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IT Support Technician
As an IT Support Technician in IT Operations, you play a critical role in keeping the institution running by ensuring our clinicians, researchers, and staff have reliable, high‑performing technology at the point of care and service. Your work directly helps enable patient care, research breakthroughs, and operational excellence in one of the world’s top cancer centers.
What’s in it for you?
- Outstanding Benefits: MD Anderson offers paid medical benefits, generous paid time off (PTO), and strong retirement plans to support your health, stability, and financial future.
- Hands‑On Technical Growth: Gain experience with complex enterprise environments, hardware/software troubleshooting, mobile and desktop support, and cross‑departmental collaboration.
- Career Advancement: Access to ongoing training, certification opportunities, and pathways to grow into advanced IT roles.
- Mission‑Driven Work: Every device you fix, every application you support, and every problem you solve helps deliver world‑class care to patients who need it most.
- Team‑Oriented Culture: Work with supportive colleagues who value service excellence, quality, and continuous improvement.
Summary
The IT Support Technician provides front‑line desktop and technical support to resolve hardware, software, and system integration issues for end users across the institution. This role analyzes business and system requirements, resolves complex technology problems, maintains accurate incident tracking, and ensures timely, customer‑focused service delivery. The technician also assists with device refreshes, provides training to co‑workers, and collaborates with other IT teams to maintain smooth operations.
Major Work Activities
Desktop Support & Issue Resolution
- Provide direct desktop support and analysis of business, process, and technical issues related to customer system requirements.
- Assist customers and departmental support personnel with resolving complex hardware, software, operating system, and integration problems across desktop, mobile, and network environments.
- Identify technical problems, determine optimal solutions, and communicate resolutions clearly to end users.
Incident Management
- Take ownership of assigned issues and ensure complete, accurate, and up‑to‑date incident tracking.
- Escalate issues to appropriate technical support teams when needed and maintain follow‑up with customers until resolution.
Training & Collaboration
- Provide on‑the‑job training to co‑workers for routine requests, troubleshooting, and coordination activities.
- Work collaboratively with IT teams and customers to ensure a high‑quality support experience.
Device Lifecycle & Refresh Support
- Perform device refresh functions, including setup, configuration, deployment, and hardware replacement.
Other Responsibilities
- Perform additional related duties as assigned to support IT Operations and customer needs.
EDUCATION
- Required: Bachelor's Degree
WORK EXPERIENCE
- 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: Healthcare IT Desktop Support hands on experience, MAC experience, must be dependable with a strong work ethic, excellent communication skills and flexible.
Work Schedule: This is onsite Monday - Friday 3:00pm-11:00pm. There are times this individual will work on weekends. Required to work on holidays like Thanksgiving and Christmas week.
The University of Texas MD Anderson Cancer Center offers excellent benefits, including medical, dental, paid time off, retirement, tuition benefits, educational opportunities, and individual and team recognition.
This position may be responsible for maintaining the security and integrity of critical infrastructure, as defined in Section 113.001(2) of the Texas Business and Commerce Code and therefore may require routine reviews and screening. The ability to satisfy and maintain all requirements necessary to ensure the continued security and integrity of such infrastructure is a condition of hire and continued employment.
It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state, or local laws unless such distinction is required by law.http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html
