Service Desk Tech Analyst I

About this role

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 Techn

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