Technical Analyst II
University of Texas
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Job summary
The Technical Analyst II position at the University of Texas at Austin (Dell Medical School) provides intermediate to advanced IT support for endpoint devices and healthcare applications across clinical and administrative environments. The role reports to the Customer Success Manager and focuses on tier II incident resolution, deployment, and knowledge base development.
Responsibilities include on-site and remote assistance, mentoring Level I Technicians, and contributing to ITSM workflows.
Qualifications
- Requires an Associate's Degree in Information Technology or a related field with at least 3 year(s) of IT support experience 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.
Responsibilities
- Tier II support for desktops, laptops, mobile devices, printers, and clinical/administrative peripherals.
- Escalation point for complex incidents and requests in ServiceNow or equivalent ITSM platform.
- Deploys and maintains endpoint hardware/software and imaging systems.
Skills
Education
Tools
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Remains calm under pressure and handles stress effectively. Maintains professionalism during outages and go-lives. De-escalates frustrated users. Provides steady support during emergencies.
Builds effective relationships across various groups. Communicates clearly with clinical and administrative staff. Navigates organizational dynamics diplomatically. Builds rapport with frequent users and stakeholders.
Takes initiative and acts quickly to address issues. Proactively identifies and resolves problems. Volunteers for urgent tasks. Demonstrates urgency in clinical support scenarios.
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.
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.
Required: None Preferred: CompTIA A+, Network+, or Microsoft certifications. ITIL Foundation Certification. Epic application support certification.
$51,669 + depending on qualifications
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.
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.
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.
A criminal history background check will be required for finalist(s) under consideration for this position.
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.
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.
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.
The University of Texas at Austin use E‑Verify to check the work authorization of all new hires effective May2015. 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
Employees may be required to report violations of law under TitleIX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (CleryAct) (Clery Act). If this position is identified a Campus Security Authority (CleryAct), you will be notified and provided resources for reporting. Responsible employees under TitleIX 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, UTA2.206, Austin, Texas78701.
At The University of Texas at Austin, tradition meets innovation in the heart of a city that frequents lists of the best places to live and work. Named by Forbes as one of America's Best Large Employers for the sixth year in a row in 2025, UT offers both a dynamic work environment and a gateway to vibrant local culture. Whether you're at the forefront of the student experience, conducting world-changing research or supporting the engine that drives Texas’ flagship university, working at UT means making a lasting impact on our city, our state and our world. Our more than 20,000 faculty and staff empower 55,000+ students to challenge ideas, pursue passions and shape their futures. Joining UT, you’ll become part of a community dedicated to making a meaningful impact on campus and throughout the world. Looking for a student job? Please see our Student Employment site.
Email comments to hrsc@austin.utexas.edu. For questions or concerns regarding equal opportunity only, contact Equal Opportunity Services. Additional information for applicants can be found on the Human Resources web page: Applying for Employment. For more job information, call the Human Resource Service Center at (512)471‑4772, or toll-free at (800)687‑4178. UT Austin is a Tobacco-free Campus
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