptops, mobile devices, printers, and **Epic client applications*** Perform basic troubleshooting of Microsoft Windows, Microsoft 365, standard applications, and Epic client environments* Escalate unresolved or complex issues to Tier II support staff* Provide timely and professional support while maintaining excellent customer service**Device Setup and Configuration*** Assist with initial setup and configuration of endpoint devices* Support imaging and deployment processes under supervision* Ensure endpoint devices are connected, configured, and functioning in accordance with organizational standards* Assist with deployment of new hardware and replacement devices**Documentation and Ticketing*** Document support activities, resolutions, and customer interactions within the ITSM platform (ServiceNow preferred)* Update asset records and assist with inventory tracking* Contribute to internal documentation, knowledge articles, and support procedures* Maintain accurate incident and request documentation**Customer Service and Communication*** Communicate clearly and professionally with end users to resolve technical issues* Provide guidance on standard IT procedures, applications, and technology usage* Deliver responsive, customer-focused support while maintaining professionalism* Support users across clinical and administrative environments**Team Support and Development*** Participate in team meetings, technical training sessions, and knowledge-sharing activities* Seek feedback and guidance to expand technical knowledge and customer service skills* Assist other Service Desk team members with operational tasks as needed* Support continuous learning and professional development**Marginal or Periodic Functions*** Assist with special events and priority operational activities* Support audits, access control reviews, and inventory activities* Perform related duties as assigned**Knowledge, Skills, and Abilities****Customer Focus*** Provide responsive and empathetic support to clinical and administrative users* Build trust through clear communication and consistent follow-up* Understand the importance of minimizing disruption to patient care and business operations* Tailor support to user needs while promoting excellent customer service**Problem Solving*** Apply structured troubleshooting techniques to resolve routine technical issues* Identify recurring problems and communicate trends appropriately* Escalate complex issues following established procedures* Demonstrate persistence in resolving customer concerns**Technical Learning*** Quickly learn new technologies, systems, and operational procedures* Demonstrate initiative in expanding technical knowledge* Adapt to changing technologies and healthcare workflows* Share knowledge and lessons learned with team members**Composure*** Maintain professionalism during high-pressure situations* Respond calmly and effectively during outages and urgent support requests* Demonstrate patience and empathy when supporting frustrated users* Adapt effectively in fast-paced healthcare environments**Interpersonal Savvy*** Communicate effectively with technical and non-technical users* Build positive relationships with customers and team members* Navigate organizational relationships with professionalism* Collaborate effectively across departments and support teams**Action Oriented*** Take initiative to resolve issues promptly and efficiently* Volunteer for assignments and follow through on commitments* Demonstrate urgency in responding to clinical support needs* Identify opportunities to improve customer service and operational efficiency# **Required Qualifications*** Associate’s degree in Information Technology or a related field* Familiarity with Microsoft Windows 10/11, Microsoft 365, and basic networking concepts* Experience with IT Service Management (ITSM) tools, preferably ServiceNow, for incident, request, and change management* Basic knowledge of endpoint devices, desktop support, and enterprise technology environments* Strong customer service, communication, and interpersonal skills* Ability to troubleshoot routine hardware, software, and application issues* Ability to support **Epic client applications** and healthcare technology environments* Ability to work collaboratively in a fast-paced, team-oriented environment**Relevant education and experience may be substituted as appropriate.**# **Preferred Qualifications*** Bachelor’s degree in Information Technology or a related field* Previous experience providing IT support or customer service* Experience supporting **Epic client applications** and clinical workflows in a healthcare environment* Exposure to healthcare information technology systems and enterprise environments* Experience with endpoint management tools such as Microsoft SCCM and Microsoft Intune* Knowledge of Microsoft Active Directory and Microsoft 365 administration* Experience supporting device deployment, imaging, and endpoint lifecycle management**Licenses/Registrations/Certifications****Required*** None**Preferred*** CompTIA A+ Certification or equivalent* ITIL Foundation Certification (or willingness to obtain)* Epic Application Support Certification# **Salary Range**$42,446+ depending on qualifications# **Working Conditions*** Standard office environment and equipment* Repetitive use of a keyboard and computer* 100% on-site position supporting clinical and administrative operations* May require occasional after-hours support for system upgrades, go-lives, or operational needs* May be exposed to communicable diseases, blood borne pathogens, ionizing and non-ionizing radiation, hazardous medications, and disoriented or combative patients# **Required Materials*** Resume/CV* 3 work references with their contact information; at least one reference should be from a supervisor* Letter of interestImportant 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 may upload multiple files. Before submitting your online job application, ensure that **all Required Materials** have been uploaded. Once your application has been submitted, you cannot make changes.
- J-18808-Ljbffr University of Texas
Vacancy posted 1 day ago
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