Technical Analyst II

The University of Texas at Austin•Austin, UT

15d•$52,000•Onsite

About The Position

Under direct supervision of the IT Operations Manager , responsible for installing, configuring, maintaining , upgrading, and supporting IT systems that meet Dell Medical School business requirements. The Technical Analyst II supports Dell Medical School equipment, and is the key technical resource responding to end user desktop incidents and requests reported to the Service Desk. Problems beyond the scope of their ability or responsibility are communicated in a timely manner to senior-level support personnel. The Technical Analyst II adheres to and supports Dell Medical School policies and procedures, and recommends process changes that improve the implementation, maintenance and support of IT equipment, A/V equipment and supported software within the clinical, education, research and faculty/staff workspaces.

Requirements

High School Diploma/GED and 2 years of relevant experience or an Associate’s Degree in a CS related field and one year of experience.
Basic certification in A+ and Microsoft Products.
Working technical knowledge of network protocols, operating systems, and standards.
Relevant education and experience may be substituted as appropriate .

Nice To Haves

CompTIA A+ and Network+ certifications .
Apple Certified Support Professional .
Bachelor's Degree in either Computer Science, Information Systems or a healthcare related field.

Responsibilities

Provides advanced desktop support and technical assistance using strong interpersonal and customer service skills for medical providers, faculty, and staff by answering questions and resolving computer hardware/software problems in person, via telephone, or utilizing a remote support tool.
Installs, troubleshoot/repair hardware and software per ITS standards and guidelines, including but not limited to standard applications, drivers, terminals, computers, printers, cabling, AV components and related software products .
Analyzes and provides hands-on support for moderate to advanced inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas as needed.
Analyzes and provides hands-on support for requested clinical software and hardware managed by the Customer Success Team . Determines appropriate technical area or vendor in collaboration with Clinical Engineers to resolve issues .
Effectively works with customers, Service Desk and Technical Services personnel. Forms productive relationships with internal customers by listening, clarifying, and responding effectively.
Maintains documentation for each incident or request, and escalates complex problems to the next level of support. Logs and tracks incidents/request via Service Now .
Performs preventative maintenance. Aids and trains users on school technology.
Coordinates front line support of Audio/Visual equipment including video conferencing, video capturing and other technologies. Identifies and documents faults and failures within complex Audio/Visual systems.
Mentors junior staff and works to develop the collective team towards more mature processes and technology discipline.
Recommends process changes that improve the implementation, maintenance and support of ITS desktop equipment and software.
Administers and monitors the performance of assigned discipline technologies, performing required maintenance and upgrades as appropriate . Successfully troubleshoots advanced applications problems independently.
Maintains and protects confidentiality with regard to all aspects of patient care and employee information. Other duties as to meet organizational goals and objectives . Other related duties as assigned.