Service Desk Tech Analyst

Service Desk Tech Analyst I

Hiring Department: Dell Medical School

Position Open To: All Applicants

Weekly Scheduled

Hours:

40

FLSA Status: Non-Exempt from FLSA

Earliest

Start Date:

Immediately

Position Duration: Expected to Continue

Location: UT MAIN CAMPUS

The Service Desk Tech Analyst I provides entry-level technical support for endpoint devices, enterprise applications, and Epic client environments across clinical and administrative operations. This role delivers first-level technical support, assists with endpoint deployment and maintenance, and provides exceptional customer service while building foundational technical skills in a healthcare environment.

• Respond to service requests and incidents involving desktops, laptops, mobile devices, printers, and Epic client applications
• Perform basic troubleshooting of Microsoft Windows, Microsoft 365, standard applications, and Epic client environments
• Escalate unresolved or complex issues to Tier II support staff
• Provide timely and professional support while maintaining excellent customer service

• Assist with initial setup and configuration of endpoint devices
• Support imaging and deployment processes under supervision
• Ensure endpoint devices are connected, configured, and functioning in accordance with organizational standards
• Assist with deployment of new hardware and replacement devices

• Document support activities, resolutions, and customer interactions within the ITSM platform (Service Now preferred)
• Update asset records and assist with inventory tracking
• Contribute to internal documentation, knowledge articles, and support procedures
• Maintain accurate incident and request documentation

• Communicate clearly and professionally with end users to resolve technical issues
• Provide guidance on standard IT procedures, applications, and technology usage
• Deliver responsive, customer-focused support while maintaining professionalism
• Support users across clinical and administrative environments

• Participate in team meetings, technical training sessions, and knowledge-sharing activities
• Seek feedback and guidance to expand technical knowledge and customer service skills
• Assist other Service Desk team members with operational tasks as needed
• Support continuous learning and professional development

• Assist with special events and priority operational activities
• Support audits, access control reviews, and inventory activities
• Perform related duties as assigned

• Provide responsive and empathetic support to clinical and administrative users
• Build trust through clear communication and consistent follow-up
• Understand the importance of minimizing disruption to patient care and business operations
• Tailor support to user needs while promoting excellent customer service

• Apply structured troubleshooting techniques to resolve routine technical issues
• Identify recurring problems and communicate trends appropriately
• Escalate complex issues following established procedures
• Demonstrate persistence in resolving customer concerns

• Quickly learn new technologies, systems, and operational procedures
• Demonstrate initiative in expanding technical knowledge
• Adapt to changing technologies and healthcare workflows
• Share knowledge and lessons learned with team members

• Maintain professionalism during high-pressure situations
• Respond calmly and effectively during outages and urgent support requests
• Demonstrate patience and empathy when supporting frustrated users
• Adapt effectively in fast-paced healthcare environments

• Communicate effectively with technical and non-technical users
• Build positive relationships with customers and team members
• Navigate organizational relationships with professionalism
• Collaborate effectively across departments and support teams

• Take initiative to resolve issues promptly and efficiently
• Volunteer for assignments and follow through on commitments
• Demonstrate urgency in responding to…