Service Desk Tech Analyst III

Job description

Job Posting Title: Service Desk Tech Analyst III ---- Hiring Department: Dell Medical School ---- Position Open To: All Applicants ---- Weekly Scheduled Hours: 40 ---- FLSA Status: Exempt from FLSA ---- Earliest Start Date: Immediately ---- Position Duration: Expected to Continue ---- Location: AUSTIN, TX ---- Job Details: General Notes 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. 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 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. Responsibilities Tier III Technical Support 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. Endpoint Strategy and Deployment 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. Clinical Technology Leadership 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. ITSM and Process Improvement 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. Mentorship and Team Development 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. Strategic Support and On-Call Leadership 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. Marginal or Periodic Functions Assist with disaster recovery and business continuity planning. Support high-priority clinical operations, system implementations, and go-live events. Perform related duties as assigned. Knowledge, Skills, and Abilities Customer Focus Build strong relationships with clinical and administrative stakeholders. Anticipate user needs and proactively address concerns. Minimize disruption to patient care and business operations. Deliver exceptional customer service during critical support situations. Problem Solving Apply advanced diagnostic techniques and structured troubleshooting methodologies. Identify systemic issues and coordinate enterprise-wide solutions. Develop tools, scripts, and automation to improve troubleshooting efficiency. Lead post-incident reviews and continuous improvement initiatives. Technical Learning Maintain current knowledge of healthcare technologies, endpoint management, Epic client environments, and industry best practices. Pursue advanced certifications and professional development opportunities. Share technical expertise through documentation, mentoring, and training. Evaluate and pilot emerging technologies that improve enterprise IT operations. Composure Maintain professionalism during outages, escalations, and emergency situations. Lead calmly through high-pressure clinical support events. Coach others on effective communication and incident management. Demonstrate resilience and adaptability in dynamic healthcare environments. Interpersonal Savvy Communicate effectively with technical and non-technical audiences. Build trust and credibility with leadership, peers, customers, and clinical stakeholders. Navigate complex organizational relationships with professionalism and diplomacy. Facilitate collaboration across technical, operational, and clinical teams. Action Oriented Take ownership of high-impact technical issues and strategic initiatives. Drive improvements to Service Desk operations and customer satisfaction. Respond rapidly to urgent clinical support needs. Promote operational excellence through proactive problem-solving and continuous improvement. Required Qualifications 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. Preferred Qualifications 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 Licenses/Registrations/Certifications Required None Preferred CompTIA Network+ CompTIA Security+ Microsoft Certifications ITIL Foundation Certification or higher Epic Application Support Certification Salary Range $62,484+ depending on qualifications Working Conditions Standard office environment and equipment Repetitive use of a keyboard and computer 100% on-site position supporting clinical and enterprise operations May require after-hours support for go-lives, upgrades, outages, and critical incidents 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 disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. ---- Employment Eligibility Verification: If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university. ---- E-Verify: The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following: E-Verify Poster (English and Spanish) [PDF] Right to Work Poster (English) [PDF] Right to Work Poster (Spanish) [PDF] ---- Compliance: Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031 . The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.