Technical Analyst II Full-time

Technical Analyst II

The Office of Information Technology at the Dell Medical School is looking for a Technical Analyst II. Must be able to work demanding hours when required. Includes nights, weekends and holidays. Must be available for 24×7 support as assigned. Hours will be discussed during interview.

Under direct supervision of the IT Operations Manager, responsible for installing, configuring, maintaining, upgrading, and supporting IT systems that meet Dell Medical School business requirements. The Technical Analyst II supports Dell Medical School equipment, and is the key technical resource responding to end user desktop incidents and requests reported to the Service Desk. Problems beyond the scope of their ability or responsibility are communicated in a timely manner to senior-level support personnel. The Technical Analyst II adheres to and supports Dell Medical School policies and procedures, and recommends process changes that improve the implementation, maintenance and support of IT equipment, A/V equipment and supported software within the clinical, education, research and faculty/staff workspaces.

Responsibilities include:

• Providing advanced 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 utilizing a remote support tool.
• Installing, troubleshooting/repairing 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.
• Analyzing and providing hands-on support for moderate to advanced inquiries. Determining appropriate technical area or vendor to resolve the problem and coordinating with other technical areas as needed.
• Analyzing and providing hands-on support for requested clinical software and hardware managed by the Customer Success Team. Determining appropriate technical area or vendor in collaboration with Clinical Engineers to resolve issues.
• Effectively working with customers, Service Desk and Technical Services personnel.
• Forms productive relationships with internal customers by listening, clarifying, and responding effectively.
• Maintains documentation for each incident or request, and escalates complex problems to the next level of support. Logs and tracks incidents/request via Service Now.
• Performs preventative maintenance.
• Aids and trains users on school technology.
• Coordinates front line support of Audio/Visual equipment including video conferencing, video capturing and other technologies. Identifies and documents faults and failures within complex Audio/Visual systems.
• Mentors junior staff and works to develop the collective team towards more mature processes and technology discipline.
• Recommends process changes that improve the implementation, maintenance and support of ITS desktop equipment and software.
• Administers and monitors the performance of assigned discipline technologies, performing required maintenance and upgrades as appropriate.
• Successfully troubleshoots advanced applications problems independently.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• Other duties as required to meet organizational goals and objectives.
• Other related duties as assigned.

Required qualifications include a high school diploma/GED and 2 years of relevant experience or an associate's degree in a CS related field and one year of experience. Basic certification in A+ and Microsoft Products. Working technical knowledge of network protocols, operating systems, and standards.

Preferred qualifications include CompTIA A+ and Network+ certifications, Apple Certified Support Professional, and a bachelor's degree in either Computer Science, Information Systems or a healthcare related field.

Salary is $52,000+ depending on qualifications.

Working conditions may include working in all weather conditions, around standard office conditions, around chemicals, around electrical and mechanical hazards, repetitive use of a keyboard at a workstation, use of manual dexterity, climbing of stairs and ladders, lifting and moving, occasional weekend, overtime and evening work to meet deadlines, occasional interstate, intrastate and international travel, and field work as necessary.