Tier 1 Support Analyst, IT Service Center

Cardinal Health

74d • $22 - $32

About The Position

The IT Service Center at 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. The IT Service Center resolves client/customer technical issues through virtual, real-time communication with clients/customers in accordance to service level objectives, processes, and procedures. This job family serves as a liaison between the client/customer and other internal Information Technology resources to resolve business issues related to technologies and, as necessary, escalates complex and large-scale issues to other job families. The IT Service Center maintains a knowledge repository which is maintained for use across IT to assist in supporting clients/customers.

Requirements

• 0-2 years of experience, preferred.
• Bachelor's degree in related field, or equivalent work experience, preferred.

Responsibilities

• Serve as the initial contact for IT support requests remotely and on-site in the Nashville office, as well as through the phone intake queue, email, MS Teams, and the IT Ticketing system.
• Log, categorize, and prioritize all incoming support requests in the IT ticketing tool.
• Provide first-level troubleshooting and resolution for common technical issues including: Password resets and account access issues, Email and collaboration tools support, Software installation and configuration assistance, Basic network troubleshooting, Printing and peripheral device troubleshooting.
• Escalate unresolved or complex issues to higher-level support teams following established procedures.
• Deliver clear and courteous communication, ensuring users are kept informed of ticket status and resolution progress.
• Follow IT policies, procedures, and service level agreements (SLAs) to ensure consistent and timely support.
• Document solutions and update knowledge base articles to aid future troubleshooting.
• Participate in ongoing training to maintain and grow technical knowledge.
• Adhere to and uphold security posture of the organization; escalate immediately if unsure.

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees