Senior Analyst, IT Client Services

Cardinal Health•Champlin, MN

3d•Onsite

About The Position

Cardinal Health IT Client Services provides Tier 1–3 virtual and physical support to end users for software, hardware, conference room technology and meeting support, warehouse technology, servers, networks, and enterprise systems. The team resolves user requests, including escalated issues, by working with users and coordinating with internal and external resources. It also provides user education and training, maintains ownership of selected end-user productivity platforms and capabilities, and addresses service outages. The function also acquires, installs, upgrades, and manages end-user hardware and software assets. This on-site role is based at Cardinal Health’s Champlin, Minnesota Medical Distribution Center and supports multiple locations in the Minneapolis–St. Paul area, including travel to Wabasha, Minnesota. The Senior Analyst has a primary support role, including after-hours and weekend support as needed, and periodic travel to support business initiatives.

Requirements

Two-year degree in a related field or equivalent work experience is preferred.
Four or more years of experience in a related field is preferred.
Ability and willingness to travel up to 25% to other facilities as needed.
The role requires an on-site presence at the Champlin, Minnesota Medical Distribution Center.

Nice To Haves

Experience supporting multi-platform environments, including Windows 10, Windows 11, Microsoft W365, MS Entra, Android, and SOTI.
Detailed knowledge of PC hardware, operating systems, network configuration, server interaction, diagnostics, and troubleshooting.
Working knowledge of hardware builds, configuration, compatibility, upgrades, diagnostics, troubleshooting, and desktop-based security methodologies.
Working knowledge of configuring and troubleshooting warehouse technologies such as laser printers, Zebra printers, wearable or handheld terminals, and IWD/RF scanners.
Understanding of basic network topology, Ethernet, wireless, and TCP/IP protocol.
Proactive, innovative, and creative approach to meeting customer and enterprise needs.
Strong analytical, problem-solving, organizational, and planning skills.
Understanding of project management theory and team dynamics.
Ability to work independently and as a member of a high-performing team.
Excellent verbal and written communication skills.
Experience supporting a manufacturing or automation environment.
Experience in a warehouse environment.

Responsibilities

Apply knowledge of client and warehouse hardware, software, operating systems, network configuration, server interaction, diagnostics, and troubleshooting.
Coordinate with end users, technology teams, and vendors to resolve incidents and fulfill requests.
Diagnose and resolve hardware, software, and operating-system problems, identifying their source and classifying their level, priority, and nature.
Configure, deploy, maintain, troubleshoot, inventory, and support workstations, laptops, printers, mobile devices, phones, and other computer and telecommunications equipment.
Install, remove, and configure hardware and software.
Address user tickets within documented service levels.
Troubleshoot technical issues, including account setup and network configuration.
Provide prompt and accurate feedback to clients and follow up to ensure systems are functional.
Work independently or collaboratively with a team.
Provide support in person, by phone, or remotely.
Deliver exceptional customer service using appropriate interpersonal skills.
Partner with end users to connect business requirements with technology solutions.
Prioritize and manage multiple open issues.
Escalate unresolved issues to the appropriate internal teams.
Provide after-hours and weekend support as needed and travel periodically to support business initiatives.