Analyst II IT Support (HYBRID)

Cordis•West Palm Beach, FL

1d•Hybrid

About The Position

When you join the team at Cordis, you become part of an inspiring mission to save lives, impacting millions of people and broadening access to life-saving cardiovascular and endovascular technology. As a global leader for over 60 years, we are dedicated to being the heart of innovation to transform cardiovascular care. At Cordis, we're teammates, not just employees. We embrace an empowered and one-team culture where teammates are inspired to unleash their full potential. With diverse teams on a global scale, we believe the richness of our experiences and backgrounds enhances the careers of our teammates, the service to our customers, and ultimately, the lives of our patients. If you love a challenge and are ready to have a direct, transformative and positive impact on the lives of millions, then Cordis is just the place for you. We are the people behind the people who keep saving lives. Applicants must be authorized to work in the United States without the need for current or future employer-sponsored work authorization. We are seeking a highly customer-focused IT Client Support Analyst II to provide advanced desktop and executive-level technical support in a hybrid onsite/remote environment. This role is a dedicated Tier 2 position and requires strong technical troubleshooting skills combined with excellent communication, professionalism, and discretion when supporting executive and VIP users. The position will support employees both onsite near West Palm Beach, FL (approximately 50% of the time) and remotely. The ideal candidate can resolve most end-user issues independently, provide white-glove executive support, and partner effectively with Tier 1 support and higher-level IT teams.

Requirements

Requires a minimum 3+ years of relevant experience with a Bachelors degree; or equivalent education and experience; Or an advanced degree with no previous professional experience.

Responsibilities

Provide Tier 2 (Level 2) technical support for desktops, laptops, mobile devices, and peripheral equipment.
Deliver white-glove, executive-level support with a strong emphasis on professionalism, urgency, and customer satisfaction.
Serve as an escalation point for Tier 1 support and resolve more complex end-user issues.
Troubleshoot and resolve issues related to Windows 10/11, Microsoft 365 applications, printers, and common endpoint software.
Support remote users using remote support tools and clear verbal and written communication.
Perform new hire onboarding and executive device setup, including configuration and personalization.
Assist with computer imaging, deployment, hardware refreshes, and replacements.
Support basic AV and conference room technology, including Microsoft Teams meetings and executive offices.
Respond to, document, and resolve incidents and service requests using a ticketing system (e.g., ServiceNow).
Maintain accurate documentation of issues, resolutions, and asset information.
Partner with infrastructure, security, and application teams to troubleshoot and resolve advanced issues.
Participate in onsite support rotations near the West Palm Beach location (approximately 50%).