Service Desk Tech Analyst III

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Job Details:

The Office of Information Technology at the Dell Medical School is seeking a 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.

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.

Marginal or Periodic Functions:

• Assists with disaster recovery and business continuity planning.

• Supports high-priority clinical operations and go-live events.

• Performs related duties as required.

KNOWLEDGE/SKILLS/ABILITIES

Customer Focus

• Builds strong relationships with clinical and administrative stakeholders.

• Anticipates user needs and proactively addresses concerns.

• Ensures minimal disruption to patient care and operations.

• Delivers high-touch support in critical scenarios.

Problem Solving

• Applies advanced diagnostic techniques and structured methodologies.

• Identifies systemic issues and drives resolution across teams.

• Develops tools and scripts to streamline troubleshooting.

• Leads post-incident reviews and continuous improvement efforts.

Technical Learning

• Stays current on emerging technologies and healthcare IT trends.

• Pursues certifications and advanced training.

• Shares expertise through documentation and mentoring.

• Evaluates and pilots new tools and platforms.

Composure

• Maintains professionalism during outages, escalations, and emergencies.

• Leads calmly through high-pressure clinical events.

• Coaches others on managing stress and user expectations.

• Demonstrates resilience and adaptability.

Interpersonal Savvy

• Communicates effectively across technical and non-technical audiences.

• Builds trust and credibility with leadership and peers.

• Navigates complex organizational dynamics with diplomacy.

• Facilitates cross-functional collaboration.

Action Oriented

• Takes ownership of high-impact issues and projects.

• Drives initiatives to improve service desk operations.

• Responds rapidly to urgent clinical support needs.

• Associate's degree in Information Technology or a related field.

• 5 years of 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.

• Bachelor's degree in Information Technology or a related field.

• 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

$61,000+ depending on qualifications

• 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.

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor

• Letter of interest

Importantfor 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.

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Employment Eligibility:

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Retirement Plan Eligibility:

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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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.

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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.

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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.

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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]

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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.