Technical Analyst – IT Solutions

Must have:

• High School Diploma/GED with 2 years of relevant experience or an Associate’s Degree in a Computer Science related field with one year of experience
• Basic certification in A+ and Microsoft Products
• Proficient technical understanding of network protocols, operating systems, and industry standards
• Relevant education and experience may be considered as substitutes
• CompTIA A+ and Network certifications are preferred
• Apple Certified Support Professional is a plus
• Bachelors Degree in Computer Science, Information Systems, or a healthcare related field is preferred

• Provide comprehensive desktop support and technical aid, utilizing strong interpersonal and customer service abilities, for medical providers, faculty, and staff – Address inquiries and resolve hardware/software issues in person, via phone, or through remote support tools – Install, troubleshoot, and repair hardware and software in accordance with ITS standards – Analyze and deliver hands-on assistance for moderate to advanced technical queries – Identify the correct technical area or vendor for issue resolution and collaborate as necessary – Support requests for clinical software and hardware, liaising with Clinical Engineers to resolve problems – Foster productive relationships with internal clients through active listening and effective communication – Maintain documentation for incidents or requests and escalate complex issues to higher-level support when needed – Log and monitor incidents/requests using Service Now – Conduct preventative maintenance and provide guidance and training on school technologies – Coordinate front-line support for Audio/Visual equipment including video conferencing and capturing technologies – Identify and document faults within complex Audio/Visual systems – Mentor junior staff and contribute to enhancing team processes and technology discipline – Propose improvements for the implementation, maintenance, and support of ITS desktop equipment and software – Manage and monitor the performance of assigned technologies, executing necessary maintenance and upgrades – Independently troubleshoot advanced application problems effectively – Uphold confidentiality regarding patient care and employee information – Perform any other duties as required to achieve organizational objectives

We are the Office of Information Technology at the Dell Medical School, seeking a Technical Analyst II to join our team. This role requires dedication, as it may involve demanding hours, including nights, weekends, and holidays, to provide 24×7 support as necessary. We pride ourselves on meeting the IT needs of the Dell Medical School by installing, configuring, maintaining, and supporting our IT systems.

As part of our team, you will be instrumental in addressing end-user incidents and requests, contributing to a dynamic environment. This position offers the opportunity for growth, mentorship, and the chance to implement process improvements that enhance our IT services.