Service Desk Tech Analyst III

Job Details

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

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.

• 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.

• 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…