Job Posting Title:
Service Desk Tech Analyst I
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Hiring Department:
Dell Medical School
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Position Open To:
All Applicants
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Weekly Scheduled Hours:
40
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FLSA Status:
Non-Exempt from FLSA
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Earliest Start Date:
Immediately
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Position Duration:
Expected to Continue
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Location:
UT MAIN CAMPUS
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Job Details:
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.
This position is not eligible for employer-sponsored work authorization. Applicants requiring current or future visa sponsorship are not eligible for employment in this position.
The Service Desk Tech Analyst I provides front-line technical support for endpoint devices and applications across clinical and administrative environments. This role resolves routine technical issues, assists with device setup and maintenance, supports Epic client environments, and delivers outstanding customer service while developing foundational skills in enterprise healthcare IT.
Front-Line Technical Support
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
Device Setup and Configuration
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
Documentation and Ticketing
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
Customer Service and Communication
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
Team Support and Development
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
Marginal or Periodic Functions
Assist with special events and priority operational activities
Support audits, access control reviews, and inventory activities
Perform related duties as assigned
Knowledge, Skills, and Abilities
Customer Focus
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
Problem Solving
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
Technical Learning
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
Composure
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
Interpersonal Savvy
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
Action Oriented
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
Relevant education and experience may be substituted as appropriate.
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
Licenses/Registrations/Certifications
Required
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
Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you may upload multiple files. Before submitting your online job application, ensure that all Required Materials have been uploaded. Once your application has been submitted, you cannot make changes.
Important for Current University employees and contingent workers: As a current university employee or contingent worker, you must apply within Workday by searching Find UT Jobs. Log in to Workday, navigate to your Worker Profile, click the Career link in the left-hand navigation menu, and update your Professional Profile before applying. This information will populate your application. You will also be prompted to upload your resume and respond to the application questions to upload any additional Required Materials noted above.
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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.
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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.
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Background Checks:
A criminal history background check will be required for finalist(s) under consideration for this position.
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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.
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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.
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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.
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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:
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E-Verify Poster (English and Spanish) [PDF]
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Right to Work Poster (English) [PDF]
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Right to Work Poster (Spanish) [PDF]
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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). 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.
