(While navigating through the site, please be sure to disable your pop-up blocker.)
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.
Ideal candidates for the IT Support Technician role bring foundational experience in desktop support, customer service, and technical troubleshooting. Preferred qualifications include exposure to enterprise-level support environments, familiarity with Dell and Apple hardware, and an interest in earning or maintaining relevant industry certifications.
Minimum $32.93 – Midpoint $41.11 – Maximum $49.28
The typical work schedule is Monday – Friday, 8:00am–5:00pm or 7:00am–4:00pm.
Work Location: Main Hospital
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.
Responsibilities
Core Technical Support
• 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.
Training & Professional Development
• 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.
Incident & Request Management
• 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.
Project Participation
• Participate in project assignments as needed in an operational environment.
• Maintain project flow and respond to institutional needs.
Additional Responsibilities
• Perform other duties as assigned in support of IT Operations.
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.
must be dependable with a strong work ethic, positive attitude, works well with other team members, accurate and detailed with work notes.
Work Schedule: This is 100% onsite Monday - Friday 8:00am-5:00pm or 7:00am-4:00pm.
Preferred Certification: CompTIA A+ Certification, Microsoft Certified Professional, Apple Certified Macintosh Technician
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
