Technical Analyst II

** Job Posting

Title:

** Technical Analyst II**---
- **** 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**---
- **** Job Details:**#
** General Notes
** 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.# #
** Responsibilities
* *** 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 Managemen
** t* 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.  
** Marginal or Periodic Functions
*** Assists with disaster recovery and business continuity testing.
* Supports special events and high-priority clinical operations.
* Conducts periodic audits of IT assets and access controls.
* Provides backup support for Service Desk Tech Analyst I.
* Performs related duties as required.  ##
** Knowledge/Skills/Abilities
**** Customer Focus
*** Exceeds the expectations of internal and external customers.
* Responds empathetically and promptly to clinical staff.
* Builds trust through consistent follow-up and resolution.
* Tailors support healthcare workflows and priorities.  
** Problem Solving
*** Uses logic and analysis to solve difficult problems with effective solutions.
* Diagnoses root causes of endpoint and application issues.
* Applies structured troubleshooting methods.
* Collaborates across teams to resolve escalated incidents.  
** Technical Learning
*** Quickly learns new technical skills and systems.
* Adapts to new tools and platforms with…