Entry-Level IT Support Analyst — Service Desk & Epic

University of Texas; Utah; On-site; USD 38,000 - 47,000; Full time

Job summary

The University of Texas at Austin is seeking a Service Desk Tech Analyst I to provide front-line technical support for endpoint devices, enterprise applications, and Epic client environments across clinical and administrative operations on UT Austin's campus.

You will handle basic troubleshooting, device setup, and documentation while delivering excellent customer service and collaborating with a multidisciplinary IT team in a healthcare setting.

Qualifications

• Associate’s degree in Information Technology or a related field.
• Experience with Microsoft Windows 10/11, Microsoft 365, and basic networking concepts.
• Experience with IT Service Management (ITSM) tools, preferably ServiceNow, for incident, request, and change management.
• Basic knowledge of endpoint devices, desktop support, and enterprise technology environments.
• Strong customer service, communication, and interpersonal skills.
• Ability to troubleshoot routine hardware, software, and application issues.
• Ability to support Epic client applications and healthcare technology environments.
• Ability to work collaboratively in a fast-paced, team-oriented environment.
• Relevant education and experience may be substituted as appropriate.

Responsibilities

• Front-Line Technical Support for desktops, laptops, mobile devices, printers, and Epic client applications.
• Perform basic troubleshooting of Windows, Microsoft 365, and Epic environments.
• Escalate unresolved 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.
• Document support activities and resolutions in the ITSM platform (ServiceNow preferred).
• Maintain accurate incident and request documentation.
• Communicate clearly with end users to resolve technical issues.
• Participate in team meetings and knowledge-sharing activities.
• Assist with audits, access control reviews, and inventory activities.

Skills

Customer focus

Problem solving

Technical learning

Composure

Interpersonal savvy

Action oriented

Education

Associate’s degree in IT or related field

Bachelor’s degree in IT or related field

Tools

ServiceNow

Microsoft SCCM

Microsoft Intune

Active Directory

Microsoft 365 administration

Job description

The University of Texas at Austin is seeking a Service Desk Tech Analyst I to provide front-line technical support for endpoint devices, enterprise applications, and Epic client environments across clinical and administrative operations on UT Austin's campus.

You will handle basic troubleshooting, device setup, and documentation while delivering excellent customer service and collaborating with a multidisciplinary IT team in a healthcare setting.