Clinical IT Support Analyst II

Dell Medical School; Austin (TX); On-site; USD 47,000 - 57,000; Full time

Job summary

Dell Medical School is seeking a Service Desk Tech Analyst II to provide intermediate to advanced IT support for endpoints and healthcare apps in clinical and administrative environments. You will escalate issues, help scale service desk operations, and mentor Level I technicians, with emphasis on clinical user support.

Responsibilities span desktop/laptop/mobile, imaging, SCCM/Intune deployment, endpoint security, and ITSM workflow optimization; you’ll document procedures and collaborate with

Qualifications

• Requires an Associate’s Degree in Information Technology or a related field with at least 3 year(s) of IT support experience.
• Proficiency in Windows 10/11, Microsoft Office 365, and Active Directory.
• Experience using ITSM tools (ServiceNow 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.

Responsibilities

• Tier II Technical Support for desktops, laptops, mobile devices, printers, and peripherals in clinical/admin areas.
• Escalation point for complex incidents within ServiceNow or similar ITSM platform.
• Performs advanced troubleshooting of Windows, MacOS, Microsoft 365, and healthcare apps.
• Deploys and maintains endpoint hardware/software, imaging systems, and deployment tools (SCCM, Intune).
• Configures workstations, mobile devices, and clinical hardware to meet organizational standards.
• Ensures endpoint security and device management policy compliance.
• Supports clinical technologies including badge readers and medical peripherals.
• Creates and maintains technical documentation and SOPs.
• Assists in CMDB, assets audits, procurement and decommissioning.
• Mentors junior staff and collaborates across teams.
• Participates in on-call rotations and after-hours support.
• Assists with disaster recovery and business continuity testing.

Skills

Windows 10/11

Microsoft Office 365

Active Directory

Education

Associate Degree in Information Technology or related field

Bachelor’s Degree in Information Technology or related field

Tools

ServiceNow

Intune

SCCM

Job description

Dell Medical School is seeking a Service Desk Tech Analyst II to provide intermediate to advanced IT support for endpoints and healthcare apps in clinical and administrative environments. You will escalate issues, help scale service desk operations, and mentor Level I technicians, with emphasis on clinical user support.

Responsibilities span desktop/laptop/mobile, imaging, SCCM/Intune deployment, endpoint security, and ITSM workflow optimization; you’ll document procedures and collaborate with