Cardinal Health is looking for a Senior Analyst, IT Client Support to provide advanced technical support for our client and warehouse technology environments. In this role, you will handle complex technical problems, work on projects of moderate scope, and serve as a mentor to Help Desk and junior analysts.
What You'll Do
- Provide Tier 2+ support for software and hardware devices related to desktops, laptops, warehouse technologies, and peripherals.
- Demonstrate knowledge of client and warehouse hardware, software, operating systems, network configuration, server interaction, diagnostics, and troubleshooting.
- Confer with end users, technology teams, and vendors to resolve incidents and fulfill requests.
- Diagnose and resolve unique problems with hardware, software, and operating systems; determine the source and classify the level, priority, and nature of problems.
- Configure, deploy, maintain, troubleshoot, inventory, and support computer workstations, laptops, printers, mobile devices, phones, and other equipment.
- Install, remove, and configure hardware and software.
- Address user tickets within documented service levels.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Provide prompt and accurate feedback to clients and follow up to ensure their systems are functional.
- Talk clients through a series of actions via phone, email, or chat to solve technical issues, using remote desktop applications.
- Partner with end users to correlate business requirements to technology solutions.
- Prioritize and manage several open issues at one time.
- Properly escalate unresolved issues to appropriate internal teams.
What We're Looking For
- Ability to work independently or via a team collaboration process.
- Experience providing support via in-person, phone, or remote methods.
- Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.
- Ability to read, understand, and write Standard Operating Procedures (SOP).
- Excellent problem-solving, multitasking skills and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- Customer-oriented attitude.
Nice to Have
- Bachelor’s degree in related field or equivalent work experience.
- 2+ years’ experience in a related field.
- Hands-on experience with Windows/Linux/Mac OS environments.
- Proficient in Windows 7, 10, Office 365.
- Proficient with Cisco VPN technologies and troubleshooting.
- Working knowledge of Telecom technologies. Interactive Intelligence and Genesys platform experience.
- Proficient in use of Active Directory Users and Computers (ADUC).
- Familiarity with remote desktop applications and help desk software.
- Working knowledge of office automation products and computer peripherals, like printers and scanners.
- Knowledge of network security practices and anti-virus programs.
Technical Stack
- Operating Systems: Windows, Linux, Mac OS, Windows 7, Windows 10
- Software: Office 365, Remote desktop applications, Help desk software
- Infrastructure: Cisco VPN, Telecom technologies (Interactive Intelligence, Genesys platform), Active Directory Users and Computers (ADUC)
- Hardware: Office automation products, Computer peripherals (printers, scanners)
- Security: Network security practices, Anti-virus programs
Team & Environment
Serves as a mentor to Help Desk and Junior desktop analysts.
Benefits & Compensation
- Compensation: $27.00 per hour - $38.69 per hour
- Medical, dental and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before pay day with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
