Job Information
UNIVERSITY OF TEXAS AT AUSTIN Service Desk Tech Analyst III in Austin, Texas
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 Technology Leadership Oversees support for clinical peripherals and specialized hardware.Partners with clinical stakeholders to improve device reliability and performance.Leads validation efforts for new clinical technologies.ITSM and Process Improvement Leads initiatives to enhance ITSM workflows and service delivery metrics.Develops and maintains advanced documentation and standard operating procedures.Trains staff on ITIL best practices and service desk proceduresMentorship and Team Development Provides technical leadership and mentorship to Level I and II analysts.Facilitates training sessions and knowledge sharing.Supports onboarding and skill development programs.Strategic Support and On-Call Leadership Leads after-hours support for go-lives and critical events.Coordinates response efforts during outages and emergencies.Documents and analyzes incident trends for continuous improvement.Marginal or Periodic Functions: Assists with disaster recovery and business continuity planning.Supports high-priority clinical operations and go-live events.Performs related duties as required.KNOWLEDGE/SKILLS/ABILITIESCustomer FocusBuilds strong relationships with clinical and administrative stakeholders.Anticipates user needs and proactively addresses concerns.Ensures minimal disruption to patient care and operations.Delivers high-touch support in critical scenarios.Problem SolvingApplies advanced diagnostic techniques and structured methodologies.Identifies systemic issues and drives resolution across teams.Develops tools and scripts to streamline troubleshooting.Leads post-incident reviews and continuous improvement efforts.Technical LearningStays current on emerging technologies and healthcare IT trends.Pursues certifications and advanced training.Shares expertise through documentation and mentoring.Evaluates and pilots new tools and platforms.ComposureMaintains professionalism during outages, escalations, and emergencies.Leads calmly through high-pressure clinical events.Coaches others on managing stress and user expectations.Demonstrates resilience and adaptability.Interpersonal SavvyCommunicates effectively across technical and non-technical audiences.Builds trust and credibility with leadership and peers.Navigates complex organizational dynamics with diplomacy.Facilitates cross-functional collaboration.Action OrientedTakes ownership of high-impact issues and projects.Drives initiatives to improve service desk operations.Responds rapidly to urgent clinical support needs.