ServiceDeskTechAnalystIII

**Job Posting Title:** Service Desk Tech Analyst III **\----** **Hiring Department:** Dell Medical School **\----** **Position Open To:** All Applicants **\----** **Weekly Scheduled Hours:** 40 **\----** **FLSA Status:** Exempt from FLSA **\----** **Earliest Start Date:** Immediately **\----** **Position Duration:** Expected to Continue **\----** **Location:** AUSTIN, TX **\----** **Job Details:** ## Purpose The Service Desk Tech Analyst III provides advanced IT support for endpoint devices and applications across clinical and enterprise environments, and in the future, a large-scale hospital setting. This role leads complex troubleshooting efforts, oversees deployment strategies, and contributes to the development of scalable service desk operations for a growing healthcare enterprise. Reporting to the Customer Success Manager, the Tech Analyst III serves as the final escalation point for endpoint and application support issues and mentors Level I and II Tech Analysts. This position requires expert-level technical skills in endpoint management, incident resolution, and customer service, with deep experience supporting users in clinical environments and driving continuous improvement across IT support functions. ## Responsibilities **Tier III Technical Support** * Resolves the most complex technical issues involving hardware, software, and networked systems. * Serves as final escalation point for Tier I and II support staff on high-impact endpoint and application support issues. * Performs deep diagnostics and root cause analysis across platforms and systems. * Coordinates resolution efforts with infrastructure, security, and application teams. **Endpoint Strategy and Deployment** * Designs and implements endpoint deployment strategies using SCCM, Intune, and imaging tools. * Ensures endpoint configurations adhere to enterprise standards and maintain compliance with HIPAA regulations. * Evaluates new technologies for integration into support workflows. **Clinical Te