Senior Analyst, IT Client Services

Cardinal Health•Edison, NJ

1d•Onsite

About The Position

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 educates users to transfer knowledge and help prevent recurring problems, maintains certain end-user productivity platforms and capabilities, addresses service outages, installs and upgrades computers and software, and manages software and hardware assets. This position is based on-site at Cardinal Health’s Cranbury, New Jersey, Cardinal Health at Home Distribution Center and Edison, New Jersey, Medical Distribution Center, with time split between the two facilities. The Senior Analyst provides primary support, including after-hours and weekend support as needed, and periodically travels to support business initiatives. The role applies working technical knowledge to varied tasks and projects of moderate scope, identifies and resolves technical problems, and works independently or with a team under general guidance.

Requirements

2–4 years of experience, preferred.
Bachelor’s degree in a related field or equivalent work experience, preferred.
Experience supporting multi-platform environments, including Windows 10, Windows 11, Citrix, Microsoft W365, AWS desktops, Android, and SOTI, preferred.
Detailed knowledge of PC hardware, operating systems, network configuration, server interaction, diagnostics, and troubleshooting, preferred.
Working knowledge of hardware builds, configuration, compatibility, upgrades, diagnostics, troubleshooting, and desktop-based security methodologies, preferred.
Working knowledge of configuring and troubleshooting warehouse technologies such as laser printers, Zebra printers, wearable or handheld terminals, and IWD/RF scanners, preferred.
Understanding of basic network topology, Ethernet, wireless, and TCP/IP protocol, preferred.
Proactive, innovative, and creative approach to meeting customer and enterprise needs, preferred.
Strong analytical, problem-solving, organizational, and planning skills, preferred.
Understanding of project management theory and team dynamics, preferred.
Ability to work independently and as a member of a high-performing team, preferred.
Excellent verbal and written communication skills, preferred.
Experience supporting a manufacturing or automation environment, preferred.
Experience in a warehouse environment, preferred.
Ability and willingness to travel between the Cranbury and Edison facilities as needed.
Ability to provide after-hours and weekend support as needed.

Nice To Haves

2–4 years of experience.
Bachelor’s degree in a related field or equivalent work experience.
Experience with Windows 10, Windows 11, Citrix, Microsoft W365, AWS desktops, Android, and SOTI.
Detailed PC hardware, operating-system, network, server, diagnostics, and troubleshooting knowledge.
Knowledge of hardware builds, configuration, compatibility, upgrades, diagnostics, troubleshooting, and desktop security.
Knowledge of warehouse technology, including laser and Zebra printers, wearable or handheld terminals, and IWD/RF scanners.
Understanding of network topology, Ethernet, wireless, and TCP/IP.
Proactive, innovative, and creative approach to 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 part of a high-performing team.
Excellent verbal and written communication skills.
Experience supporting manufacturing or automation environments.
Experience in a warehouse environment.

Responsibilities

Demonstrate knowledge of client and warehouse hardware, software, operating systems, network configuration, server interaction, diagnostics, and troubleshooting.
Work with end users, technology teams, and vendors to resolve incidents and fulfill requests.
Diagnose and resolve hardware, software, and operating-system problems; determine their source and classify 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, accurate feedback to clients and follow up to ensure systems are functional.
Work independently and collaboratively, providing support in person, by phone, or remotely.
Deliver exceptional customer service and connect end-user business requirements to technology solutions.
Prioritize and manage multiple open issues and escalate unresolved issues to appropriate internal teams.
Provide primary support, including after-hours and weekend support as needed.
Travel periodically to support business initiatives and between the Cranbury and Edison facilities as needed.