Technical Analyst II

The University of Texas at Austin; Austin (TX); On-site; USD 52,000 - 70,000; Full time

Job summary

The University of Texas at Austin is seeking a Technical Analyst II to provide intermediate to advanced IT support for endpoint devices and clinical software across medical and administrative settings.

Reporting to the Customer Success Manager, you will mentor junior staff, participate in go-lives, and help scale the service desk as the healthcare enterprise grows. A strong customer-service mindset is essential.

Qualifications

• Requires an Associate's Degree in Information Technology or a related field with at least 3 year(s) IT support experience, including clinical or enterprise environments.
• Proficiency in Windows 10/11, Microsoft Office 365, and Active Directory.
• Experience using ITSM tools (ServiceNow preferred) for incident, request, and change tracking.

Responsibilities

• Tier II IT support for desktops, laptops, mobile devices, printers, and peripherals in clinical and administrative areas.
• Escalation point for complex incidents within ServiceNow or equivalent ITSM platform.
• Troubleshoot Windows, MacOS, Microsoft 365, and healthcare applications.

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 Intune

SCCM

Job description

Job Posting Title: Technical Analyst II

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

Job Details

General Notes

The Service Desk Tech Analyst II provides intermediate to advanced level IT support for endpoint devices and applications across clinical and administrative environments and, in the future, a large-scale hospital setting. This role ensures day-to-day operational support and plays a key role in scaling IT service desk operations to meet the demands of a growing healthcare enterprise. Reporting to the Customer Success Manager, the Tech Analyst II serves as critical escalation point for endpoint and application support issues while mentoring Level I Tech Analysts. This position requires proficiency in endpoint troubleshooting, incident resolution, and customer service, with a particular emphasis on supporting users in clinical environments.

Responsibilities

Tier II Technical Support

• Provides Tier II support for desktops, laptops, mobile devices, printers, and peripheral technologies in clinical and administrative areas.
• Serves as an escalation point for complex incident and request resolution within ServiceNow or equivalent ITSM platform.
• Performs advanced troubleshooting of Microsoft Windows, MacOS, Microsoft 365, and commonly used healthcare applications.

Endpoint Configuration and Deployment

• Deploys and maintains endpoint hardware and software, imaging systems, and automated deployment tools (e.g., SCCM, Intune).
• Configures workstations, mobile devices, and clinical hardware to meet organizational standards.
• Ensures endpoint compliance with organizational security policies, encryption standards, and device management protocols.

Clinical Technology Support

• Supports clinical technologies including badge readers, label printers, and medical peripherals.
• Collaborates with clinical teams to troubleshoot and resolve device-related issues.
• Assists in validating and maintaining clinical hardware in patient care environments.

ITSM Workflow and Documentation

• Actively supports and optimizes ITSM workflows to improve service delivery and resolution times.
• Creates and maintains technical documentation and standard operating procedures for endpoint configurations and support workflows.
• Contributes to internal knowledge bases and documentation updates.

Asset and Inventory Management

• Assists in maintaining the CMDB and accurate asset records for lifecycle tracking.
• Conducts periodic audits and reconciles inventory data.
• Supports procurement, deployment, and decommissioning processes.

Mentorship and Collaboration

• Trains and mentors junior support staff (Level I Technicians) to build technical competencies and service quality.
• Collaborates with infrastructure and applications teams to resolve cross-functional issues.
• Participates in team meetings and contributes to process improvement initiatives.

After-Hours and On-Call Support

• Participates in on-call rotations and after-hours support as needed, especially for go-lives and critical events.
• Responds to urgent technical issues outside of standard business hours.
• Documents after-hours incidents and resolutions for continuity and reporting.

Marginal or Periodic Functions

• Assists with disaster recovery and business continuity testing.
• Supports special events and high-priority clinical operations.
• Conducts periodic audits of IT assets and access controls.
• Provides backup support for Service Desk Tech Analyst I.
• Performs related duties as required.

Knowledge/Skills/Abilities

Customer Focus

• Exceeds the expectations of internal and external customers.
• Responds empathetically and promptly to clinical staff.
• Builds trust through consistent follow-up and resolution.
• Tailors support healthcare workflows and priorities.

Problem Solving

• Uses logic and analysis to solve difficult problems with effective solutions.
• Diagnoses root causes of endpoint and application issues.
• Applies structured troubleshooting methods.
• Collaborates across teams to resolve escalated incidents.

Technical Learning

• Quickly learns new technical skills and systems.
• Adapts to new tools and platforms with minimal guidance.
• Stays current on healthcare IT trends.
• Shares technical knowledge with peers.

Composure

• Remains calm under pressure and handles stress effectively.
• Maintains professionalism during outages and go-lives.
• De-escalates frustrated users.
• Provides steady support during emergencies.

Interpersonal Savvy

• Builds effective relationships across various groups.
• Communicates clearly with clinical and administrative staff.
• Navigates organizational dynamics diplomatically.
• Builds rapport with frequent users and stakeholders.

Action Oriented

• Takes initiative and acts quickly to address issues.
• Proactively identifies and resolves problems.
• Volunteers for urgent tasks.
• Demonstrates urgency in clinical support scenarios.

Required Qualifications

• Requires an Associate's Degree in Information Technology or a related field with at least 3 year(s) of experience in IT support experience, including work in clinical or enterprise environments.
• Proficiency in Windows 10/11, Microsoft Office 365, and Active Directory.
• Experience using ITSM tools (ServiceNow preferred) for incident, request, and change tracking.
• Familiarity with endpoint security tools, patching processes, and vulnerability remediation.
• Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Bachelor's Degree in Information Technology or a related field.
• Experience in a healthcare setting supporting Epic client systems, badge access hardware, and related technologies.
• Experience with Microsoft Intune, SCCM, or other endpoint management platforms.
• Knowledge of ITIL best practices, especially incident and request fulfillment processes.
• Familiarity with identity and access management concepts in Microsoft Azure Active Directory.

Licenses, Registrations or Certifications

Required

• None

Preferred

• CompTIA A+, Network+, or Microsoft certifications.
• ITIL Foundation Certification.
• Epic application support certification.

Salary Range

$51,669 + depending on qualifications

Working Conditions

• Standard office equipment
• Repetitive use of a keyboard
• May be exposed to such occupational hazards as communicable diseases, blood borne pathogens, ionizing and non-ionizing radiation, hazardous medications and disoriented or combative patients, or others.

Required Materials

• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

Employment Eligibility

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

Retirement Plan Eligibility

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

Background Checks

A criminal history background check will be required for finalist(s) under consideration for this position.

Equal Opportunity Employer

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.

Pay Transparency

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.

Employment Eligibility Verification

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

E-Verify

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

Compliance

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act) ( ??? ) Actually the text: Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.