Senior Analyst, IT Client Services

Responsibilities

• Demonstrates knowledge of client and warehouse hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting.
• Confers 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 of problems and classify their level, priority and nature.
• Configure, deploy, maintain, troubleshoot, inventory and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Installs/removes/configures 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 with clients to ensure their systems are functional
• 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.
• Partners with end users to correlate business requirements to technology solutions (strong business acumen).
• Prioritize and manage several open issues at one time
• Properly escalate unresolved issues to appropriate internal teams
• Individual will have a primary support role. This includes after hour and weekend support as needed.
• Periodic travel to support business initiatives is required.

Requirements

• Two-year degree in related field or equivalent work experience, preferred
• 2+ years' experience in related field, preferred
• Experience supporting multi-platform environments including the following: Windows10, Windows 11, Citrix Environment, Microsoft W365, AWS desktops, Android, SOTI, preferred.
• Detailed knowledge of PC hardware, operating systems, network configuration, server interaction, diagnostics and troubleshooting, preferred
• Working knowledge of hardware, hardware build, configuration, compatibility, upgrades, diagnostics and troubleshooting, and desktop-based security methodologies, preferred
• Working knowledge of configuration and troubleshooting of warehouse technologies such as laser printers, Zebra printers, wearable/handheld terminals, and IWD/RF scanners, preferred
• Understanding of basic network topology, Ethernet, Wireless and TCP/IP protocol.
• Proactive, innovative, and creative in meeting customer and enterprise needs.
• Strong analytical, problem solving, organizational, and planning skills.
• Understanding of project management theory and team dynamics.
• Work well both independently and as a member of a high-performing team.
• Excellent verbal and written communication skills.
• Experience in a warehouse environment, preferred.
• What is expected of you and others at this level
• Applies working knowledge in the application of concepts, principles, and technical capabilities to perform varied tasks
• Works on projects of moderate scope and complexity
• Identifies possible solutions to a variety of technical problems and takes actions to resolve
• Applies judgment within defined parameters
• Receives general guidance may receive more detailed instruction on new projects
• Work reviewed for sound reasoning and accuracy
• Anticipated hourly range: $27.40 - $39.30
• Bonus eligible: No
• Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.
• Medical, dental and vision coverage
• Paid time off plan
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Benefits

Additional Information

What IT Client Support contributes to Cardinal Health Information Technology oversees the effective development, delivery, and operation of computing and information services. This function anticipates, plans, and delivers Information Technology solutions and strategies that enable operations and drive business value. IT Client Services provides Tier 1-3 virtual and physical support to the organization's end users for software, hardware, conference room technology and meeting support, warehouse technology, server, network, and enterprise systems issues. Frequently responding to escalated issues from the IT Service Center family, this job family resolves user requests through discussions with users and coordination with internal and external resources and provides education and trainings to users to facilitate knowledge transfer and prevent problem reoccurrence. IT Client Services also maintains ownership for certain end user productivity platforms and capabilities, such as virtual environments, collaboration toolsets, warehouse device management and addresses service outages. This job family acquires, installs and upgrades PC components, warehouse technology, and software, while also performing asset management for software and hardware. This is an on-site position, centralized at our Overland Park, KS Medical Distribution Center supporting multiple Overland Park/Kansas City area facilities.

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