Service Desk Tech Analyst I
Phase2 Technology
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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
Education
Tools
Job description
Hiring Department: Dell Medical School
Position Open To: All Applicants
Weekly Scheduled Hours: 40
FLSA Status: Non-Exempt from FLSA
Earliest Start Date: Immediately
Position Duration: Expected to Continue
Location: UT MAIN CAMPUS
The Service Desk Tech Analyst I provides entry-level technical support for endpoint devices, enterprise applications, and Epic client environments across clinical and administrative operations. This role delivers first-level technical support, assists with endpoint deployment and maintenance, and provides exceptional customer service while building foundational technical skills in a healthcare environment.
- Respond to service requests and incidents involving desktops, laptops, mobile devices, printers, and Epic client applications
- Perform basic troubleshooting of Microsoft Windows, Microsoft 365, standard applications, and Epic client environments
- Escalate unresolved or complex 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
- Ensure endpoint devices are connected, configured, and functioning in accordance with organizational standards
- Assist with deployment of new hardware and replacement devices
- Document support activities, resolutions, and customer interactions within the ITSM platform (ServiceNow preferred)
- Update asset records and assist with inventory tracking
- Contribute to internal documentation, knowledge articles, and support procedures
- Maintain accurate incident and request documentation
- Communicate clearly and professionally with end users to resolve technical issues
- Provide guidance on standard IT procedures, applications, and technology usage
- Deliver responsive, customer-focused support while maintaining professionalism
- Support users across clinical and administrative environments
- Participate in team meetings, technical training sessions, and knowledge-sharing activities
- Seek feedback and guidance to expand technical knowledge and customer service skills
- Assist other Service Desk team members with operational tasks as needed
- Support continuous learning and professional development
- Assist with special events and priority operational activities
- Support audits, access control reviews, and inventory activities
- Perform related duties as assigned
- Provide responsive and empathetic support to clinical and administrative users
- Build trust through clear communication and consistent follow-up
- Understand the importance of minimizing disruption to patient care and business operations
- Tailor support to user needs while promoting excellent customer service
- Apply structured troubleshooting techniques to resolve routine technical issues
- Identify recurring problems and communicate trends appropriately
- Escalate complex issues following established procedures
- Demonstrate persistence in resolving customer concerns
- Quickly learn new technologies, systems, and operational procedures
- Demonstrate initiative in expanding technical knowledge
- Adapt to changing technologies and healthcare workflows
- Share knowledge and lessons learned with team members
- Maintain professionalism during high-pressure situations
- Respond calmly and effectively during outages and urgent support requests
- Demonstrate patience and empathy when supporting frustrated users
- Adapt effectively in fast-paced healthcare environments
- Communicate effectively with technical and non-technical users
- Build positive relationships with customers and team members
- Navigate organizational relationships with professionalism
- Collaborate effectively across departments and support teams
- Take initiative to resolve issues promptly and efficiently
- Volunteer for assignments and follow through on commitments
- Demonstrate urgency in responding to clinical support needs
- Identify opportunities to improve customer service and operational efficiency
- Associate's degree in Information Technology or a related field
- Familiarity 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
- Bachelor's degree in Information Technology or a related field
- Previous experience providing IT support or customer service
- Experience supporting Epic client applications and clinical workflows in a healthcare environment
- Exposure to healthcare information technology systems and enterprise environments
- Experience with endpoint management tools such as Microsoft SCCM and Microsoft Intune
- Knowledge of Microsoft Active Directory and Microsoft 365 administration
- Experience supporting device deployment, imaging, and endpoint lifecycle management
Required: None
Preferred:
- CompTIA A+ Certification or equivalent
- ITIL Foundation Certification (or willingness to obtain)
- Epic Application Support Certification
$42,446+ depending on qualifications
- Standard office environment and equipment
- Repetitive use of a keyboard and computer
- 100% on-site position supporting clinical and administrative operations
- May require occasional after-hours support for system upgrades, go-lives, or operational needs
- May be exposed to communicable diseases, blood borne pathogens, ionizing and non-ionizing radiation, hazardous medications, and disoriented or combative patients
The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.
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