Tier 1 Support Analyst, IT Service Center
About The Position
What IT Service Center 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 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. 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
Nice To Haves
- Any prior call center experience, specifically from a technical support perspective is a plus
Responsibilities
- Serve as the initial contact for IT support requests remotely through the IT Support phone intake queue.
- Log, Categorize, and prioritize all incoming support requests in the IT ticketing tool.
- Provide first-level troubleshooting and resolution for common technical issues including but not limited to: 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
