Service Desk Tech Analyst I

Job Posting Title:

Service Desk Tech Analyst I ----

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 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.

Important Employment Information

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.

Purpose

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.

Responsibilities

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

Required Qualifications

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.

Preferred Qualifications

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

None

Preferred

CompTIA A+ Certification or equivalent

ITIL Foundation Certification (or willingness to obtain)

Epic Application Support Certification

Salary Range

$42,446+ depending on qualifications

Working Conditions

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

Required Materials

Resume/CV

3 work references with their contact information; at least one reference should be from a supervisor