Service Desk Tech Analyst III

The University of Texas at Austin•Austin, TX

4d•Onsite

About The Position

The Service Desk Tech Analyst III provides advanced technical support for endpoint devices, enterprise applications, and Epic client environments across clinical and enterprise operations. This role serves as the highest level of escalation for endpoint and application support, partners with clinical and technical teams to improve service delivery, and supports the continued growth of a scalable healthcare service desk. 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. The Service Desk Tech Analyst III provides advanced technical support for endpoint devices and applications across clinical and enterprise environments. This role leads complex troubleshooting efforts, oversees endpoint deployment strategies, mentors Service Desk staff, and partners with clinical and technical teams to ensure reliable, high-quality IT support across the organization.

Requirements

Associate’s degree in Information Technology or a related field
Minimum of five years of experience providing IT support in clinical or enterprise environments
Expertise supporting Microsoft Windows 10/11, Microsoft 365, Microsoft SCCM, Microsoft Intune, and IT Service Management (ITSM) platforms, preferably ServiceNow
Experience supporting endpoint security tools, patch management, vulnerability remediation, and endpoint lifecycle management
Strong troubleshooting and root cause analysis skills supporting enterprise endpoint devices and applications
Experience supporting Epic client applications and clinical computing environments
Strong analytical, organizational, and problem-solving skills
Excellent verbal and written communication skills
Demonstrated ability to mentor technical staff and lead complex support initiatives
Relevant education and experience may be substituted as appropriate.

Nice To Haves

Bachelor’s degree in Information Technology or a related field
Experience supporting Epic client applications and clinical workflows in a healthcare environment
Experience supporting enterprise endpoint management in a large healthcare organization
Knowledge of ITIL best practices and HIPAA compliance
Experience with Microsoft Azure Active Directory and Identity & Access Management
Experience supporting clinical technology deployments, go-lives, and healthcare system implementations
CompTIA Network+
CompTIA Security+
Microsoft Certifications
ITIL Foundation Certification or higher
Epic Application Support Certification

Responsibilities

Resolve the most complex technical issues involving hardware, software, Epic client applications , and networked systems.
Serve as the final escalation point for Level I and II support staff on high-impact endpoint and application support issues.
Perform advanced diagnostics and root cause analysis across platforms and systems.
Coordinate resolution efforts with infrastructure, cybersecurity, application, and engineering teams.
Design and implement endpoint deployment strategies utilizing Microsoft SCCM, Microsoft Intune, and enterprise imaging tools.
Ensure endpoint configurations adhere to enterprise standards and maintain compliance with HIPAA requirements.
Evaluate emerging technologies and recommend integration into service desk operations.
Support enterprise endpoint lifecycle management and deployment standards.
Oversee support for clinical peripherals, specialized healthcare technology, and Epic client environments.
Partner with clinical stakeholders to improve device reliability, performance, and user satisfaction.
Lead validation and deployment efforts for new clinical technologies.
Support Epic client environments and clinical workflows across the organization.
Lead initiatives that improve IT Service Management (ITSM) workflows and service delivery metrics.
Develop and maintain advanced documentation, knowledge articles, and standard operating procedures.
Train staff on ITIL best practices and Service Desk operational procedures.
Identify opportunities to improve service desk efficiency, customer experience, and operational performance.
Provide technical leadership and mentorship to Level I and II Service Desk Analysts.
Facilitate technical training sessions and knowledge sharing.
Support onboarding, coaching, and professional development activities.
Promote continuous learning and operational excellence across the Service Desk team.
Lead after-hours support activities for go-lives, upgrades, outages, and critical events.
Coordinate response efforts during major incidents, outages, and emergencies.
Document, analyze, and communicate incident trends to support continuous improvement.
Partner with leadership to improve operational readiness and service resilience.
Assist with disaster recovery and business continuity planning.
Support high-priority clinical operations, system implementations, and go-live events.
Perform related duties as assigned.