Senior Service Desk Tech Analyst – Epic & Endpoint

The University of Texas at Austin; Austin (TX); On-site; USD 56,235 - 68,732; Full time

Job summary

The University of Texas at Austin's Dell Medical School is seeking a Service Desk Tech Analyst III to provide advanced technical support for endpoint devices, enterprise applications, and Epic client environments across clinical and enterprise operations. This role is the highest escalation point for endpoint and application issues and partners with clinical and technical teams to improve service delivery.

Located in Austin, this 40-hour on-site role emphasizes HIPAA compliance, ITSM

Qualifications

• Associate degree in IT or related field required.
• Minimum five years IT support in clinical or enterprise settings.
• Experience with Epic client applications and clinical computing environments.
• Strong troubleshooting and communication skills.
• Knowledge of HIPAA compliance and endpoint management.

Responsibilities

• Provide Tier III technical support for endpoints, apps, and Epic environments.
• Serve as final escalation point for Level I/II staff.
• Design endpoint deployment strategies using SCCM and Intune.
• Lead ITSM initiatives and maintain SOPs.
• Mentor Service Desk staff and lead after-hours on-call support.

Skills

Customer Focus

Problem Solving

Technical Learning

Composure

Interpersonal Savvy

Action Oriented

Education

Associate’s degree in Information Technology

Bachelor’s degree preferred in IT or related field

Tools

Windows 10/11

Microsoft 365

SCCM

Intune

ITSM (ServiceNow)

Epic client environments

Job description

The University of Texas at Austin's Dell Medical School is seeking a Service Desk Tech Analyst III to provide advanced technical support for endpoint devices, enterprise applications, and Epic client environments across clinical and enterprise operations. This role is the highest escalation point for endpoint and application issues and partners with clinical and technical teams to improve service delivery.

Located in Austin, this 40-hour on-site role emphasizes HIPAA compliance, ITSM