Technical Analyst II

Summary

The University of Texas at Austin is seeking a Technical Analyst II to support IT operations for clinical and administrative environments within Dell Medical School. The role provides Tier II endpoint and application support, resolves escalated incidents, manages device deployment and compliance, supports clinical technologies, maintains ITSM documentation and asset records, and mentors junior technicians.

Responsibilities

• 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

Skills

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

Qualifications

Must Haves

• 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

Nice to Haves

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

Benefits

• Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.