Service Desk Tech Analyst I

Job description

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 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 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.

Important for Current University employees and contingent workers: As a current university employee or contingent worker, you must apply within Workday by searching Find UT Jobs . Log in to Workday, navigate to your Worker Profile, click the Career link in the left-hand navigation menu, and update your Professional Profile before applying. This information will populate your application. You will also be prompted to upload your resume and respond to the application questions to upload any additional Required Materials 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 disc