Service Desk Tech Analyst II

The University of Texas at Austin•Austin, TX

2d•Onsite

About The Position

The Service Desk Tech Analyst II provides intermediate to advanced level IT support for endpoint devices and applications across clinical and administrative environments and, in the future, a large-scale hospital setting. This role ensures day-to-day operational support and plays a key role in scaling IT service desk operations to meet the demands of a growing healthcare enterprise. Reporting to the Customer Success Manager, the Tech Analyst II serves as critical escalation point for endpoint and application support issues while mentoring Level I Tech Analysts. This position requires proficiency in endpoint troubleshooting, incident resolution, and customer service, with a particular emphasis on supporting users in clinical environments.

Requirements

High School Diploma/GED
At least 3 year(s) of experience in IT support experience, including work in clinical or enterprise environments.
Proficiency in Windows 10/11, Microsoft Office 365, and Active Directory.
Experience using ITSM tools (ServiceNow preferred) for incident, request, and change tracking.
Familiarity with endpoint security tools, patching processes, and vulnerability remediation.
Relevant education and experience may be substituted as appropriate.

Nice To Haves

Associate's Degree in Information Technology or a related field
At least 3 year(s) of experience in a healthcare setting supporting Epic client systems, badge access hardware, and related technologies.
Experience with Microsoft Intune, SCCM, or other endpoint management platforms.
Knowledge of ITIL best practices, especially incident and request fulfillment processes.
Familiarity with identity and access management concepts in Microsoft Azure Active Directory.
CompTIA A+, Network+, or Microsoft certifications.
ITIL Foundation Certification.
Epic application support certification

Responsibilities

Provides Tier II support for desktops, laptops, mobile devices, printers, and peripheral technologies in clinical and administrative areas.
Serves as an escalation point for complex incident and request resolution within ServiceNow or equivalent ITSM platform.
Performs advanced troubleshooting of Microsoft Windows, MacOS, Microsoft 365, and commonly used healthcare applications.
Deploys and maintains endpoint hardware and software, imaging systems, and automated deployment tools (e.g., SCCM, Intune).
Configures workstations, mobile devices, and clinical hardware to meet organizational standards.
Ensures endpoint compliance with organizational security policies, encryption standards, and device management protocols.
Supports clinical technologies including badge readers, label printers, and medical peripherals.
Collaborates with clinical teams to troubleshoot and resolve device-related issues.
Assists in validating and maintaining clinical hardware in patient care environments.
Actively supports and optimizes ITSM workflows to improve service delivery and resolution times.
Creates and maintains technical documentation and standard operating procedures for endpoint configurations and support workflows.
Contributes to internal knowledge bases and documentation updates.
Assists in maintaining the CMDB and accurate asset records for lifecycle tracking.
Conducts periodic audits and reconciles inventory data.
Supports procurement, deployment, and decommissioning processes.
Trains and mentors junior support staff (Level I Technicians) to build technical competencies and service quality.
Collaborates with infrastructure and applications teams to resolve cross-functional issues.
Participates in team meetings and contributes to process improvement initiatives.
Participates in on-call rotations and after-hours support as needed, especially for go-lives and critical events.
Responds to urgent technical issues outside of standard business hours.
Documents after-hours incidents and resolutions for continuity and reporting.