Analista Sr de Soporte Tecnico

What IT Client Services 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 and collaboration toolsets, and addresses service outages. This job family acquires, installs and upgrades PC components and software, while also performing asset management for software and hardware.

Accountabilities

• Provides advanced Tier 2 and Tier 3 onsite and remote technical support for end-user hardware, software, mobile devices, printers, conference room technology, warehouse technology, and enterprise applications.
• Diagnoses and resolves complex incidents and service requests, performs root cause analysis, and escalates critical issues to specialized infrastructure, network, security, or application teams when required.
• Installs, configures, upgrades, and supports laptops, desktops, peripherals, operating systems, approved software, collaboration tools, and virtual desktop environments in accordance with company standards.
• Supports site technology operations, including network connectivity, wireless access, servers, shared devices, meeting rooms, production or warehouse technology, and business continuity activities.
• Owns assigned incidents and requests through completion, provides timely status updates, documents troubleshooting actions, and ensures service-level expectations and customer satisfaction are met.
• Coordinates with internal IT teams, business partners, vendors, and external service providers to restore service, implement solutions, and support planned maintenance or technology deployments.
• Maintains accurate hardware and software asset records, supports inventory controls, device lifecycle activities, equipment refreshes, secure disposal, and license compliance.
• Creates and maintains technical documentation, standard operating procedures, knowledge articles, and user guides to improve support consistency and prevent recurring issues.
• Provides technical guidance, training, and knowledge transfer to end users and less-experienced support team members; may assist with onboarding and workstation setup for new employees.
• Participates in site and regional IT projects, technology rollouts, system upgrades, office moves, audits, security remediation, disaster recovery testing, and continuous improvement initiatives.
• Identifies trends and recurring problems, recommends preventive actions, and uses service data and customer feedback to improve processes, reliability, and the end-user experience.
• Adheres to information security, data privacy, change management, quality, safety, and regulatory requirements applicable to Cardinal Health and the local site.

Qualifications

• 3-5 years of experience providing technical support in a corporate, manufacturing, distribution, warehouse, or similarly complex environment; experience supporting multiple technologies and business functions is preferred.
• Bachelor's degree in Computer Science, Information Technology, Systems Engineering, or a related field, or equivalent combination of education and relevant experience.
• Advanced fluency in English and Spanish is required, including the ability to communicate technical information clearly with local and regional users and IT partners.
• Strong knowledge of Windows operating systems, Microsoft 365, Active Directory or equivalent identity tools, endpoint management, remote support tools, collaboration platforms, and common enterprise applications.
• Demonstrated experience troubleshooting PCs, laptops, peripherals, printers, mobile devices, network connectivity, wireless access, conference room technology, and related end-user equipment.
• Working knowledge of IT service management practices, ticketing systems, incident and problem management, change control, asset management, and service-level expectations; ITIL knowledge is preferred.
• Ability to prioritize multiple requests, work independently with limited supervision, and respond effectively to urgent incidents or service outages in a fast-paced environment.
• Strong analytical, customer service, documentation, collaboration, and communication skills, with the ability to explain technical concepts to non-technical users.
• Availability to provide onsite support and occasional after-hours, weekend, or on-call coverage based on business and site needs.
• Relevant technical certifications such as CompTIA A+, Network+, Microsoft, Cisco, or ITIL are 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 and may receive more detailed instruction on new projects
• Work is reviewed for sound reasoning, technical accuracy, and alignment with established standards

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day.