Epic Support Desk Analyst I - Endpoint & IT Help

Phase2 Technology; Austin (TX); On-site; USD 38,201 - 46,690; Full time

Job summary

The University of Texas at Austin is seeking a Service Desk Tech Analyst I to provide entry-level IT support on the UT Main Campus. This role focuses on endpoint support, Epic client environments, and delivering excellent customer service within a healthcare and administrative setting.

You will handle first-level troubleshooting, assist with device setup and imaging, and document activities in the ITSM system while collaborating with the Dell Medical School team.

Qualifications

• Associate's degree in IT or related field.
• Familiarity with Windows 10/11, Microsoft 365, and basic networking concepts.
• Experience with 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 environments.
• Team-oriented, collaborative work style.

Responsibilities

• Respond to service requests and incidents for desktops, laptops, and mobile devices.
• Troubleshoot Windows, Microsoft 365, and standard applications; escalate when needed.
• Document activities in ITSM and maintain asset records.
• Provide clear, professional communication to end users.
• Support imaging, deployment, and configuration of endpoint devices.
• Assist with special events and audits as required.

Skills

Customer service

Communication

Interpersonal skills

Education

Associate's degree in Information Technology or related field

Bachelor's degree in Information Technology 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 entry-level IT support on the UT Main Campus. This role focuses on endpoint support, Epic client environments, and delivering excellent customer service within a healthcare and administrative setting.

You will handle first-level troubleshooting, assist with device setup and imaging, and document activities in the ITSM system while collaborating with the Dell Medical School team.