Senior Service Desk Tech Lead - Clinical & Epic

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

Job summary

The University of Texas at Austin seeks a Service Desk Tech Analyst III to provide advanced IT support for endpoints and Epic client environments in a 100% on-site role in Austin, TX. The position partners with clinical and technical teams to ensure reliable, high-quality IT support across the organization.

You will lead complex troubleshooting, deployment strategies, and mentorship for Service Desk staff while supporting go-lives, outages, and critical incidents with a focus on patient care and

Qualifications

• Associate degree in IT or related field required.
• 5+ years IT support experience in clinical or enterprise environments.
• Experience with Windows, M365, SCCM, Intune, and ITSM platforms (prefer ServiceNow).
• Experience with Epic client applications and clinical computing environments.
• Strong troubleshooting and root cause analysis skills.

Responsibilities

• Tier III technical support; final escalation point for complex issues.
• Design and implement endpoint deployment strategies; ensure HIPAA compliance.
• Oversee clinical peripherals and Epic environments; improve reliability.
• Lead ITSM workflows, documentation, and process improvements.
• Mentor Level I/II staff and lead after-hours go-lives and incidents.

Skills

Customer focus

Problem solving

Technical learning

Composure

Interpersonal savvy

Action oriented

Education

Associate’s degree in IT or related field

Bachelor’s degree preferred

Tools

Windows 10/11

Microsoft 365

SCCM

Intune

ITSM / ServiceNow

Epic client applications

Job description

The University of Texas at Austin seeks a Service Desk Tech Analyst III to provide advanced IT support for endpoints and Epic client environments in a 100% on-site role in Austin, TX. The position partners with clinical and technical teams to ensure reliable, high-quality IT support across the organization.

You will lead complex troubleshooting, deployment strategies, and mentorship for Service Desk staff while supporting go-lives, outages, and critical incidents with a focus on patient care and