IT Support Technician - Main Research

IT Operations is seeking a dedicated IT Support Technician to deliver direct and remote desktop support across the institution. The IT Support Technician ensures the stability and reliability of desktop systems and customer‑facing technologies by addressing business, process, and technical issues across a complex operational environment. MD Anderson Cancer Center is a leading institution focused on cancer care, research, education, and prevention.

The IT Support Technician plays a vital role in maintaining high‑quality technical service and efficient issue resolution. As part of a collaborative IT Operations environment, the IT Support Technician promotes strong service standards, supports institutional initiatives, and contributes to the continuous improvement of technology services across the organization.

As an IT Support Technician, you directly support the technologies that enable world‑class patient care, research, education, and operations. This role strengthens your technical expertise while offering opportunities for professional growth, certification advancement, and strong work‑life balance within a mission‑driven environment.

• Employer‑paid medical coverage starting day one for employees working 30+ hours/week, plus optional group dental, vision, life, AD&D, and disability insurance.
• Accruals for PTO and Extended Illness Bank, plus paid holidays, wellness, childcare, and other leave options.
• Tuition Assistance Program after six months of service and access to extensive wellness, fitness, and employee resource groups.
• Defined‑benefit pension through the Teachers Retirement System, voluntary retirement plans, and employer‑paid life and reduced salary protection programs.

• Provide remote and in‑person desktop support for customers across the institution.
• Troubleshoot and resolve desktop, system, and hardware issues.
• Analyze business and process problems in relation to system and department requirements.
• Execute remediation actions at the desktop and system level.
• Maintain adherence to OneIS Values:
  Integrity & Trust, Partnership, Quality.

• Complete OneIS training before the end of the fiscal year.
• Obtain and maintain Dell certifications.
• Obtain and maintain Apple ACMT certifications.
• Complete 16 hours of job‑related education annually.

• Achieve performance expectations for first‑day incident resolution percentage.
• Maintain strong second‑day service request resolution percentage.
• Reduce and monitor reopened tickets percentage.
• Follow service quality guidelines and productivity expectations.

• Participate in project assignments as needed in an operational environment.
• Maintain project flow and respond to institutional needs.

• Perform other duties as assigned in support of IT Operations.

• Required:
  
  Bachelor’s Degree

• Required:
  
  2 years in desktop, mobile computing and/or network, including problem analysis/resolution, and installation experience.
• May substitute required education degree with additional years of equivalent experience on a one‑to‑one basis.
• Preferred: 5 years experience in multi‑platform and complex hardware/software environment, IT Desktop Support hands on experience, MAC experience, ITIL Service Now experience, strong customer service mindset.
• Must be dependable with a strong work ethic, positive attitude, works well with other team members, accurate and detailed with work notes.

This is 100% onsite Monday - Friday 8:00am-5:00pm or 7:00am-4:00pm.

• CompTIA A+ Certification
• Microsoft Certified…