ServiceDeskTechAnalystII

**Job Posting Title:** Service Desk Tech 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:** AUSTIN, TX **\----** **Job Details:** ## Purpose 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. ## Responsibilites **Tier II Technical Support** * 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. **Endpoint Configuration and Deployment** * 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. **Clinica