Technical Analyst III, Information Technology, Dell Medical School

Job Posting Title:

Technical Analyst III, Information Technology, Dell Medical School

----

Hiring Department:

Dell Medical School

----

Position Open To:

All Applicants

----

Weekly Scheduled Hours:

40

----

FLSA Status:

Exempt

----

Earliest Start Date:

Immediately

----

Position Duration:

Expected to Continue

----

Location:

UT MAIN CAMPUS

----

Job Details:

General Notes

Must be able to work demanding hours when required.  Includes nights, weekends and holidays. Must be available for 24x7 support as assigned. Hours will be discussed during interview.

Dell Medical School at UT Austin offers a benefits package including, but not limited to:

• Basic insurance coverage package is 100% employer paid for full-time employees.

• Optional medical insurance for employees' dependents is up to 50% employer paid for full-time employees.

• Flexible spending account (FSA) options for medical and childcare expenses.

• Paid vacation time off.

• Paid holiday time off.

• Paid sick time off.

• Teachers Retirement System of Texas (TRS).

• Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b).

For more details, please see: https://hr.utexas.edu/prospective/benefits and https://hr.utexas.edu/current/services/my-total-rewards

Purpose

Under direct to general supervision of the IT Customer Success Manager, the Technical Analyst III is responsible for installing, configuring, maintaining, upgrading, and supporting IT systems that meet Dell Medical School business requirements. The Technical Analyst III will spend most of their time working in a variety of complex technical environments. You will develop and implement project work plans for a wide range of customers and solutions. You will work to troubleshoot, diagnose and resolve challenging technical problems. You will interact regularly with customers that have a wide range of technical understanding.

Responsibilities

• Provide expert desktop support and technical assistance using strong interpersonal and customer service skills for medical providers, faculty, and staff by answering questions and resolving computer hardware/software problems in person, via telephone, or remote support tool. Successfully troubleshoots complex hardware and software problems independently.

• Log and track incidents/request via Service Now. Maintains documentation for each incident or request and escalates complex problems to the next level of support. Responsible for writing documentation in a clear, concise manner, adhering to standards.

• Install, troubleshoot/repair hardware and software per ITS standards and guidelines, including but not limited to standard applications, drivers, terminals, computers, printers, cabling, AV components and related software products.

• Analyze and provide hands-on support for advanced to complex inquiries. Collaborate with the appropriate technical group or vendor to resolve issues as needed.

• Assist with maintaining automated processes of managed devices using Active Directory, Group Policy, SCCM, JAMF, AirWatch, VMware and future implemented endpoint management tools.

• Assist with support request that are escalated from entry and intermediate level positions. Escalation of Tier 2-3 incidents to resolution.

• Manage computer objects, user account permissions and group policy within Active Directory.

• Assign service requests and/or projects to team members as directed by the team manager.

• Assist with diagnoses of network hardware and performance issues.

• Maintain inventory database of standard software and hardware assets, and manage warranty and service agreement information.

• Manage templates and configure settings via group policies.

• Build packages, task sequences, and automation scripts.

• Enforce and maintain a standard of deployed hardware and configured software to utilize automation, scripting, and client management platforms, reviewing regularly to meet evolving business and security needs.

• Form productive relationships with internal customers by listening, clarifying, and responding effectively.

• Conduct routine hardware and software audits of systems to ensure compliance with established policies, and configuration guidelines.

• Recommend process changes that improve the implementation, maintenance and support of equipment and software.

• Mentor junior staff and works to develop the collective team towards more mature processes and technology discipline.

• Administer and monitor the performance of assigned