Service Desk Tech Analyst I
About The Position
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. 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.
Requirements
- 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.
Nice To Haves
- 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
- CompTIA A+ Certification or equivalent
- ITIL Foundation Certification (or willingness to obtain)
- Epic Application Support Certification
Responsibilities
- 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
- 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
- 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
- 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
- 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
- Assist with special events and priority operational activities
- Support audits, access control reviews, and inventory activities
- Perform related duties as assigned
Benefits
- Teacher Retirement System of Texas (TRS)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
