Service Desk Tech Analyst II

Job Posting

Title:

Service Desk Tech Analyst II

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- Hiring Department:

Dell Medical School

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- Position Open To:

All Applicants

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- Weekly Scheduled

Hours:

40

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- FLSA Status:

Non-Exempt from FLSA

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- Earliest

Start Date:

Immediately

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- Position Duration:

Expected to Continue

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- Location:

AUSTIN, TX

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- Job Details:

Purpose

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.

Responsibilites

Tier II Technical Support

* 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 Service Now or equivalent ITSM platform.

* Performs advanced troubleshooting of Microsoft Windows, MacOS, Microsoft 365, and commonly used healthcare applications.

Endpoint Configuration and Deployment

* 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.

Clinical Technology Support

* 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.

ITSM Workflow and Documentation

* 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.

Asset and Inventory Management

* 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.

Mentorship and Collaboration

* 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.

After-Hours and On-Call Support

* 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.

Required Qualifications

* 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 (Service Now 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.

Preferred Qualifications

* 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

Salary Range

$52,000 + depending on qualifications

Working Environment/Equipment

* Standard office equipment

* Repetitive use of a keyboard

* May be exposed to such occupational hazards as communicable diseases, blood borne pathogens, ionizing and non-ionizing radiation, hazardous medications and disoriented or combative patients, or others.

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…